Contact Toast Electric

Q: How do I report a power outage or electrical emergency?

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 Toast Electric. The distributor owns the poles and wires and is responsible for restoring supply. Toast Electric also operates a faults line on 0800 688 243 (0800 OUTAGE) for supply issues at your address.

Q: Can I email Toast Electric?

Yes — email Toast Electric at hello@toastelectric.nz. Include your account number and a clear description of the issue so the team can route the message quickly.

Get in touch

How to reach Toast Electric customer service

This page lists every public contact channel for Toast Electric 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 Toast Electric online portal.

All channels

Toast Electric contact details at a glance

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

Faults & emergencies

0800 688 243 (0800 OUTAGE)

Email

[email protected]

Head office

2 Forresters Lane, Te Aro, Wellington 6011

Safety first

When to call your distributor instead of Toast Electric

Toast Electric 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 Toast Electric

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 Toast Electric bill lists it under "distribution charges". You can also look it up on the Electricity Authority register by postcode.

Written enquiries

When to contact Toast Electric 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.

Toast Electric 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.

Social media

Reach Toast Electric 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 Toast Electric

Most disputes are resolved by simply contacting Toast Electric 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 Toast Electric

Start by contacting Toast Electric 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.

Toast Electric 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.

Step 2 — escalate to UDL

Utilities Disputes is free, independent and decisions are binding on the retailer. You can lodge a complaint through several channels:

Online: UDL complaint form
Phone: 0800 22 33 40 or +64 4 914 4630
Email: [email protected]
Post: Freepost 192682, PO Box 5875, Wellington 6140.

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 Toast Electric 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 Toast Electric. For more information see the UDL official site.

Common questions

The Selectra expert answers your Toast Electric contact questions

Toast Electric does not publish a general customer-service phone number. Most enquiries are handled through the online portal, the contact form, the mobile app or social-media channels. See the contact options listed above for the fastest route.

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 Toast Electric. The distributor owns the poles and wires and is responsible for restoring supply. Toast Electric also operates a faults line on 0800 688 243 (0800 OUTAGE) for supply issues at your address.

Yes — email Toast Electric 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 Toast Electric — 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.

Toast Electric 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.