Customer care
As a power customer, you have the right to receive fair, consistent, and supportive service from your power company. You can find out more about our obligations to you here. Our Consumer Care Policy complies with these obligations.
Are you having trouble paying your bill? If you are, or think you will, we can help.
It’s getting harder to make ends meet so if you’re having trouble paying your electricity bill, or think you will, please get in touch.
These difficulties are nothing to be embarrassed about, whatever the circumstances, we want to keep your power on.
We offer a number of ways to pay, and we can refer you to budget advisors and other services that can help.
Email us
If you have any questions about your Octopus account, you can email us anytime.
Call us
You can reach us for customer service Monday to Thursday, 9 AM to 5 PM, and Friday, 9 AM to 4 PM.
Faults
If you need to report a fault — you can call us 24/7.
If it’s a medical emergency, call 111 immediately
If you haven’t already told us that you are medically dependent, email us, or give us a call.
It’s really important we have this information on file for your safety. We need it to ensure we can let your local lines company know when they have planned outages, and let any field technicians know if they need to do work at your property.
Financial support agencies offer advice to manage budgets or help with payments for energy
Money Talks is a free service that can connect you to an appropriate budgeting service near you.
0800 345 123
www.moneytalks.co.nz
help@moneytalks.co.nz
Citizens Advice Bureau help people to understand their rights and obligations, and give people the support they need to take action.
0800 367 222
www.cab.org.nz
admin@cab.org.nz
The Salvation Army can help with budgeting advice, food and clothing assistance, life skills programmes and other comfort and support.
0800 53 00 00
www.salvationarmy.org.nz
The Ministry of Social Development offers financial support, including help managing outstanding bills and bringing debt down to a more manageable level.
0800 559 009
www.msd.govt.nz
EnergyMate can support you with tips and tricks to save money on your power bill and keep warm.
www.energymate.nz
Sorted.org.nz offers New Zealanders free, impartial information & calculators to help manage money throughout life.
sorted.org.nz
Making Payments
We want to make paying for your electricity ‘easy as’ for you and have a range of payment options available.
Following the end of each monthly billing period, we will send you an invoice (normally within five business days) and attempt to take payment for that invoice shortly after the invoice date (normally within two business days) using your preferred payment method set up on your account.
You can make internet banking payments to your Octopus Energy account.
Our bank account details:
Account number: 30-2904-0401842-062
Particulars: <your last name>
Reference: <your account number>
Any credit you have on your account will come off your next bill and remaining balance will be automatically be deducted from your default payment method.
It can take a few days for payments to show on your account, any payment received after we issue your statement will go towards your next month's invoice.
We can arrange weekly, fortnightly or monthly fixed payments to make managing your electricity payments easy as.
If you opt for a fixed payment, we'll review the amount you're paying in six months to make sure everything is on track. If there are any changes needed we'll let you know.
First, please let us know you need a hand so you don’t get any further into debt. If you’re worried you will miss payments we can give you time to catch up.
We can set up a payment plan, change your payment date, or change the time you pay from monthly to fortnightly.
You can choose a support person like a friend or a family member we can work with to sort this out.
You may be eligible for support from Work and Income and we can help by referring you to them.
If you're on a low income or not working you can contact them on: 0800 559 009 or visit their website - www.workandincome.govt.nz