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COVID-19 support

As an essential service we’re continuing to operate under Alert Level 2 and 4. Read our COVID-19 updates.

Did you experience a full power outage on Monday 9th August?

We’ll be providing Genesis customers who experienced a full power outage a $50 account credit. This is in recognition of this unique situation and a market response that did not deliver to New Zealanders as it should have during a very cold winter evening.

If you were affected by an outage, there’s nothing that you need to do to receive your credit - it will be automatically applied to your account and we’ll contact you directly soon to confirm.

We are now working with our industry partners to ensure the situation that occurred on Monday night won't happen again.

Want to talk to someone?

For Residential
0800 300 400
  • Monday to Friday
    8am - 7pm (Live chat – Billing and Payments)
    8am - 5pm (Live chat – Sales and Moving)
    8am - 7pm (Phone - Service queries)
    8am - 7pm (Phone - Sales and Moving queries)
  • Fax: 0800 110 999
  • From overseas: +64 7 838 7863
For Business
0800 600 900
  • Monday to Friday
    8am - 7pm (Live chat)
    8am - 6pm (Phone)
  • Fax: 0800 110 999
For Your Trade Connections
0800 155 010
  • Monday to Friday
    8am - 4.30pm
  • Fax: 0800 155 989
0800 300 400
Fraud or suspicious activity
0800 300 400

We want to get things right. If you have a concern, give us a call or chat with the team. If we're unable to resolve things, you can contact the independent Utilities Dispute team on 0800 223 340 or visit

Are you on the right energy plan? Give us a call, chat with our team, or check out Powerswitch, a free and independent energy plan comparison site. Go to