Complaints

If you have a complaint against us, you should tell us as soon as possible.

Please contact our complaints team in the first instance

👉 Email: hello@octopusenergy.nz

👉 Phone: 0800 947 867

Our complaints process is free.

Once we have received your complaint, we will reply to you within two business days to confirm we have received it. We’ll also decide whether we think your complaint is related to lines services, or our service. If we think your complaint is related to lines services, we’ll refer your complaint to your lines company within two business days of receiving it and tell you we have done this (as well as who will be the contact person at the lines company for resolving your complaint). The lines company will then be responsible for managing and resolving your complaint, but we will continue to monitor and facilitate the resolution of your complaint by the lines company.

If we think your complaint is related to our service then we’ll contact you directly to work through the issue and continue to update you via email. We’ll monitor your complaint progress regularly to ensure we resolve it as soon as possible. We aim to resolve all complaints within 20 business days.

If it takes longer than 20 business days we’ll contact you to let you know and to give you further options.

If you’re not satisfied:

We’re a member of the Utilities Disputes Scheme, which is a free and independent complaints resolution scheme. If you are dissatisfied about the resolution of your complaint, or we can’t resolve your complaint or problem within 20 business days, you can take your complaint to:

You can also take your complaint to the Office of the Ombudsman, to the courts or the Disputes Tribunal.

We also encourage you to check that you’re on a good deal by using Consumer New Zealand’s independent service www.powerswitch.org.nz to compare electricity providers and plans available to you.