CALL OUR PAYMENT SOLUTIONS TEAM
If you're finding it hard to pay your bill, our Payment Solutions team are available on 0800 10 18 60, Monday - Friday, 8.00am - 5.00pm.
FINDING IT HARD TO PAY YOUR BILL?
Our dedicated team is here to help. We understand that sometimes it can be hard to pay your bills. It could be a sudden change or an ongoing challenge, and it can happen to any of us, at any time. Everyone's reasons will be different, and we want to hear your story.
This webpage is also available to view in the following languages:
Tirohia ki ēnei kōrero i te reo Māori
ways we can help
Call our Payment Solutions Team on 0800 10 18 60. We'll match you with a support person who will help you find the right payment solution so you can focus on what matters most to you.
For all other enquiries or broadband support, please call our general Mercury contact number on 0800 10 18 10.
When you contact us, we will:
- Work on a payment plan to suit your situation.
- Discuss setting up weekly, fortnightly, or monthly payments to make budgeting easier.
- Ensure you’re on the best plan for your household’s needs.
While you work with us, we commit to:
- Keeping your services connected.
- Not referring your debt to a collection agency.
- Helping you keep your utility bills to a minimum, including refunding fees such as disconnection, reconnection, and late payment charges.
GET IN TOUCH
If you need help communicating with us, you can authorise one or more people to speak to us on your behalf. An authorised contact can be a family member, a friend, or a social agency. If you’d prefer to speak to us in a language other than English, we can help. Please contact us to arrange an interpreter.
MERCURY GENERAL ENQUIRIES
For all other enquiries or broadband support, please contact us here.
Needing more support
Our Here to Help Team will work with you to find the right solution. Your story is important to us, and we'd love to hear it. We care about our customers and want to take the stress out of managing bills and payments.
HERE'S HOW WE CAN HELP
Our specialised Here to Help team work with agencies that can also offer support. With your permission, we can link you to one or more of our trusted partners to provide additional support and guidance. Not all services are available in every community, but don't worry we'll do our best to help and find a service for you.
Help people find their way through Work and Income processes and entitlements and supports them to manage their money. Visit moneytalks.co.nz.
Aim to help more New Zealanders get on top of problem debt without judgement. Visit debtfix.co.nz.
The EnergyMate website helps consumers make the most of their electricity and provides advice on appliances, power use, and power bills.
Provide small loans with no interest for essential items and support with unmanageable debt. Visit goodshepherd.org.nz.
Provide debt consolidation financial reset loans. Visit moneysweetspot.co.nz.
Provide practical debt help, made possible through partnerships with 46 local churches. Visit capnz.org.
Provide specialised services and support for over 65s. Visit ageconcernauckland.org.nz.
Address financial challenges by empowering Papakura residents with the tools and knowledge to take control of their finances. Visit https://kootuitui.org.nz/kootuitui-budget-service.
Dedicated to providing help whenever it's needed. Every day, they respond to poverty and great need within our city. Visit aucklandcitymission.org.nz/get-help.
Are you on the best power plan for you? Check at billy.govt.nz - a free, independent comparison site.