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Contact us

For your Home

0800 10 18 10 or
09 526 8270 from your mobile
+64 9 526 8270 from overseas

8.00am - 8.00pm Mon - Fri
(best time to call 1 - 4pm)

 

Holiday operating hours

Please note: we are closed on public holidays and weekends.

Fax
0800 10 18 11


GLO-BUG
Phone 0800 773 729
www.globug.co.nz

 

For your Business

0800 20 18 20 or
09 526 8288 from your mobile

8.30am - 5.00pm Mon - Fri

 

Holiday operating hours

Please note: we are closed on public holidays and weekends.

Fax
0800 20 18 21

GLO BUG
Phone 0800 773 729

 

General Contacts

Post
Mercury Energy
Private Bag 92008
Victoria Street West
Auckland 1142

 

Formal complaints

Got a gripe? We're not happy if you're not. Find out more.

 

Media enquiries

Do you have a media enquiry? Find out more here.

Who to call when the power goes out

For more information about power and hot water outages, please visit our outage page.

Auckland (All areas)
0508 832 867 (0508 VECTOR)

Northpower

09 430 1800

Top Energy
09 401 5440


WEL Networks
0800 800 935

The Lines Company
0800 367 328

Counties Power
0800 100 202

Westfield Trust (Electricity and gas)
0800 490 004

All other areas
0800 232 858 (0800 2 FAULTS)
 
Gas faults
0800 232 858 (0800 2 FAULTS)

Please note: Mercury cannot log faults or provide updates on faults. Please contact the appropriate number above. 

Email Us

Email us

Top FAQs

How can I pay my bill?
We believe that no two people or businesses are the same. That's why we offer so many options for paying your Mercury bill. We also offer prompt payment discounts to people who pay their bill in full and on time.

For your convenience, the following methods of payment are available to all of our customers (unless your power is currently billed through your RD1 Account or PGG Wrightson Account):

 


We do not accept cash payments, please do not send cash via post.


Direct Debit
Direct Debit is a hassle free way to pay your power bill each month.

Setting up a Direct Debit is easy, here’s how you do it:

ONLINE:
For residential customers, simply login into the My Account section of our website to set up payments online

BY POST:
Business and residential customers can download a Direct Debit authority
here and post it back to us at:
Freepost Mercury, Private Bag 92008, Victoria St West, Auckland 1142

PHONE:
Call us on 0800 10 18 10 (residential customers only)

As with everything, terms and conditions apply.

 

Credit Card
You can set up a recurring credit card payment or make a one-off payment online in the My Account section of the site (Visa, Mastercard, Diners card and AMEX only), or you can make a one-off credit card payment over the phone.

Please note that credit card transactions are only available on some price plans - for instance, credit cards can’t be used for payment of bills for half hour metered sites.

A $5 fee applies to any dishonoured payment.
The following fees are applicable for credit card payments over the phone: 

  • One-off credit card transactions *** up to $500    - $2.50
  • One-off credit card transactions *** over $500     - $5.00
  • One-off credit card transactions *** over $1,000  - $10.00

*** Credit card transaction fee does not apply to pre-arranged recurring monthly credit card payments.


Telephone Banking
Telephone banking services make life pretty easy – well, the bill paying part of life anyway.
Add Mercury Energy to your payee options with your bank, then transfer the amount of your bill each month.

Internet Banking
If you’re already banking online, paying your power bill is as easy as pie. Be sure to add Mercury Energy to your payee options and when your monthly bill comes due, transfer the payment.

Here’s some key info you’ll need for internet banking purposes:

Name of Bank: ASB Bank
Branch: Corporate Banking
Name of account: Mercury Energy
Account Details: 12 3013 0893681 00
Particulars: Be sure to include your first two initials and your surname (or your business name) here
e.g. JT Smith or JT Business Ltd
Reference: Add your Mercury Energy account number here.

Automatic Payment
Simply authorise your bank to make an automatic payment at regular intervals (this can be monthly to coincide with your bill). Please ensure you set the intervals to cover your monthly bill. To download an automatic payment authority form click here. Make sure you fill it in and return it to your bank to get started.

