0800 300 400 is Genesis Energy’s toll-free customer service line, available Mon–Fri 8am–8pm. An urgency number is available; urgent faults and emergencies use the same 0800 300 400 line. For general enquiries, email [email protected]. Customers can also use online chat and the Energy IQ app for support and account help. No dedicated meter reading phone line is provided.
Genesis Energy contact details
The table below gives you a complete overview of all the ways you can contact Genesis Energy.
|
|
|---|---|
| Phone number | 0800 300 400 |
| Working hours | Mon–Fri 8am–8pm |
| Emergency number | 0800 300 400 |
| [email protected] | |
| Address | Level 6, 155 Fanshawe Street, Auckland 1010, New Zealand |
| Client portal | Access via the official website |
| Social media network: | |
What is the Genesis Energy phone number?
If you have questions about your bill, contract, or general inquiries about the company, you can reach customer service by phone at the following number:
Genesis Energy contact hours: 0800 300 400
Mon–Fri 8am–8pm
With many providers, there can be long waiting times on the phone hotline. Alternative contact options usually allow for faster and simpler communication.
Genesis Energy hotline not reachable? – What you can do:
If Genesis Energy cannot be reached by phone, there are several ways to still get support:
- Write an email to Genesis Energy customer service at: [email protected].
- Use the online customer portal with your Genesis Energy login to handle meter readings, contract details, or billing questions.
- Use the Genesis Energy chat to send your request using the online chat feature.
If you experience an urgent issue related to electricity supply or infrastructure, using Genesis Energy’s emergency line at 0800 300 400 ensures prompt attention and coordination with the local distributor if needed.
When to call your electricity Distributor instead of Genesis Energy?
Your electricity distributor is responsible for the physical network that brings electricity to your property, including poles, wires, substations, and transformers.
Call your distributor immediately if you encounter:
- Fallen or damaged power lines
- Sparks or electrical fires near power infrastructure
- Sudden, widespread power outages in your area
- Exposed live wires or other hazards
Distributors are trained to safely handle electrical emergencies. For infrastructure issues, always contact the distributor first.
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 Genesis Energy, to ensure the situation is managed correctly.
When should you contact Genesis Energy in writing?
If you have any questions or concerns about your energy contract, you can send your inquiries or requests in writing via email or through the contact form on Genesis Energy’s website.
Genesis Energy email
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 Genesis Energy 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.
Contact Genesis Energy via chat
Can you contact Genesis Energy via chat?The chat service of Genesis Energy is best for quick questions or simple requests, like checking a bill or updating account details, without needing to wait on the phone.
Contact Genesis Energy 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. Genesis Energy aims to monitor social media messages regularly and provide timely, helpful replies while maintaining privacy and security standards.
Genesis Energy on social media:
How to make a complaint to Genesis Energy
If you are a consumer who is dissatisfied with any aspect of the service provided by Genesis Energy, 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. Genesis Energy 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.
UDL (Utilities Disputes Limited) is New Zealand’s independent dispute resolution service for electricity and gas. If your complaint with a provider isn’t resolved within 20 working days, or you’re unhappy with the outcome, you can request UDL to review it. Always keep all related documents and correspondence for the process.