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Help & consumer information

Everything here is also printed on the back of every PowerHub invoice. If something has gone wrong, or you just want to check you are on the right plan, this page tells you who to talk to and what it costs you - which in every case below is nothing.

Something not right?

Talk to us first. We would rather hear about a problem early and fix it than have you put up with it. Call 0800 769 374, Monday to Friday 8am to 6pm, or email info@powerhubgroup.com. Tell us what happened and what you would like us to do about it. We will work with you to resolve things quickly and fairly.

If we cannot resolve your complaint, you do not have to leave it there. Utilities Disputes is a free and independent service for energy complaints. They are not part of PowerHub and they do not charge you anything.

If you believe a power company has not met the Electricity Authority's consumer care obligations, you can also raise it with the Authority directly at ea.govt.nz.

Are you on the best power plan for you?

Check at billy.govt.nz - a free, independent comparison and switching site run by the Electricity Authority. It is not ours and we do not see your results. If it shows you would be better off somewhere else, that is worth knowing.

Billy support: support@billy.govt.nz or 0800 245 596 (0800 BILLY NZ).

Power cut or lines fault?

Call your local lines company, not PowerHub. They own the poles and wires in your street and they are the only ones who can restore your supply. They answer 24 hours a day. The number for your area is listed on our power cuts and faults page. In an electrical emergency, call 111.

Medically dependent on electricity?

Tell us today on 0800 769 374 - do not wait for a power cut. If someone at your property depends on mains electricity for critical medical support, we can register your ICP and help you put a plan in place for outages. Registration is free, and it means your lines company knows too.

Struggling to pay?

Contact us before the due date, not after. We offer payment plans, and we can refer you to free budgeting support through MoneyTalks - moneytalks.co.nz or 0800 345 123. Talking to us early gives us more options, not fewer.

Our Customer Care and Hardship Policy sets out what we do and what you can expect.

Meter readings and usage

Track your usage and submit your own reading in the PowerHub app, or at my.powerhubgroup.com.

Changed your mind about joining?

You have 10 business days from paying your membership fee to tell us. If your switch has not gone through yet, no invoice will have been raised - we refund the fee in full and there is nothing further to pay. If it has gone through, we send a final invoice for the electricity you have used and the one-off charges on your account, and once that is settled we refund your membership fee in full. Any prudential you have paid is returned to you. Call 0800 769 374 or email info@powerhubgroup.com. The full wording is under Changing your mind in our terms.

How to reach us

PowerHub Limited, Level 8, 139 Quay Street, Auckland 1010
Phone 0800 769 374, Monday to Friday 8am to 6pm
Email info@powerhubgroup.com

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