In Person
You may pay your bill over the counter at various NZ Post locations. Payments made in person will cost $1.50 each time. Payments made by cheque in person will not incur an additional cheque fee.


By Cheque
You can send us a cheque in the mail, but please be aware that this will incur a $0.50 fee.
Here's the address to send your payment to:
Mercury Energy
Private Bag 92008
Victoria Street West
Auckland 1142

 

Who do I contact if my power goes out?

 

Unfortunately, there are a number of reasons why your power or hot water can go out, so it pays to be prepared. Here are a few pointers:

  • if there's a weather warning in place charge your phone while you can (and anything else you may need)
  • grab a few torches (or candles for mood lighting)
  • dig out a thermos or two for keeping boiled water hot
  • make sure you can easily access a gas cooker or BBQ for cooking
  • plug-in an old school corded phone as these do not need mains power to work

 

If the power or hot water goes out:

  • contact the appropriate faults line - see below for details
  • unplug any sensitive appliances or devices; or use a power surge protector
  • check on neighbours to ensure they are safe and comfortable (let’s stick together!)
  • if you have people in your home (or neighbourhood) who rely on electricity for medical purposes, please ensure they are safe. If necessary, please contact your healthcare provider or call 111 in an emergency

Who to call

Auckland (All areas)
0508 832 867 (0508 VECTOR)

Northpower

09 430 1800

Top Energy
09 401 5440


WEL Networks
0800 800 935

The Lines Company
0800 367 328

Counties Power
0800 100 202

Westfield Trust (Electricity and gas)
0800 490 004

All other areas
0800 232 858 (0800 2 FAULTS)
 
Gas faults
0800 232 858 (0800 2 FAULTS)

Please note: Mercury cannot log faults or provide updates on faults. Please contact the appropriate number above. 


Looking for information on current outages?

Check out your lines company's website for information on known outages.
 

Top Energy - Visit their website for news on outages and lines maintenance.
Northpower - View listed faults and outages on their website.
Vector network 
- Check out the Vector outages map on their website (please note: this will not show hot water outages). You can also download their app for Android and iPhone.
Counties Power -
Visit their website to view the outages map.
Westpower - View a list of planned and unplanned outages on their website.
Electra - View information on the Electra network status here.
Powerco - View a list of known faults on their website.
WEL Network - View a list of known faults on their website.
Waipa Network - View a list of known faults on their website.



 

What do I do if I need power for medical reasons?

 

If it's vital your power stays on, it's vital you let us know.

AUCKLAND power outage updates:

For the latest information and updates from Vector on the current outages affecting Central and East Auckland, please visit our Facebook page or the Vector website.

If you, or someone in your home or neighbourhood is dependent on power for medical reasons, we advise you to make alternative arrangements for their safety. If there is an emergency, please call 111

Would being without power be dangerous for your health?
 
If you or someone you’re living with;
- Is dependent on mains electricity for critical medical support (for example, for the use of medical equipment); and
- The loss of electricity could result in loss of life or serious harm…it’s important that you let us know.

Next steps:
 
If you think you are medically dependent you can complete the online form here or phone 0800 63 00 01.

Once you’ve told us:
- We’ll put you on our Medical Dependency Register. As long as you are on this register, we will not disconnect your power.
- You will need to show us proof of your medical condition or disability within 30 days of being registered (including information about why you need your power to stay connected)
- We’ll send you a form to fill out which your doctor must then sign.


You will still need to pay your power bills - and we can help you manage this.

Are you a vulnerable customer?

If you or someone you're living with;
- Needs power because of age, health or disability; and
- The loss of electricity is a threat to health or wellbeing; and/or
- It is genuinely difficult to pay elecricity bills because of sever financial insecurity;
...it's important you let us know.


If you think you are a vulnerable consumer, please call us immediately on 0800 63 00 01 or complete the online form here.


Finding it hard to pay?
 
