Globug: Customer service, hotline and service hours at a glance
Globug offers prepaid electricity for homes across Aotearoa, backed by Mercury’s renewable generation. The service lets the consumer top up from $10 via the GLOBUG app or at local stores, with a smart meter required and no exit fees. The person can track usage, get low-balance alerts, and reconnect after topping up. Globug serves domestic customers only and does not supply gas or dual-fuel.
How can you contact Globug?
The table below gives you a complete overview of all the ways you can contact Globug.
|
|
|---|---|
| Phone number | 0800 PRE PAY (0800 773 729) |
| Working hours | 24/7 |
| Emergency Phone Number | 0800 232 858 (Faults) |
| [email protected] | |
| Address | Private Bag 92008, Auckland |
| Form | Available via website |
| Client portal | Access via the official website |
What is the Globug phone number?
If you have questions about your bill, contract, or general inquiries about the company, you can reach the Globug customer service by phone at the following number:
0800 PRE PAY (0800 773 729)
24/7
With many providers, there can be long waiting times on the phone hotline. Alternative contact options usually allow for faster and simpler communication.
Globug hotline not reachable? – What you can do
If Globug cannot be reached by phone, there are several ways to still get support:
- Write an email to Globug customer service at: [email protected].
- Use the online customer portal with your Globug login details to handle meter readings, contract details, or billing questions.
- Use the Globug contact form to submit your request in writing.
If you experience an urgent issue related to electricity supply or infrastructure, using Globug’s emergency line at
0800 232 858 (Faults)
ensures prompt attention and coordination with the local distributor if needed.When to Contact Your Electricity Distributor Instead of Globug
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 Globug to ensure the situation is managed correctly.
When should you contact Globug in writing?
Send your questions and requests in writing via email or the contact form on Globug 's website.
When to use email to contact Globug
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 Globug 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.
Globug 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 Globug’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
How to make a complaint to Globug
If you are a consumer who is dissatisfied with any aspect of the service provided by Globug, 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. Globug 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.