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

Vulnerable Customers

Vulnerable or Medically dependent Customers


If, for reasons of age, health, disability or severe financial insecurity, disconnection of electricity may present a clear threat to you or a member of your household’s health or well-being, it’s important you contact our Customer Excellence Team. Medically dependent customer status can only be granted through the provision of a Notice of Medically Dependent Consumer Status. This form is available here (PDF Download) or from your primary healthcare provider, who can discuss an emergency backup plan with you. We'll ensure this important information is flagged on your account.

If you have any difficulties with your payments or communicating with us, please provide us the details of a person we can contact on your behalf. This could be a family member, a friend or a social agency.

To add your preferred contact you can easily chat with us live online or give us a call on 0800 086 400.


Having difficulties paying your electricity bill?


We understand that sometimes it can be difficult paying electricity bill on time. We have a number of payment options available to help you – check out our handy guide to staying connected here.

If you’re having difficulty paying your account, please chat with us live online or give us a call on 0800 086 400.

You may also want to discuss your situation with a social agency such as Work and Income. They can be contacted on 0800 559 009. They will ensure that if you qualify, all financial or other assistance is provided to you.