We understand that sometimes it’s tough to pay your power bills. So if you are having trouble, there are some things you can do:
 
- Ask family and friends for help
- Ask your church or other community group for help
- Call Work and Income New Zealand on 0800 559 009 to ensure you are receiving all the money you are entitled to
- Call a budgeting advice service close to you. There are free and confidential budgeting services throughout New Zealand. To find one in your area, contact one of the budget agencies listed below.
- Contact us to talk about other options for payment. Below you’ll see some alternative ways to pay your bills

Payment options

Pay your bill in stagesWe may be able to help you by letting you pay your bill in instalments.
If we agree, the amount owed can be repaid over a set period of time
Any new charges must be paid when they are due
Your income goes directly to help pay your billDepending on your circumstances, we may be able to use some of your wages, salary or benefit to directly pay your bill (this is called Income Redirection). This may make things easier for you, as it may be possible to pay a regular set amount.
- Smooth your payments and keep things the same each monthWe may, depending on your circumstances, be able to take the highs and lows out of your yearly electricity costs so that you pay the same amount for your power each month. We can also add on to this any debt you owe. We’ll keep an eye on what you’re actually using and re-adjust your monthly payment if required, so you’ll never be paying more than you need to.
Pay-as-you-go. You can choose a pay-as-you-go electricity product such as GLO-BUG. This may make it easier for you to manage your electricity spend and keep on top of payments.


To find out more about any of the above, please call our Customer Payment Solutions Team on 0800 10 18 60.

Do you need someone to speak for you?

If you think you could have difficulties paying your bills or may have trouble communicating with us for any reason, you can provide us with one or more preferred contacts who could speak to us on your behalf. This could be a family member, a friend, or a social agency.
They don’t have to pay your bill, but can help you sort out any payment problems. To help you, the preferred contact will need to be able to access your account details. To do this we will need your permission.

To add a preferred contact, please call our Customer Services Team on 0800 63 00 01, or complete the Authorised Account Holders form online under ‘Update My Details’ within ‘My Account’.

Need some help with your bills, or budgeting?

The following agencies may be able to help you with bill payments, or speaking to us on your behalf:
 
- Citizens Advice Bureau: 0800 FOR CAB (0800 367 222)
- New Zealand Federation of Family Budgeting Services: 0508 BUDGET (0508 283 438)
- Salvation Army: Find a centre near you
- Work and Income New Zealand: 0800 559 009
 
What are Mercury's special fees and services?
Service fees are a necessary part of being able to give you the best of us and our services.

Service fees apply to both our residential and business customers with single or 3-phase connections of 100 amps or less (if that’s too technical, give us a ring and we’ll be able to help! 0800 10 18 10).

Here are our fees (GST is already included):
1) Meter reading
2) Electricity disconnection or reconnection fee (per visit)
3) Gas disconnection or reconnection fee (per visit)
4) Metering Inspection call out fee
5) Repeat site visit
6) Metering call out fee (per visit)
7) Customer site visit (per visit)   
8) Prepay install - absent/refusal fee 
9) Non-network fault call out fee 
10) Non-network no hot water call out fee       
11) Administration fees   
12) Transaction fees

13) Bond
14) Remote meter reader  
15) After hours meter reading*  
16) Three year fixed



1) Meter reading - special (interim) or final
  • Charged when a meter read is requested.     $15.00
  • Available appointment blocks are between 8am-12pm or 12pm-4pm.
  • No fixed times are available.


2) Electricity disconnection or reconnection fee (per site visit)* 

  • Disconnection for arrears or request by customer (safety disconnection) within working hours (8:00 - 5:00pm).     $70.00
  • Disconnection request by customer (safety disconnection only) within 3-5 hours, after hours, on the weekend or on a public holiday.     $120.00
  • Reconnection on same day during working hours (8:00 - 5:00pm).  
    All reconnection request calls to be made by 4pm.     $70.00
  • Reconnection request by customer within 3-5 hours. After hours, on the weekend or on a public holiday.     $120.00
  • Reconnection of power which has been off for more than six months (Service available in selected areas only)**.     $140.00
    * Fees may be charged for each site visit even where a disconnection or reconnection is unsuccessful.     
    **An additional charge may apply for urgent reconnections when a safety inspection is required. 

