Electric Kiwi Reviews 

Reply from Electric Kiwi

3 days ago

Kia ora Harrison,

Thank you for sharing your experience. You’ve clearly had a frustrating time, and we understand how stressful billing and payments can be, especially if things haven’t gone smoothly. We’re here to help and want every customer to feel respected and understood.

If you’ve had difficulty logging in or paying online, our team can walk you through the process step by step. We aim to make things as easy as possible and are always looking to improve. Missed payments are flagged in line with standard NZ credit practices, but we’re happy to talk through your account and help avoid any negative impact wherever possible.

If there’s anything we can review or resolve for you, please jump on LiveChat. We’d really like to help sort things out and give you a better experience. Thank you again for your feedback.

Reply from Electric Kiwi

5 days ago

Kia ora Mike,

Thanks for sharing your feedback, we understand how disappointing it is when prices change, especially right after you’ve joined. Recent price increases have mainly been driven by changes in network and wholesale costs across the country, which have affected all retailers annually in April, but we were able to push back until the end of winter. We know these jumps are tough, and we only pass on increases when there’s no other option.

We operate fully online, so support is offered through LiveChat, email, and social channels, which helps keep costs lower for customers, but we get that it’s not everyone’s preference.

We appreciate you giving us a try and sharing your experience. If you ever want to chat more or check if there’s a plan that better fits your usage, our team is always here to help on LiveChat.

Reply from Electric Kiwi

5 days ago

Kia ora Belinda,

Thanks for sharing your experience and we appreciate the chance to clarify how our plans work. It sounds like you’ve been on our Everyday plan, which has a flat rate for simplicity, but as a time-of-use company, it's not our most recommended plan overall if you're not strictly using power at peak times.

Our MoveMaster and SundaySaver plans are built to help customers save by shifting usage, whether it’s making the most of the free Hour of Power or taking advantage of lower rates at less busy times. If most of your power use is during the peak or you’re after the lowest flat rate, sometimes another provider or a different plan might be a better fit.

If you’re ever curious to review your options, our team is always happy to jump on LiveChat and recommend the plan that best matches your home’s habits, making sure you’re getting the best deal possible for your situation. Thanks for giving us a try and for your honest feedback. All the best with your new provider!

Reply from Electric Kiwi

Aug 27, 2026

Kia ora Anayr, thanks for sharing your feedback. We know how important fast responses are when you need support, and we really want to make things smoother for you.

Our human team is on LiveChat every weekday from 8am to 8pm, and weekends from 10am to 2pm. Just ask for a human, and we’ll connect you as soon as we can. Outside those hours, our AI Assist chat bot is online 24/7 to help with general questions until the team’s back online the next day :)

If you need something sorted quickly, LiveChat during our staffed hours is always your best bet. We’re always working to improve, so thanks for your honest review.

Reply from Electric Kiwi

Jul 31, 2026

Kia ora Elham, we know how frustrating this process has been and can imagine how stressful it is waiting on a refund. The SundaySaver plan relies on your account always having a credit balance to work each day, and direct debit is our standard payment method, as mentioned in our terms and conditions. When cancelling, it’s important to request closure for all services; otherwise an account can keep providing supply for any remaining services.

Refund timing can be frustrating; once processed, standard banking policies mean it can be 1–5 business days before funds show up in your account. It’s also worth checking the inclusive dates on your final invoice, as the billing period might cover usage that happened just before you closed your account.

We're a time-of-use provider, so costs are based not just on how much, but when you use power. Best savings are for those who can shift usage to off-peak periods. If anything still feels unclear, please reach out on LiveChat and our team can go through everything step by step. We’re more than happy to review your account and get you answers! Thanks for your feedback, it helps us improve, and we hope to resolve this for you soon.

Reply from Electric Kiwi

Jul 31, 2026

Kia ora John! Wow, your review just made our day! We’re absolutely thrilled to hear how well the Hour of Power and your chosen plan are working for you. It’s awesome knowing you’re saving on your bills, helping Kiwis make power more affordable is right at the heart of what we do.

Thanks a million for your kind words and for being part of the Electric Kiwi whānau. If you ever need tips, support, or have questions, we’re always here for you!

Reply from Electric Kiwi

Jul 31, 2026

Kia ora Jan, we understand how stressful it is not getting your bills and then being chased for payment. It sounds like you do get our emails in general so if you’re not seeing invoices in your inbox, they could be ending up in your spam or junk folder, sometimes different email settings filter these messages out. Would you mind checking those folders?

If you still can’t find your bills, please get in touch with us via LiveChat or Facebook Messenger (if email isn’t working for you) so we can help directly and get this sorted out. We just want to make sure communication lands where it should, and that you have all the info you need. Thanks for your feedback, it’s important to us and helps us keep improving!

Reply from Electric Kiwi

Jul 24, 2026

Kia ora Lys, we’re truly gutted to hear about this situation. Having someone open an account in your name is incredibly stressful, and we absolutely take it seriously. Our sign-up process requires ID to be uploaded and verified along with a credit check before an account can be created, so if a fraudulent account was set up, it may mean someone has had access to some of your personal information or identification. For your safety, it might be a good idea to check where your details or ID may have been accessed.

