Electric Kiwi

Electric Kiwi is all about being fair, flexible, and saving you money. Our mission is to make mobile, broadband, and power better for Kiwis. We offer choice deals and awesome service, without any sneaky contracts or exit fees. Plus, all our customers get a daily free hour of off-peak power.

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Started in 2015 by three schoolmates from Whakatāne, Electric Kiwi is all about giving Kiwis a fairer deal.

We’re independent, based right here in New Zealand, and focused on making power, mobile, and broadband easier for everyone in Aotearoa. These days, we’re stoked to be powering over 60,000 Kiwi households.

Customer service information

Rewards, offers or loyalty benefits

Billing

We accept all major credit cards and have direct debit payment methods. In addition to help:

Flexible Billing Timeframes
With Electric Kiwi you can choose to pay monthly, fortnightly and even weekly to suit your lifestyle. All new customers will default to a fortnightly direct debit from either your bank account or credit/debit card. After your first bill you can change how often you pay and you can choose the day of the week or month when the money leaves your account.

How do I change when I pay?
Changing when you pay is easy. Just use the app or log in to your online account and head to 'When you pay' on the account screen to update your billing frequency.

Stay Ahead Billing
Turn Stay Ahead on and your account will top-up automatically when your balance reaches $0.00. You set the top-up amount at $50 or greater and we do the rest. Stay Ahead has the added benefit of zero fees across both direct debit and credit card payments.

Instant Payments and Balance Alerts
You can also make instant payments to keep your account in credit, or set a balance alert and we'll notify you when your unbilled charges go over the amount you've set.

Support for Medically Dependent Customers (MDCs)

If someone in your household relies on electricity for critical medical support, they may be eligible to be registered as a Medically Dependent Consumer. To register, you will need to complete a form with your health practitioner. The form is available here. The formExternal Link, opens in a new tab is available hereExternal Link, opens in a new tab.

Once submitted, we’ll update our records and ensure your account is appropriately flagged and will:

  • Work with you to ensure continued power supply.
  • Provide guidance on individual emergency response plans.
  • Avoid disconnection, except in emergencies or as required by law.

The Electricity Authority has produced guidance for Medically Dependent Customers hereExternal Link, opens in a new tab.

Emergency Response Plan 
Despite our best efforts, occasionally electricity supply is cut because of extreme weather, accidents, or technical problems. It is important you have an emergency response plan for these situations. This could include:

  • Ensuring you have a stand-by battery fully charged for any essential devices.
  • Going to a friend or family member’s house with electricity or gas.
  • Calling an ambulance if your circumstances are very serious.

For more information and help on preparing an emergency response plan for your household, visit the Electricity Authority’s website hereExternal Link, opens in a new tab.

A template emergency response plan appears hereExternal Link, opens in a new tab.

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

Support for customers facing hardship

Please contact us if you are experiencing payment difficulties to discuss ways we can help. We will engage constructively and without judgement, recognising financial hardship can affect anyone.

We take our responsibilities seriously and want to avoid making a customer’s position worse by allowing further debt to accumulate. For this reason, we move customers who are behind with payments to weekly billing so customers can track usage and manage accumulation of debt (mitigating also sudden increases in consumption).

We encourage customers to contact us to discuss whether they are on the right plan, and to check if savings can be made.

It may be useful to know that any part payment of an invoice will be allocated to the oldest charges first, and against electricity charges if you have other services with us

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