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contact details
The table below gives you a complete overview of all the ways you can contact .
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hotline not reachable? – What you can do:
If cannot be reached by phone, there are several ways to still get support:
When to call your electricity Distributor instead of ?
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 , to ensure the situation is managed correctly.
When should you contact 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 ’s website.
How to make a complaint to
If you are a consumer who is dissatisfied with any aspect of the service provided by , 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. 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.