The best next steps are to get in touch with us directly and to file a non-emergency police report. Once you share the report with us, we’ll work with the police to investigate how the account was created and make sure your details are protected moving forward. We completely understand how stressful this is and are here to support you every step of the way. Please reach out when you’re ready so we can help get this resolved together.

Reply from Electric Kiwi

Jul 24, 2026

Kia ora Matthew, we’re truly gutted to hear about your experience, there’s nothing more stressful than seeing unexpected charges or having to wait so long for a refund. That’s not what we ever aim for, and we understand this must have been really upsetting.

We always want to make things right for our customers, and situations like this help us see where we need to improve. If there’s anything we can still check for you or help explain, please reach out, our team is always here and happy to help however we can. Thank you for sharing your feedback. We appreciate you giving us the chance to learn from this and do better.

Reply from Electric Kiwi

Jul 20, 2026

Kia ora Barron! Thanks for letting us know, we understand that being asked for extra ID and having to go through a credit check can feel intrusive and frustrating.

We want to assure you there are solid reasons behind these checks. At the end of a sign-up, our partner Centrix will look up your details. If they are unable to locate these due to things like shortened or non-legal names it can impact the automatic check and become a manual credit check where the team need to verify ID. These checks helps us make sure every application is genuine and that no one else is trying to use your identity, it’s an important way of protecting against fraud and identity theft, which sadly happens far too often in the energy sector.

Another important step is that they help both you and us to be sure that the service we provide is a good fit, and help to prevent anyone from getting into financial difficulty down the track. Like all power providers in NZ, we rely on official credit reporting agencies to inform this process. We know it’s not always what people expect, but these steps are there to keep everyone safe and to meet legal requirements for all customers.

If you’d like any more information about the process, or help understanding the results, please reach out to us directly!

Reply from Electric Kiwi

Jul 20, 2026

Kia ora Jimmy, we’re truly gutted to hear how disappointed you’ve been, especially after being with us for years. We can absolutely understand your frustration around rising prices, no one likes seeing their power bills climb. It’s tough when it feels like loyalty hasn’t been recognised the way it should. The reality is, big increases in network and electricity industry costs across the market have meant we haven’t been able to hold rates steady the way we’d like, and that’s left some long-time customers feeling let down. We really do wish we could do more on that front.

We’re a fully online provider, which means all our support happens over LiveChat, email, or social. We have a different team monitoring online, and have chosen to go without the traditional call centre. This system helps us keep things running more efficiently (and costs lower for our customers), but we definitely hear you that it can be frustrating when you want that direct, personal touch. We know this approach isn’t the right fit for everyone, and we appreciate your honesty and want you to know we’re always here for a chat, a review, or just to talk things through. Just reach out anytime to our LiveChat.

We’re grateful you’ve been with us through all the changes and for sharing your feedback so openly. If you’d like us to take a close look at your account, talk through plan options, or help with anything at all, we’re here.

Reply from Electric Kiwi

Jul 16, 2026

Kia ora Alistair, we’re genuinely gutted to hear about your eSIM experience, especially after so much effort on your end. We absolutely want to get this sorted and would appreciate the chance to go through things with you directly.

With mobile porting (especially for eSIMs), every detail including having an active plan, account name, provider, number, SIM serial, and more has to match exactly to what your previous provider has on file to be able to transfer the number over. Unfortunately, all telco providers in NZ use the same nationwide porting system, which is pretty outdated (ancient) and can be unforgiving if even a small detail is off. We know this process isn’t user-friendly, but it’s designed that way for security and to reduce the risk of fraud or stolen numbers.

As much as we’d love to make the experience simpler, we’re required to follow these specific steps to comply with the national system (to make it work) and keep your details secure. We’re really keen to get you connected, so if you could please hop on LiveChat, one of our team can review everything with you in real time and help pinpoint exactly where things might be getting stuck. We also hope that some day there will be improvements to New Zealand's national porting infrastructure.

Reply from Electric Kiwi

Updated Jul 7, 2026

Hey Steve! Thank you for letting us know, and we're gutted to hear it wasn't so smooth. Since we're online-based, all signups are done via our website where plans are selected on the first page. By the sounds of it, you may not have ticked the plan you wanted, so it would have defaulted to the first one. That's no worries, the team on Livechat can help sort that out!

That's also fantastic advice! It's always vital to check your thanks for joining email after signing up to anything to make sure details are correct too. Thank you for bringing that up too. If anything else is still looking off, please do get in touch with us on Livechat!

Reply from Electric Kiwi

Jul 7, 2026

Hey Benjamin! We're truly gutted to hear that and definitely keen to get that all checked out! Please do reach out via LiveChat on our website and the team can take a look!

We are are direct debit first as a company so by the sounds of it the invoiced amount may have attempted for any remaining balance as well as the newest invoiced period.

When it comes down to getting the bills the lowest for your home, it all depend on if the plan style, rates and home habits all align, we are a time-of-use company so we aren't always the best fit for homes where peak usage is the majority. We're geared towards homes that are keen to get more hands on with their power and loadshift their usage to make that difference. We're keen to have a chat and check out if you're on the best plan for your usage habits!

