Frequently asked questions

Got a question? We have the answers.

Electric Kiwi Services

  • I'm not happy, who should I contact?

    At Electric Kiwi we want to do right by our customers. If you have an issue we’ll always do our very best to sort it out as quickly as possible, so please get in touch if you have a problem.

    Please to your customer account and send us a note. We'll be more than happy to help.

    However, as a consumer you still have the right to complain under the Consumer Guarantees Act 1993. In addition, Utilities Disputes provide an independent complaint mediation and resolution service that is free to you.      

  • Why is Electric Kiwi call centre free?

    We believe we can provide you with a more efficient service online via Live Chat, Callback and email support. After all who wants to wait in a call centre queue?

  • What if I have a general enquiry?

    For our customers' general and billing enquiries we take pride in offering a fast and easy-to-use online support service. Use Live Chat, the Callback option or send us a message.

    We aim to reply to all queries within one business day.

  • I'm not a customer yet, how can I contact Electric Kiwi?

    We encourage you to first check out our FAQ page as the answer you’re looking for may be in there. If it’s not, please use the Live Chat, Callback option or email us at

  • How does Live Chat work?

    Live Chat is a real-time support messaging service available to Electric Kiwi customers. To access Live Chat click on the Live Chat icon at the bottom right of every page to send us a message.

    You can still send a message if we're offline, we'll aim to get back to you in 1 business day.

  • I can't Login to my account, who do I contact?

    If you have forgotten your password, simply click the 'Forgot password?' link under the login box on the website login page or within the App and enter the email address linked to your account. Instructions to reset your password will then automatically be sent to that email address.

    If you are still having trouble logging in, please email with your name, the property address connected to Electric Kiwi, and 'Login issue' in the subject line so that we can resolve the issue as quickly as possible.

  • I have bottle or mains gas with my existing power company, can I still switch?

    You can still join to Electric Kiwi if you have gas. Electric Kiwi do not supply household gas mains, or bottles to your property.

    Your existing gas supply will remain depending who you're with. Check the table below to see what providers will support a 'Gas only service'. If they do, then you're good to go. Simply join and we'll take care of the rest. Electric Kiwi will contact your current provider to let them know you're switching electricity.

       Company           Gas only service          No gas only service  
    Contact      X       
    Energy Online             X
    Genesis      X       
    Mercury Energy               X
    Nova      X       
    Trustpower      X       

    If your current provider does not support a 'Gas only service', you'll need to find another gas provider while changing to Electric Kiwi.

  • What if I don't receive Electric Kiwi emails?

    If you are not receiving emails from Electric Kiwi, please try the following:

    1/ Check your email Junk folder for emails from Electric Kiwi;
    2/ Mark the Electric Kiwi email as "Not Junk";
    3/ Add to your "Safe Senders" list or address book.

    Learn more about adding Safe senders or an email to your address book here.

    If you still don't receive our emails or need any assistance, please contact us.

  • Where can I download the Electric Kiwi app?

    You can update your Hour of Power, analyse your usage, and much more with our handy app.

    You can download on the App Store, or get it on Google Play.

    If you’re on Android, you’ll need to be running at least Version 6.0 – Marshmallow or greater.

    For Apple, it requires iOS 9.3 or later. 

    Find out more about our mobile app here.