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Customer service

Contact Octopus Energy

Every way to reach Octopus 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 947 867 Octopus login

Get in touch

How to reach Octopus Energy customer service

This page lists every public contact channel for Octopus 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 Octopus online portal.

All channels

Octopus Energy contact details at a glance

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

Customer service phone

0800 947 867

Monday to Thursday, 9 AM to 5 PM; Friday, 9 AM to 4 PM

Faults & emergencies

0800 947 867

Email

[email protected]

Client portal

Sign in to your Octopus account

Head office

10 Brandon Street, Wellington 6011, New Zealand

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 Octopus Energy

Octopus 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 Octopus 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 Octopus 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 Octopus 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.

Octopus 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.

Formal complaint

How to make a complaint about Octopus Energy

Most disputes are resolved by simply contacting Octopus 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 Octopus

Start by contacting Octopus 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.

Octopus 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 Octopus 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 Octopus Energy. For more information see the UDL official site.

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Common questions

The Selectra expert answers your Octopus Energy contact questions

You can reach Octopus Energy customer service on 0800 947 867, Monday to Thursday, 9 AM to 5 PM; Friday, 9 AM to 4 PM. 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 Octopus Energy. The distributor owns the poles and wires and is responsible for restoring supply. Octopus Energy also operates a faults line on 0800 947 867 for supply issues at your address.

Yes — email Octopus 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 Octopus 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.

Octopus Energy does not currently advertise a live-chat option for residential customers. Use the online portal, mobile app or contact form for written enquiries, or the phone line for anything urgent.