Contact Energy

Contact believes home should be the best place in the world. Cosy, warm and connected. With free power options along with competitive gas, broadband and mobile pricing, it’s always good to be home with Contact.

Customer Service information

• Website: https://contact.co.nz/External Link,
• Phone: 0800 224 424 (open Monday to Friday 7am-6pm) 
• Email: help@contact.co.nz
• Help & support: https://contact.co.nz/supportExternal Link, opens in a new tab
• App links: App StoreExternal Link, opens in a new tab and Google PlayExternal Link, opens in a new tab

Products

• Electricity
• Free power options on select time of use plans
• Solar buy-back
• Electricity plans designed for EV owners
• Piped gas
• Fibre and wireless broadband
• Mobile phone plans

Rewards, offers or loyalty benefits

• Some plans have discounts for dual fuel and bundling broadband and mobile services
• Free power on selected plans, 9pm to midnight Monday to Friday on Good Nights, or 9am to 5pm on Saturday and Sunday on Good Weekends
• Half price power 9pm to 7am on the Good Charge plan great for EV, Solar and Battery customers
• Up to 70% off EV charging at bp service stations

Billing and payment options

Payment options:

• Direct debit (Set up automatic payments directly from your bank account. Your bill amount is automatically deducted on the due date.)
• Credit/debit card (Some card payments may incur a small fee.)
• Internet banking
• In person at NZ Post
• Phone payment
• Contact apps (energy + broadband & mobile)
• SmoothPay (Pay a regular set amount each time, with regular checks to ensure the amount being paid aligns with your energy use.)
• Alternative payment arrangements. If you're having trouble paying, you can discuss payment plan options with Contact to spread the cost over time.

Bill types:

• Online
• Email
• Contact mobile app
• Paper bills (You may be charged a small fee for paper billing.)
• Email bill
• Contact Energy App

Support for Medically Dependent Customers (MDCs)

Eligibility and registration:

Please let Contact know immediately if you or someone in your house depends on mains electricity or piped gas for critical medical support - where no electricity or piped gas could result in loss of life or serious harm. This applies to both medical and other equipment needed to support treatment.

How to register as medically dependent:

1. Call Contact straight away on 0800 80 9000. We will record that you are medically dependant on electricity and/or piped gas.
2. Set up an emergency response plan in case if a power cut or gas outage - see the Electricity Authority’s detailed response plan hereExternal Link, opens in a new tab to help you.
3. Download and complete the medical dependency formExternal Link, opens in a new tab. Please ensure you have either authorised that Contact can confirm medical dependency with a health provider (e.g. your GP) for the medically dependent person, or completed the entire form, including the section that needs to be filled in by a health provider.

Once you have done this, please scan and email the form, or post it back:

• Email: contact.medicalqueries@contactenergy.co.nz
• Post: Contact Energy, PO Box 624, Wellington 6140

Contact will assess whether you or someone at the property meets the criteria for Medically Dependent and register the account accordingly.

In an emergency:

If there are serious concerns for your health or wellbeing because of a power cut or a piped gas outage, call an ambulance.

It is vital that medically dependent customers have an emergency response plan in place in the event of a power outage or a piped gas outage (see the Electricity Authority’s detailed response plan hereExternal Link, opens in a new tab to help you). Outages can happen suddenly during bad weather or emergency repair work.

What to do in the event of an unexpected outage:

• Make sure you have a standby battery fully charged.
• Go to a friend’s or family members house that still has energy supply.

If neither of these options are available, seek assistance from your nearest hospital or medical centre.

Support for customers facing hardship

If you'd like to understand your energy usage better or feeling worried about your power bills, Contact’s Customer Wellbeing team is there for you. They’ll give you personalised, judgment-free support whenever you need it. Please reach out if things ever feel tough.

Phone: 0800 224 424

https://contact.co.nz/wellbeingExternal Link, opens in a new tab

Customer Care Policy: Click hereExternal Link, opens in a new tab