From 23 November we’re changing our name to Frank Energy. New name, same great deal on energy.

Resolution Process

If something is wrong, let's fix it.


If you have a complaint, dispute or problem, simply let us know so we can work with you to sort it. We’ll do our best to resolve any complaint that arises between you and us or our suppliers.

Our free internal complaints resolution service is explained below. This process doesn’t remove any rights you may have under the Consumer Guarantees Act 1993, or to make claims to a disputes tribunal, court or other third party including Utilities Disputes.

Want to talk about a problem?

0800 086 400
  • Monday to Friday 8am - 5pm
  • Live Chat 8am - 7pm
0800 365 007
  • Monday to Friday 8am - 5pm
  • Live Chat 8am - 7pm
  • Energy Online Resolutions
  • Private Bag 3131
  • Hamilton 3240

Our resolution promise


We'll acknowledge receipt of your complaint in writing shortly after receiving your complaint. We'll also call you where possible during this process.

We'll aim to resolve your complaint within 20 working days. If we can't, we'll explaining in writing why we need more time to reach a resolution.

If your complaint is better handled by another party such as a network company, meter company or other retailer, we may refer your complaint to that company on your behalf. We'll notify you that we've referred your complaint and provide you with the appropriate name and contact details.

What you can do next


Utilities Disputes provides a free and independent dispute resolution service for electricity and gas. You may take your complaint to Utilities Disputes if:

  • your complaint has taken longer than 20 working days to resolve and we haven’t written to you explaining why we need more time to reach a resolution; or
  • we’ve taken longer than 40 working days to resolve your complaint; or
  • you aren’t happy with the way we propose to resolve your complaint; or
  • if during our resolution process, the Commissioner of Utilities Disputes considers that you’d suffer unreasonable harm waiting any longer; or
  • if it would otherwise be unjust to wait any longer.

Contacting Utilities Disputes


Phone: 0800 22 33 40 or (04) 914 4630
Phone (International): +64 4 914 4630
Email: [email protected]
Mail: Freepost 192682, PO Box 5875, Wellington 6140