Wise Prepay Energy: Customer service, hotline and service hours at a glance
Wise Prepay Energy offers prepaid electricity for residential consumers across Aotearoa, letting the person pay-as-they-go with no bonds, credit checks, or fixed terms. The client can top up via app or online, track usage and balance, and receive balance alerts and emergency credit. It runs on standard smart meters and focuses on household power only, not gas or business, with simple tools for everyday budgeting.
How can you contact Wise Prepay Energy?
The table below gives you a complete overview of all the ways you can contact Wise Prepay Energy.
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|---|---|
| Phone number | 0800 00 9473 |
| Working hours | Mon–Fri 8:00am–5:30pm |
| [email protected] | |
| Address | 104 Rosedale Road, Rosedale, Auckland 0632, New Zealand |
| Client portal | Access via the official website |
What is the Wise Prepay Energy phone number?
If you have questions about your bill, contract, or general inquiries about the company, you can reach the Wise Prepay Energy customer service by phone at the following number:
0800 00 9473
Mon–Fri 8:00am–5:30pm
With many providers, there can be long waiting times on the phone hotline. Alternative contact options usually allow for faster and simpler communication.
Wise Prepay Energy hotline not reachable? – What you can do
If Wise Prepay Energy cannot be reached by phone, there are several ways to still get support:
- Write an email to Wise Prepay Energy customer service at: [email protected].
- Use the online customer portal with your Wise Prepay Energy login details to handle meter readings, contract details, or billing questions.
- Use the Wise Prepay Energy chat to send your request using the online chat feature.
- You can use the Wise Prepay Energy video chat to solve your issue live with a customer service representative.
When to Contact Your Electricity Distributor Instead of Wise Prepay 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 Wise Prepay Energy to ensure the situation is managed correctly.
When should you contact Wise Prepay Energy in writing?
Send your questions and requests in writing via email or the contact form on Wise Prepay Energy 's website.
When to use email to contact Wise Prepay 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 Wise Prepay 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.
Contact Wise Prepay Energy via chat
The chat service of Wise Prepay Energy is best for quick questions or simple requests, like checking a bill or updating account details, without needing to wait on the phone.
Contact Wise Prepay Energy via video chat
Wise Prepay Energy provides video chat support through NZ Relay, making it easier for customers who are Deaf or hard of hearing to communicate directly with the customer service team in real time.
How to make a complaint to Wise Prepay Energy
If you are a consumer who is dissatisfied with any aspect of the service provided by Wise Prepay 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. Wise Prepay 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.