Consumer Care
Here at Electric Kiwi, we are committed to delivering great customer service. We were born out of a mission to shake up the industry and to do things better. We treat our customers with fairness, transparency and provide proactive support.
You can find out more about our approach to consumer care in these pages and in our consumer Care Policy which complies with the Electricity Authority’s Consumer Care Obligations.
We understand that electricity, broadband and mobile provide an essential contribution to the wellbeing of residential customers. We want everyone to be able to access our services. That means making sure no one is left out or treated unfairly.
We're here to help
We can help you with plan and pricing options, reducing usage and payment support if you're experiencing payment difficulties. We can also make sure you're protected if someone in your home relies on electricity for medical reasons and offer links to support agencies that provide financial help, mentoring, and advice. Contact us for referrals, to update your details, or to appoint an alternate contact or support person.
You'll also find useful info on our website and app, including information about your consumption, ways to pay and available plans.
Contact Us
You can contact us in multiple ways, including live chat, email and phone support (where a callback is requested).
If we don’t speak your language, you can use a support person to help you. If this is not possible, please contact us and we will try to assist you.
Other Support
If you are deaf, hard of hearing, speech-impaired or vision-impaired, the New Zealand Relay Service is a free and secure service that can help you communicate.
Learn more at NZ Relay.
Choosing your Electricity Pricing Plan
We are here to provide assistance with choosing the best electricity pricing plan for your needs.
We provide clear information on all pricing options and are happy to help ensure you're on the right plan.
Track Your Electricity Usage
Track your electricity usage anytime with our mobile app and website, giving you visibility over your energy consumption and bills.
Access usage data, manage payments, and set custom alerts to stay informed and avoid unexpected costs.
Reducing Energy Usage
We offer practical advice and tools through our app and website to help you reduce electricity use and manage costs.
Alternate Contact / Support Person
If you need assistance managing your Electric Kiwi account, you can nominate a trusted person to support you.
We offer three types of support roles—Authorised Person, Support Person, and Alternate Contact.
At Risk Electricity Customers
If someone in your household relies on electricity for medical reasons or is at risk for any reason, please let us know so we can provide the right support and protections.
- Medically Dependent Customers
- Vulnerable Customers
- Family Violence
Payment Options
With Electric Kiwi, you can choose a billing schedule—weekly, fortnightly, or monthly—that suits your lifestyle, and easily adjust it through our app or online account.
Enjoy instant payments, automatic top-ups, and balance alerts for flexible, hassle-free account management.
Metering
All Electric Kiwi customers need a smart meter for accurate, half-hourly usage tracking and full access to our features via the app and website.
If you have questions about your meter type or metering options, or need help reading your meter, please contact us—our team is happy to help.
Service Fees
There are additional costs for specific services that are not part of your normal supply costs.
The charges are based on the additional cost of each service (incl. GST)
Payment Difficulties
If you’re having trouble paying your electricity bill, we’re here to help, contact us for help managing your account and avoiding further debt.
We also work with trusted support agencies and can connect you to additional assistance if needed, always treating your situation with care and understanding.
Electricity Disconnection & Reconnection
We only disconnect electricity as a last resort after multiple contact attempts, clear notice, and support options, and never for medically dependent customers.
If disconnection does occur, we work to reconnect you promptly once resolved and provide clear information and further support to help prevent future issues.
Consumer Care Obligations
Knowing your rights means you can get the support and service you deserve.
Complaints
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 we can, so please get in touch if you have a problem.
Free and independent services are available for any unresolved complaints.