Mercury: Customer service, hotline and service hours at a glance
Mercury offers electricity from mostly renewable generation – hydro, wind and geothermal – for homes and businesses across Aotearoa. The provider supplies natural gas where available and lets the client bundle power with broadband and mobile. The person can choose flexible or fixed plans, add solar buy-back, and make use of app-based tools, rewards like Free Power Days, and EV-friendly overnight pricing, with simple options for low or standard users.
How can you contact Mercury?
The table below gives you a complete overview of all the ways you can contact Mercury.
|
|
|---|---|
| Phone number | 0800 10 18 10 |
| Working hours | Mon–Wed & Fri 8:00am–6:00pm; Thu 9:00am–5:00pm (general enquiries) |
| Emergency Phone Number | 0800 10 18 10 (24/7 for energy faults and outages) |
| [email protected] | |
| Address | 33 Broadway, Newmarket, Auckland 1023 |
| Form | Available via website |
| Client portal | Access via the official website |
| Social media network: |
Instagram |
What is the Mercury phone number?
If you have questions about your bill, contract, or general inquiries about the company, you can reach the Mercury customer service by phone at the following number:
0800 10 18 10
Mon–Wed & Fri 8:00am–6:00pm; Thu 9:00am–5:00pm (general enquiries)
With many providers, there can be long waiting times on the phone hotline. Alternative contact options usually allow for faster and simpler communication.
Mercury hotline not reachable? – What you can do
If Mercury cannot be reached by phone, there are several ways to still get support:
- Write an email to Mercury customer service at: [email protected].
- Use the online customer portal with your Mercury login details to handle meter readings, contract details, or billing questions.
- Use the Mercury contact form to submit your request in writing.
- Use the Mercury chat to send your request using the online chat feature.
If you experience an urgent issue related to electricity supply or infrastructure, using Mercury’s emergency line at
0800 10 18 10 (24/7 for energy faults and outages)
ensures prompt attention and coordination with the local distributor if needed.When to Contact Your Electricity Distributor Instead of Mercury
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 Mercury to ensure the situation is managed correctly.
When should you contact Mercury in writing?
Send your questions and requests in writing via email or the contact form on Mercury 's website.
When to use email to contact Mercury
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 Mercury 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.
Mercury 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 Mercury’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 Mercury via chat
The chat service of Mercury is best for quick questions or simple requests, like checking a bill or updating account details, without needing to wait on the phone.
Contact Mercury on social media
Mercury 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. Mercury aims to monitor social media messages regularly and provide timely, helpful replies while maintaining privacy and security standards.
How to make a complaint to Mercury
If you are a consumer who is dissatisfied with any aspect of the service provided by Mercury, 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. Mercury 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.