Ecotricity

Ecotricity is a Toitū climate positive certified electricity product that supports access to renewable energy while recognising the essential role electricity plays in everyday life. It is designed with a focus on sustainability, responsible practices, and customer care, helping minimise harm and support customers when they need it most. 

Customer service information

• Address: 6/155 Fanshawe Street, Auckland CBD 1010
• PO Box: PO Box 106 888, Custom St East, Auckland, 1143
• Phone: 0800 845 000
• Customer service email: bring.change@ecotricity.co.nz
• Business email: business@ecotricity.co.nz
• Complaints: complaints@ecotricity.co.nz
• Media: marketing@ecotricity.co.nz
• Website: ecotricity.co.nzExternal Link, opens in a new tab
• Help page: ecotricity.co.nz/help-and-supportExternal Link, opens in a new tab
• Customer service hours: Monday to Thursday: 8:30am – 5pm, Friday: 8:30am – 3:30pm

Products

Electricity only

• Time of use - Time-Of-Use pricing means you get paid different rates for the energy you export and import to and from the grid, depending on the time of day and whether it's in a peak or off-peak period.
• Prepay – No.
• ecoANYTIME is a great plan for homes who aren't able to change when they use their power based on rates. A fixed rate no matter the time of day, you'll enjoy consistent pricing for your power bill.
• ecoSAVER is perfect plan for those who are at home during the day or are able to change their energy use to make the most of cheaper rates. Charge your EV using this plan if you don’t have a solar energy system.

Network, metering and Electricity Authority charges may vary from year to year but are passed on at cost. Ecotricity customers continue to receive local lines company annual dividends or rebates.

Billing and payments options

Payment options:

• Monthly
• Direct debit

Bill types:

• Email
• Website

Support for Medically Dependent Customers (MDCs)

If you or someone in your household relies on electricity for medical reasons:

• When signing up to Ecotricity, simply tick the box that asks, “Is anybody at this address considered a vulnerable customer?” Then proceed to fill in the required information.
• You can also call or email Ecotricity to inform them of your situation. All information is treated as confidential, and they take steps to ensure your safety under their Consumer Care Policy.

Customer Care Policy: https://ecotricity.co.nz/customer-care-policyExternal Link, opens in a new tab

Support for customers facing hardship

Ecotricity supports customers experiencing payment difficulties by working with them to find appropriate solutions. This may include payment arrangements based on a customer’s ability to pay, or referral to Work and Income (WINZ) or budgeting services where further assistance is needed. Support is considered on a case-by-case basis to help minimise harm.