Reply from Electric Kiwi

Jun 22, 2026

Hello Kate. We’re genuinely gutted to hear about your experience, especially after being with us for eight years. We know high bills and times of financial pressure are incredibly tough, and we regret that things felt so difficult during your final months with us.

If you’d like, we’re still more than happy to take a look at your account and see if there was a plan that might have better suited your household, or to clarify any confusion around the payment plan status and pending amount, often that pending payment is just the final step needed to bring the account out of payment plan mode. We’re always here to double-check and make sure everything is as clear as possible, even after you’ve switched.

We truly appreciate the all the previous loyalty and time you spent with us and, while we wish it was a better ending, we absolutely want the best for you and your family. We hope your new provider is a perfect fit and things are much smoother going forward.

Thank you for all your years with Electric Kiwi, and take care.

Reply from Electric Kiwi

Jun 12, 2026

Hello Karl, thank you for letting us know your feedback! We're genuinely gutted to hear about your experience. Going three weeks without internet is incredibly disruptive, and it’s clear we didn’t meet your expectations for support and communication.

From what you described, it sounds like the setup issue came down to the ONT and modem compatibility and tagging required for your connection. In these cases, our team often needs to wait for the local fibre company, Enable, to update settings, and unfortunately, their response times can be slower than we’d hope, especially for fixes to things like tagging changes.

We know this doesn’t make it any easier or less frustrating, and we absolutely take your feedback on board. Our team do their best on LiveChat, but a session can time out if there isn't activity for a while, so likely the team didn't intend to leave you hanging. We’re glad to hear your new provider was able to get you sorted quickly, and we appreciate you sharing your experience so we can keep improving how we help our customers through issues like these. Wishing you all the best from here!

Reply from Electric Kiwi

Jun 12, 2026

Kia ora Laura, we’re genuinely gutted to hear how tough and frustrating this experience has been, especially when trying to set up a payment plan during a hard time. That feeling of being bounced around and not getting clear answers is the last thing we want for anyone.

The best way to sort out payment plan issues is to jump onto our live chat, where the team can check your account balance, payment plan status, and make sure everything is working as it should be. Sometimes, if direct debits fail several times in a row, the payment plan can be cancelled automatically and an email to let you know. Your account then reverts back to standard billing, which may have happened here. We definitely want to look into this further with you and find a solution that works.

If you’re able, please hop on live chat at your next opportunity so we can review your arrangement together and get things back on track. We’re keen to sort this for you and make the process much smoother from here.

Reply from Electric Kiwi

Jun 8, 2026

Kia ora Casey, we’re gutted to hear you’ve had such a stressful time with your payments and billing, and we’d really like to help clear things up for you.

Our accounts are set up for direct debit as the primary payment method, but if you make a manual payment (e.g., by card) and we receive it, even after an initial decline, our team will make sure that payment is added to your account. From what you’ve described, it sounds like your manual payment has been applied, but we’re happy to double-check that for you to make sure everything matches up.

With billing, if a scheduled direct debit doesn’t go through, the unpaid balance is added to your next invoice unless it’s covered by a manual payment before the next billing date. That’s why sometimes your “amount due” can look higher, it’s the current invoice plus any unpaid past balance. If you see a bill of $200 but your usage charge is $90, chances are the difference is a previous unpaid balance being carried over.

In terms of the usage not making sense, it might be worth checking if you’ve signed up to the correct ICP (the unique identifier for your property’s meter). If you've signed up to the wrong property (the ICP on your account doesn’t match your actual meter) then charges can be incorrect. If you’re unsure, reach out to us with a photo of your electricity meter, and we can check it's set up right. It's always important to make sure you're signing up to the right address as the meter is the way power is supplied and accurately providing half hourly intervals of usage readings.

Power costs can also vary day to day, especially with time-of-use billing, depending on when and how much power is used. But we absolutely want things to be clear and accurate, so let us know if anything looks off, we’ll happily review your usage and address for you.

When it comes to payment plans, they must cover both any overdue balance and your ongoing weekly usage to be effective. We’ll always do our best to offer a plan that works, but sometimes extra support may be needed. If that’s the case, there are government and community resources like WINZ, MoneyTalks, and Citizens Advice Bureau that can help with guidance and energy support.

We’d really like to help sort this out and answer any questions you have. Please get in touch on Live Chat so we can check your payments, usage, and account details directly.

Reply from Electric Kiwi

Jun 5, 2026

Kia ora Ahmed, thank you for letting us know! We’re keen to help get to the bottom of what’s happened with your account. Billing with Electric Kiwi is heavily based on time-of-use so this means when and how much power and the time you use it at each day has a big impact on your overall cost, and plan fit can make a real difference. In some cases, a different plan or usage pattern might be better suited, depending on your household's needs.

We’re more than happy to take a look at your account and see exactly what’s gone on with your billing. If you’re open to it, please jump on Livechat or send us a DM on Facebook with your details, our team will help review everything and see if there’s a better option for you. Thanks for your feedback, and we’re here to help you find the best fit.