Nova Energy

Hello, we’re Nova – it’s great to meet you. 

We provide great value energy, broadband and mobile services to Kiwi homes and businesses all over. 

Because we're Kiwis too, we believe in genuine, friendly service. So, we put a lot of our energy into treating people right, keeping things simple, and delivering what we promise.   

Customer service information

• Phone: 07 306 2700 or 0800 668 236
• Hours: Monday to Friday, 8.30am - 6.00pm
• Email: info@novaenergy.co.nz 
• Website: https://www.novaenergy.co.nzExternal Link, opens in a new tab 
• Online help: Greg Grover AI virtual assistant, available 24/7 
• Mobile App: The Nova HubExternal Link, opens in a new tab is Nova’s online and App account access. The App can be downloaded from the App StoreExternal Link, opens in a new tab or Google PlayExternal Link, opens in a new tab. 

Products

• Electricity
• Natural gas
• Broadband and landline phone
• Mobile

Rewards, offers or loyalty benefits

Nova’s Multisaver PlansExternal Link, opens in a new tab offer discounted pricing when you bundle two or more eligible services  at the same address, and on the same account.*  

* Multisaver Plans are available on an ‘opt-in’ basis only. Special TermsExternal Link, opens in a new tab apply. Nova requires customers’ consent to apply Multisaver Plans to their account. Eligible services include mobile, broadband, electricity, and natural gas.  

Billing and payments options

Payment options:

• Direct debit 
• Internet banking  
• Telephone banking 
• Via the Nova Hub (online and App account access) – by credit/debit card (See FeesExternal Link, opens in a new tab)
• By phone – by credit/debit card (See FeesExternal Link, opens in a new tab)
• In person at participating NZ Post Shops (See FeesExternal Link, opens in a new tab)
• Smoothpay 
• Fixed Direct Debit 
• In person at participating ANZ branches 

Bill types:

• Email (e-bill) 
• Using the Nova HubExternal Link, opens in a new tab (online and App account access) 
• Post (See FeesExternal Link, opens in a new tab)

Support for Medically Dependent Customers (MDCs)

Nova offers extra support to medical dependent and vulnerable consumersExternal Link, opens in a new tab. 

If you, or someone living at property (even for a short period) that Nova supplies depends on mains electricity or natural gas for medical reasons, you should contact Nova immediately. 

How to register:

1. Call Nova on 07 306 2700 (or 0800 668 236). Nova will record that you are medically dependent on electricity and/or piped natural gas. 
2. Set up an emergency response (back up) plan in case if a power cut or gas outage, See the Electricity Authority’s website hereExternal Link, opens in a new tab for more information. 
3. Download the Confirmation of Medically Dependent Consumer StatusExternal Link, opens in a new tab Form and arrange for this form to be completed by your healthcare provider (e.g. your GP) to confirm that you or a member of your property is medically dependent.    
4. Once completed, scan and email a copy to info@novaenergy.co.nz, or post it to Nova Energy, PO Box 404, Whakatane 3158. 

Customer Care Policy: https://www.novaenergy.co.nz/about/customer-careExternal Link, opens in a new tab 

Support for customers facing hardship

We're committed to providing great services and helping our customers. If you're having trouble paying your bill, please reach out so we can discuss your situation. We can offer a range of advice, options and support.   

• Phone: 07 306 2700 (or 0800 668 236) Mon – Fri 8.30am to 6pm. 
• Email: creditsolutions@novaenergy.co.nz