Nova Energy: Customer service, hotline and service hours at a glance

Reviews Login

Nova Energy supplies electricity and natural gas nationwide for the consumer and for businesses, with flexible open-term and fixed plans. The client can bundle energy with broadband and mobile on Multisaver offers, add gas to power, and access solar buy-back if exporting. Services include NZ-based support, smart meter options like Smart Bundle, and tools via the Nova Hub app for simple account management.

How can you contact Nova Energy?

The table below gives you a complete overview of all the ways you can contact Nova Energy.

How to contact Nova Energy customer service?

Phone number	07 306 2700
Working hours	Mon–Fri: 8:30am–6:00pm
Emergency Phone Number	0800 668 236 (24/7 faults)
E-Mail	[email protected]
Address	PO Box 404, Whakatane 3158, New Zealand
Form	Available via website
Client portal	Access via the official website
Social media network:	LinkedIn

What is the Nova Energy phone number?

If you have questions about your bill, contract, or general inquiries about the company, you can reach the Nova Energy customer service by phone at the following number:

With many providers, there can be long waiting times on the phone hotline. Alternative contact options usually allow for faster and simpler communication.

When to Contact Your Electricity Distributor Instead of Nova Energy

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 Nova Energy to ensure the situation is managed correctly.

When should you contact Nova Energy in writing?

Send your questions and requests in writing via email or the contact form on Nova Energy 's website.

When to use email to contact Nova Energy

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 Nova 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.

Nova Energy contact form

Submit your request directly through Nova Energy’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 Nova 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. Nova Energy aims to monitor social media messages regularly and provide timely, helpful replies while maintaining privacy and security standards.

How to make a complaint to Nova Energy

If you are a consumer who is dissatisfied with any aspect of the service provided by Nova 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. Nova 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.