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Customer service

Contact Mercury Energy

Every way to reach Mercury Energy customer service in New Zealand — phone, hours, emergency line, email, contact form, online portal and the formal complaint route through Utilities Disputes (UDL).

Call 0800 10 18 10 Mercury login

Get in touch

How to reach Mercury Energy customer service

This page lists every public contact channel for Mercury Energy in New Zealand — drawn live from the Selectra Energy-Core data set and verified against the retailer's own website. Use the table below for a one-glance summary, then scroll down for in-depth guidance on each channel, plus the formal complaint route through Utilities Disputes (UDL) if a problem cannot be resolved directly with the retailer.

For quick questions like a payment confirmation or a meter reading, the phone line or live chat are usually fastest. For anything involving a written record — billing disputes, hardship arrangements, change of address or complaints — use email or the secure inbox inside the Mercury online portal.

All channels

Mercury Energy contact details at a glance

Each card below is a verified contact channel for Mercury. Phone is fastest for urgent issues, written channels are best when you need a record.

Customer service phone

0800 10 18 10

Mon–Wed & Fri 8:00am–6:00pm; Thu 9:00am–5:00pm (general enquiries)

Faults & emergencies

0800 10 18 10 (24/7 for energy faults and outages)

Email

[email protected]

Contact form

Available on the Mercury website

Client portal

Sign in to your Mercury account

Head office

33 Broadway, Newmarket, Auckland 1023

Wait times on retailer phone lines can be long in peak periods (late afternoon, Monday mornings, end-of-month). If your query is not urgent, the online portal, mobile app or contact form usually deliver a faster response.

Safety first

When to call your distributor instead of Mercury Energy

Mercury Energy sells you electricity, but it does not own the poles, wires or substations. That equipment belongs to your local lines company (the distributor). For anything on the network side — including outages and damaged equipment — the distributor is the right number to call.

Call the distributor

Phone the lines company immediately if you encounter:

  • Fallen or damaged power lines.
  • Sparks, smoke or fire near network equipment.
  • Sudden, widespread power cut in your street or suburb.
  • Exposed wires, damaged poles or other safety hazards.

For any threat to life, dial 111 first. Then call your distributor. Keep a safe distance from damaged equipment — never touch a fallen line, even if it appears dead.

Call Mercury Energy

Phone the retailer for everything that is not a network safety issue:

  • Billing questions or payment arrangements.
  • Plan changes, sign-up, switch or close an account.
  • Change of address or moving house.
  • Submitting a meter reading or registering as medically dependent.

Don't know who your lines company is? Your last Mercury Energy bill lists it under "distribution charges". You can also look it up on the Electricity Authority register by postcode.

Written enquiries

When to contact Mercury Energy in writing

Written enquiries create a paper trail — essential for anything to do with billing, contract changes or formal complaints. Choose the right channel below depending on the urgency and sensitivity of your request.

Mercury email

Send your enquiry to [email protected]. Always include your account number and a clear subject line.

Best for

  • General enquiries about your account or services.
  • Submitting documents (ID, proof of address, etc.).
  • Updating contact or billing details with a written record.
  • Complaints or feedback that may need to be escalated later.

Mercury contact form

Submit any request through the official contact form. The form routes your message to the correct team automatically.

Best for

  • Submitting a meter reading.
  • Updating bank account details for direct debit.
  • Change of address or billing address.
  • Complaints and payment-plan requests.

Mercury live chat

Mercury Energy runs a chat service — usually accessible from the bottom corner of the official website or inside the client portal once you sign in.

Best for quick questions such as checking a bill, confirming a payment, or asking about a plan. For sensitive information, prefer the secure portal inbox.

Open chat on Mercury site

Social media

Reach Mercury Energy on social media

Best for general enquiries, quick questions and outage updates. Avoid sharing account numbers, ID details or payment info over social — use the secure portal or phone line for anything sensitive.

Formal complaint

How to make a complaint about Mercury Energy

Most disputes are resolved by simply contacting Mercury Energy directly. If the issue is not fixed within 20 working days, or you are not happy with the proposed outcome, you can escalate it for free to Utilities Disputes Limited (UDL) — the independent dispute-resolution scheme for the New Zealand electricity and gas sector.

Step 1 — raise it with Mercury

Start by contacting Mercury Energy through one of the channels at the top of this page. Be specific about the issue, the desired outcome and any account references. Keep written records of every reply.

Mercury Energy has up to 20 working days to resolve your complaint. If that deadline passes — or the offered solution is unacceptable — you can move to step 2.

Who can lodge a complaint with UDL?

  • You must be the account holder (or registered director, for business accounts).
  • Your provider must be a UDL member or required to be one.
  • You must have tried to resolve the issue with Mercury first.

UDL is funded by the industry but operates independently of any retailer. The service is free for consumers and the outcome is binding on Mercury Energy. For more information see the UDL official site.

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Common questions

The Selectra expert answers your Mercury Energy contact questions

You can reach Mercury Energy customer service on 0800 10 18 10, Mon–Wed & Fri 8:00am–6:00pm; Thu 9:00am–5:00pm (general enquiries). For a faster response outside hours, use the client portal, the contact form or the mobile app where available.

For life-threatening emergencies always call 111. For damaged power lines, sparks or a widespread outage in your street, call your local lines company (the distributor), not Mercury Energy. The distributor owns the poles and wires and is responsible for restoring supply. Mercury Energy also operates a faults line on 0800 10 18 10 (24/7 for energy faults and outages) for supply issues at your address.

Yes — email Mercury Energy at [email protected]. Include your account number and a clear description of the issue so the team can route the message quickly.

First raise the issue directly with Mercury Energy — phone, email, contact form or portal. Keep written records of every notice and reply. If the complaint is not resolved within 20 working days, or you are not satisfied with the outcome, escalate it free of charge to Utilities Disputes Limited (UDL), the independent dispute-resolution scheme for the NZ electricity sector.

Yes — Mercury Energy offers a chat service. Live chat is best for quick questions, account look-ups or simple billing queries. Use the secure portal or phone for anything involving sensitive personal data.