3) Gas disconnection or reconnection fee (per site visit)*     
  • Disconnection (temporary or transitional ONLY) for arrears or request by customer (safety disconnection) within working hours (8:00 - 5:00pm).     $120.00
  • Reconnection on same day during working hours (8:00 - 5:00pm).  All reconnection request calls to be made by 4pm.     $120.00
  • Reconnection request by customer within 3-5 hours. After hours, on the weekend or on a public holiday.     $185.00
    * Fees may be charged for each site visit even where a disconnection or reconnection is unsuccessful     

4) Metering inspection call out fee    
  • Charged per visit when you request a representative to visit your premises to inspect, test, install and/or change your metering. This includes new connections, BTS to perm, meter shifts, overhead to underground, upgrade and downgrades, inspection after prescribed work and resealing a meter*.     $241.50
    *An additional charge may apply for urgent reconnections when a safety inspection is required.  The new connection/BTS to perm fee may vary in some areas.
    Contact 0800 49 0003 for more information.     

5) Repeat site visit     
  • When Mercury Energy sends a contractor to a site and the job is not ready or access cannot be obtained a fee will apply.     $92.00

6) Metering call out fee (per visit)     
  • Charged per visit when a representative is required to visit your premises but the job type does not require an electrical inspector to view. This includes a tariff change where there is a physical change to the meter is involved, faulty meter, high consumption issue, and you requesting a site visit.      $120.00

7) Customer site visit (per site visit)      
  • Representative is required to visit your premises after all reasonable efforts have been exhausted to make contact with the account holder and or alternative contact to discuss your power account, medical dependency or vulnerability status.      $60.00
    (Please note: Fees may be charged for each Customer Site Visit even where contact is unsuccessful).

8) Prepay install - absent/turndown fee     
  • Charged if you do not keep an appointment to install a prepay meter or if you refuse to allow one of our representatives to install a prepay meter.     $75.00
  
9) Non-network fault call out fee     $105.00

10) Non-network no hot water call out fee     $105

11) Administration fees

  • Payment dishonour.     $5.00
  • Debt management.     $25.00
  • Invoice copy.    $5.00
  • Credit refund (free on closed accounts).     $25.00
  • Price plan change (one free per year. A meter inspection call out fee may apply).     $40.00
  • Collect outstanding debts. All costs.

12) Transaction fees
  • Payment made in person over the counter     $1.50
  • Payments made by cheque **    $0.50
  • One-off credit card transactions *** up to $500     - $2.50
  • One-off credit card transactions *** over $500      - $5.00
  • One-off credit card transactions *** over $1,000   - $10.00

13) Bond     
A bond may be charged as security for payment of your energy supply:     

  • Residential per connection:     $150.00
  • Commercial per connection: The greater of $500 or three times the average monthly charge.
    This is based on actual or estimated monthly charges, over the preceding 12 months, for the previous occupant.     

14) Remote meter reader  
  • Daily Charge (ex GST)     12 cents per day

15) After hours meter reading*     
  • Weekend or weeknight read (ex GST)     9 cents per day

16) Three year fixed
  • Special terms & conditions apply to the Three Year Fixed Plan. For terms & conditions, click here.

*Conditions apply. Not available in all areas.     
**Payments made by cheque in person over the counter will be $1.50 (they will not incur the additional cheque fee).     
***Credit card transaction fee does not apply to pre-arranged recurring monthly credit card payments. Credit card transactions are only available on some price plans.     
**** Excluding change from Three Year Fixed. For terms & conditions, click here.   

How do I move home or premises with Mercury Energy?
If you are an existing Mercury Energy customer there are a couple of options available to you to make moving home or premises easy.

Moving is simple online via the My Account section of our website. If you'd rather get in touch via a phone call, you can contact us on 0800 10 18 10. Business customers please call us on 0800 20 18 20 to move.

