Electric Kiwi: Customer service, hotline and service hours at a glance
Electric Kiwi supplies electricity across New Zealand with flexible, no-contract plans for the consumer and small business. The client can choose options like Everyday, MoveMaster with an Hour of Power off-peak free hour, or Go250 prepay. A smart meter is required, with app-based tools, weekly or monthly billing, and solar buy-back available. Broadband add-ons and EV-friendly overnight rates help the person tailor energy to usage.
How can you contact Electric Kiwi?
The table below gives you a complete overview of all the ways you can contact Electric Kiwi.
|
|
|---|---|
| Working hours | Callback by request: 9am–5pm, Monday–Friday |
| [email protected] | |
| Address | Level 4 Ferry Building, 99 Quay Street, Auckland Central, Auckland 1010, New Zealand |
| Form | Available via website |
| Client portal | Access via the official website |
| Social media network: |
Facebook |
What is the Electric Kiwi phone number?
If you have questions about your bill, contract, or general inquiries about the company, you can reach the Electric Kiwi customer service by phone at the following number:
Callback by request: 9am–5pm, Monday–Friday
With many providers, there can be long waiting times on the phone hotline. Alternative contact options usually allow for faster and simpler communication.
Electric Kiwi hotline not reachable? – What you can do
If Electric Kiwi cannot be reached by phone, there are several ways to still get support:
- Write an email to Electric Kiwi customer service at: [email protected].
- Use the online customer portal with your Electric Kiwi login details to handle meter readings, contract details, or billing questions.
- Use the Electric Kiwi contact form to submit your request in writing.
- Use the Electric Kiwi chat to send your request using the online chat feature.
- You can use the Electric Kiwi video chat to solve your issue live with a customer service representative.
When to Contact Your Electricity Distributor Instead of Electric Kiwi
Your electricity distributor is responsible for the physical network that delivers electricity to your property, including poles, wires, substations, and transformers. They manage the infrastructure that ensures electricity reaches homes and businesses safely and reliably.
Contact your distributor immediately if you notice any of the following:
- Fallen or damaged power lines
- Sparks, smoke, or fires near power infrastructure
- Sudden or widespread power outages in your area
- Exposed live wires or other safety hazards
While waiting for the distributor to respond, keep a safe distance from damaged equipment or fallen wires and ensure that others do the same. Do not attempt to move or touch any electrical infrastructure yourself. Distributors are specially trained to handle emergencies safely and restore power efficiently. For any network or infrastructure issues, always contact the distributor first rather than Electric Kiwi to ensure the situation is managed correctly.
When should you contact Electric Kiwi in writing?
Send your questions and requests in writing via email or the contact form on Electric Kiwi 's website.
When to use email to contact Electric Kiwi
Use [email protected] for submitting requests or documents. Provide clear information to ensure quick handling.
Typical issues that can be handled effectively via email include:
- General enquiries about accounts or services
- Submitting documents, such as proof of address or identification
- Requesting account changes, such as updating contact information or billing details
- Submitting complaints or feedback that require a written record
- Asking questions about payment arrangements or billing issues
When contacting Electric Kiwi by email, ensure that your message includes clear and relevant details to help the team respond efficiently. While email is suitable for many requests, urgent matters—such as power outages, electrical hazards, or emergencies—should be reported via phone or the appropriate emergency channels to ensure a prompt response.
Electric Kiwi contact form
The provider has an easy-to-use contact form on its website where the client can send questions, report changes, or manage service matters at any time.
Submit your request directly through Electric Kiwi’s contact form for any of the following:
- Meter readings
- Updating bank account details
- Change of address or billing address
- General questions and requests
- Complaints
- Payment installment arrangements
Contact Electric Kiwi via chat
The chat service of Electric Kiwi is best for quick questions or simple requests, like checking a bill or updating account details, without needing to wait on the phone.
Contact Electric Kiwi via video chat
Electric Kiwi provides video chat support through NZ Relay, making it easier for customers who are Deaf or hard of hearing to communicate directly with the customer service team in real time.
Contact Electric Kiwi on social media
Electric Kiwi on social media:
Social media contact is best suited for general enquiries, quick questions, or updates about your account, but it may not be the most secure channel for sharing sensitive information. Providing clear and concise details helps the team understand your request and respond efficiently. Electric Kiwi aims to monitor social media messages regularly and provide timely, helpful replies while maintaining privacy and security standards.
How to make a complaint to Electric Kiwi
If you are a consumer who is dissatisfied with any aspect of the service provided by Electric Kiwi, you can submit a complaint through several convenient channels. Complaints can be sent by email, completed via the online contact form, or posted by mail. Providing clear details about the issue helps the team understand and respond effectively. Electric Kiwi is committed to reviewing each complaint promptly and ensuring concerns are addressed fairly and resolved as quickly as possible.
Escalating your complaint
If unresolved, escalate to Utilities Disputes Limited (UDL), NZ’s independent dispute resolution service for electricity and gas.
- Online form: UDL complaint form
- Phone: 0800 22 33 40 or +64 4 914 4630
- Email: [email protected]
- Postal address: Freepost 192682, PO Box 5875, Wellington 6140
For more info: UDL official site.
Conditions for submitting a complaint
- You must be the account holder or registered director (for businesses).
- Your provider must be a UDL member or obligated to be one.
- Attempt to resolve with the provider before contacting UDL.
If the complaint is not resolved in 20 working days or you are unsatisfied with the solution, you can request a review by UDL. Keep all documents and correspondence.