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.

For broadband or mobile:
You can contact Telecommunication Dispute Resolution on 0508 98 98 98 or at www.tdr.org.nz.
For electricity:
You can contact Utilities Disputes on 0800 22 33 40 or www.udl.co.nz.

With our live chat service, we can quickly sort things between 8am and 10pm on business days and 10am and 8pm on weekends. Our average wait times over the last 12 months are under a minute. You can also drop us a line through email and request a call back when you need to. After all who wants to wait in a call centre queue?

For 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. On live chat the team should respond within a few seconds when they’re open, otherwise we aim to reply to all queries within one business day.

If there is anything you can’t find the answer to in our FAQs, just contact us.

The fastest way to get in touch with us is through live chat. You can chat in the app, or on the Electric Kiwi website. If we’re online you should receive a response within a few seconds. You can still send a message if we’re offline, we’ll aim to get back to you within 1 business day.

If you have forgotten your password, click the “Forgot password?” link under the login box on the website login page or on 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 it’s your first time logging in, you can find your temporary password in the first welcome email we sent you.

If you are still having trouble logging in, please contact us with your name, the property address connected to Electric Kiwi or to get it resolved ASAP jump on live chat. The team will ask a couple of security questions and get you logged in within a couple of minutes.

You can still join Electric Kiwi if you have gas. Electric Kiwi do not supply household gas mains, or bottles to your property. Depending who you’re with your gas can remain with your current supplier.

If your current provider does not support a “gas only service”, you’ll need to find another gas provider while changing to Electric Kiwi. Powerswitch is a great independent website where you will be able to find the best deal available for you on gas.

If you’re signed up and not getting our emails, give the below steps a try:

Check your email Junk folder for emails from Electric Kiwi.
Mark the Electric Kiwi email as “Not Junk”.
If you still don’t receive our emails or need a hand, go to our contact us page and drop us a line and we’ll get you sorted.

With our handy app you can update your Hour of Power, check your usage, view your previous bills, make payments, speed up your mobile plan when you need more fast data, and more.

It’s super easy to download on the App Store or on Google Play and uses the same login details as your online account.

If you’re on Android, you’ll need to be running at least Version 5.1 – Lollipop or greater. For Apple, it requires iOS 11 or later.

Make sure to leave a review to let us know what you think.

If you are moving into a new place, Electric Kiwi can make sure that your electricity and broadband is connected at your new house when you arrive. While joining Electric Kiwi just let us know your move in date, and we’ll take care of the rest.

For current customers, just log into your app or online account and use the moving house option, that way we can get everything sorted in the background – and you can focus on the important things, like moving house!

On the day your first service gets connected we will be deducting a $4.99 Payment Authentication to verify your payment method. This will be credited back on your first bill.

If your power is out, it’s best to get in touch with your local lines company, whose contact details can be found on our power outages page.

Otherwise you can quickly find the relevant contact details for your address in the Electric Kiwi app under More > Support > Outages.

If for any reason the lines company aren’t able to help and think the issue may be to do with your property rather than the lines, call our faults team on 0800 THE KIWI (843 5494) - select option zero.

If your broadband isn't currently working as expected, head over to our dedicated broadband troubleshooting page.

You'll be able to check for any outages in your area, and run through some troubleshooting steps to get back up and running if needed.

If your Kiwi Mobile isn't currently working as expected, head over to our dedicated mobile troubleshooting page.

You'll be able to check for any outages in your area, and run through some troubleshooting steps to get back up and running if needed.