Keeping you safe and connected

Among other things, it’s our promise to keep you safe and to help you manage your energy costs. It also includes other commitments to you such as:

• Mutual respect and care during all interactions as part of our values/tikanga.
• Working with you in a collaborative and constructive way to solve problems.
• Helping you make decisions so that you have the opportunity to be on a pricing plan that best suits your needs and how you can obtain information about your consumption.
• We will work to understand your situation and are proactive in offering assistance.
• Learning from our experiences to continually improve our support processes.
• Communicating with you in a timely, accessible and clear way.
• Working together to resolve payment difficulties as early as possible and, with your permission, linking you to support or social agencies to assist you.
• Working with you to try to keep your electricity connected if you are having payment difficulties.

This policy has been approved by the Head of Customer Service at Contact at the time it was first published. If you have any questions or concerns about the policy, contact our Customer Wellbeing Manager  who is responsible for ensuring our practices and processes meet the EA Consumer Care obligations. 

Here are some helpful links for you:

Electricity Authority Consumer Care obligations

Gas Industry Company Consumer Care guidelines

Contact details for Utilities Disputes:

Website: utilitiesdisputes.co.nz
Email: [email protected]
Phone: 0800 22 33 40
Fax: 0800 22 33 47
Post: PO Box 5875, Wellington 6140 Freepost 192682

Social agency assistance:

Website: workandincome.govt.nz
Phone: 0800 559 009
Other social agencies include the Citizens Advice Bureau, local Mayoral Fund or Age Concern.

Budgeting advice:

You can contact the free financial Helpline from Money Talks
Website: moneytalks.co.nz
Phone: 0800 345 123
SMS on 4029 or use [email protected]

Useful information from the Energy Efficiency and Conservation Authority (EECA) https://www.eeca.govt.nz/