When moving you'll need to:
  • Give us four working days notice
  • Give us your forwarding address
  • Arrange for a final reading at the address you're leaving - this can be an estimated reading, a customer reading or an actual reading from a meter reader (fees apply)
  • Provide an accurate supply address (street address) to which you are moving
  • Give us the date you're leaving your old home/premises and moving into your new one


Click here to download a free moving checklist.

If you are not already a Mercury Energy customer then join Mercury and become a part of our family.

 

How do I submit a formal complaint?

If there's anything you're not happy about in your relationship with Mercury Energy, please let us know. We'll do our best to fix any problems as soon as possible.

1) All you have to do is call
Phone our Customer Service Team on the following numbers:


  • Residential customers                     0800 10 18 10
  • Business and farming customers     0800 20 18 20

You'll find most problems can be resolved over the phone. If for any reason you feel your problem has not been sorted this way, there are other steps you can take.

2) What if we can't sort it out over the phone?
You may make a formal complaint. Mercury Energy’s internal complaints process is free for consumers to use. For your convenience, you can use the online Formal Complaint Form or you can write to us at: 

Mercury Energy
Private Bag 92008
Victoria Street West
Auckland 1142

We’ll acknowledge your complaint within two working days, confirming that we've received it and provide the name of the person dealing with it.

Within seven working days, you will receive an update on the progress of the complaint, either by phone or via a written explanation.

3) Your other options
We're sure we'll be able to sort out any problems between us. However, if you are dissatisfied with our response to your complaint, or if we have taken longer than 20 working days to resolve your complaint (Mercury Energy may notify you in writing of good reason to take up to 40 working days to resolve a complaint, where such reason exists), you have the right to take your complaint to the Electricity and Gas Complaints Commissioner (EGCC). The EGCC is a free and independent disputes service and can be contacted as follows:



Electricity and Gas Complaints Commission
Freepost 192682
PO Box 5875
Lambton Quay
Wellington 6145

 

You can also choose to contact:

  • Citizens Advice Bureau
  • Community Law Centre
  • Ministry of Consumer Affairs
  • Your Lawyer
  • Disputes Tribunal
  • Courts

Important Note
Nothing in this process reduces or takes away any rights you may have under the Consumer Guarantees Act 1993, or your right to make a claim to a court or disputes tribunal, or your right to refer your complaint to the Electricity and Gas Complaints Commissioner at any time.

Complaints about disputed bills
If you make a complaint disputing any amount on your bill, we won't disconnect your supply for not paying the disputed amount while we are investigating your complaint.

If you take your complaint to the Electricity and Gas Complaints Commissioner and we are advised of this, we won't disconnect your supply for not paying the disputed amount while your complaint is being considered.

Please note that you will still need to pay any undisputed amounts to avoid any action being taken by our credit department. Also, this does not stop us from disconnecting your supply for other reasons, as detailed in our Standard Terms and Conditions.



What is GEM and what does it do?

GEM Frequently Asked Questions

Click on the link below to go straight to the answer you're looking for....


What does ‘similar homes’ mean?
What does ‘efficient similar homes’ mean?
How did you choose the homes that are being used in the similar homes comparison?
I’ve provided additional information about my home – when will my similar homes comparison be updated?
How do I update the size of my home?
Will you share my information with others?
Why can’t I see my similar homes comparison?
How do I provide feedback about GEM?
Where can I learn more about how to be energy efficient?
I am medically dependent and certain equipment prevents me from reducing my energy use. How can GEM help me?
Why does it say that my usage data was estimated?
Where was the weather information sourced from?
My daily costs in GEM don’t add up to my monthly bill amounts. Why is this?
Why is my projected bill saying zero?
Where does the information from my savings tips come from?
I can’t see any cost data. Why is this?
I’m a new customer to Mercury. When can I access GEM information?
I don’t have a smart meter yet. What features are available to me?
How do I upgrade to a smart meter if I don't already have one?


