Octopus Energy: Customer service, hotline and service hours at a glance
Octopus Energy offers electricity supply with a strong focus on renewable energy for private and business customers in Aotearoa. The provider sells electricity only, with flexible, no exit fees plans, time‑of‑use rates, and solar buy‑back. Options include EV‑friendly tools like Intelligent Octopus and Zero Bills with solar and batteries. The client gets smart‑meter insights, easy in‑app control, and straightforward billing designed to help the person shift usage and save.
How can you contact Octopus Energy?
The table below gives you a complete overview of all the ways you can contact Octopus Energy.
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|
|---|---|
| Phone number | 0800 947 867 |
| Working hours | Monday to Thursday, 9 AM to 5 PM; Friday, 9 AM to 4 PM |
| Emergency Phone Number | 0800 947 867 |
| [email protected] | |
| Address | 10 Brandon Street, Wellington 6011, New Zealand |
| Client portal | Access via the official website |
What is the Octopus Energy phone number?
If you have questions about your bill, contract, or general inquiries about the company, you can reach the Octopus Energy customer service by phone at the following number:
0800 947 867
Monday to Thursday, 9 AM to 5 PM; Friday, 9 AM to 4 PM
With many providers, there can be long waiting times on the phone hotline. Alternative contact options usually allow for faster and simpler communication.
Octopus Energy hotline not reachable? – What you can do
If Octopus Energy cannot be reached by phone, there are several ways to still get support:
- Write an email to Octopus Energy customer service at: [email protected].
- Use the online customer portal with your Octopus Energy login details to handle meter readings, contract details, or billing questions.
If you experience an urgent issue related to electricity supply or infrastructure, using Octopus Energy’s emergency line at
0800 947 867
ensures prompt attention and coordination with the local distributor if needed.When to Contact Your Electricity Distributor Instead of Octopus 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 Octopus Energy to ensure the situation is managed correctly.
When should you contact Octopus Energy in writing?
Send your questions and requests in writing via email or the contact form on Octopus Energy 's website.
When to use email to contact Octopus Energy
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 Octopus 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.
How to make a complaint to Octopus Energy
If you are a consumer who is dissatisfied with any aspect of the service provided by Octopus 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. Octopus 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.