What does ‘similar homes’ mean?
GEM compares your usage against other similar homes. It shows you how you’re doing compared to approximately 100 other Mercury homes that are located near to yours and are similar in size.
 

What does ‘efficient similar homes’ mean?
Your energy use is compared to a group of approximately 100 Mercury homes similar to yours. Efficient similar homes are the most efficient 20% of these homes.
 

How did you choose the homes that are being used in the similar homes comparison?
To ensure the comparison is meaningful, we compare homes that are located near to yours and are similar in size (we only include homes that appear to be occupied). There are some attributes about your home that would help to improve the comparison such as the number of people living in your home and features like spa pools and swimming pools. You can provide additional information about your home by logging in to , clicking on GEM and updating your details in the Tell us about your home section. We will use this information to enhance your similar homes comparison.
 

I’ve provided additional information about my home – when will my similar homes comparison be updated?
It can take up to one billing cycle for your update to be reflected in the comparison.
 

How do I update the size of my home?
You can change the size of your home by logging in to clicking on GEM and updating your details in the Tell us about your home section. It can take up to one billing cycle for your update to be reflected.
 

Will you share my information with others?
All information about your home and your Mercury account will be kept confidential and will only be used to provide you with more personalised information.
 

Why can’t I see my similar homes comparison?
We need at least three bill cycles worth of data before we can start showing you your similar homes comparison.
 

How do I provide feedback about GEM?
We welcome your feedback. Please contact us with your comments or suggestions for improvement by calling 0800 677 847 or emailing us at gem@mercury.co.nz
 

Where can I learn more about how to be energy efficient?
You can view all of the GEM savings tips by logging in to My Account and clicking on the Ideas and Advice section of GEM. The following websites are also great resources:

I am medically dependent and certain equipment prevents me from reducing my energy use. How can GEM help me?
Your health is our priority and we do not want you to risk your safety. Please give us a call on 0800 677 847 if you would like to discuss safe ways of reducing your energy consumption.
 

Why does it say that my usage data was estimated?
Sometimes unusual circumstances prevent us from obtaining a meter read. When this happens, we will estimate your usage for that period. We’ll do our best to replace the estimated data with an actual meter read as soon as possible.
 

Where was the weather information sourced from?
The weather information used in GEM is sourced directly from www.wunderground.com
 

My daily costs in GEM don’t add up to my monthly bill amounts. Why is this?
The amounts shown in the cost view include GST and assume that you have received Mercury's prompt payment discount, even if you did not receive that discount for the period shown. The daily and half-hourly views only show the variable cost component and do not include the daily fixed charge. Please be aware of this if comparing against your total bill. Data may be estimated if actual meter reads are unavailable.
 

Why is my projected bill saying zero?
We need at least seven days of data before we can accurately start projecting your bill.
 

Where does the information from my savings tips come from?
The information we provide is sourced from a variety of different New Zealand sources including:

You can visit these sites to find other ways to make savings.
 

I can’t see any cost data. Why is this?
Cost information may not be available to customers on some price plans or with some types of meter. You are, however, able to view your usage information. Our Customer Service Representatives are more than happy to identify your meter type for you, give us a call on 0800 677 847. You should also check out our ­what features are available to me answer, which tells you the features that are available to customers who don’t have a smart meter yet.


I’m a new customer to Mercury. When can I access GEM information?
As you’re a new customer we need usage data for your home before GEM starts presenting it to you. If you have a smart meter, this will be in a few days. If not, we need to complete one billing cycle before GEM starts presenting information to you.
 

I don’t have a smart meter yet. What features are available to me?
Even if you don’t have a smart meter, you can still experience many of the benefits of GEM including:
·         Track your monthly usage and monthly costs
·         Compare your bills with previous months and the same bill last year
·         Compare your home against similar-sized homes nearby
·         View personalised energy saving tips and set a goal to see how you’re tracking 


How do I upgrade to a smart meter if I don't already have one?
To find out how to upgrade to a smart meter, simply give us a ring on 0800 10 18 10.
Easy as.