Our Consumer Care Policy has been designed to meet the purposes outlined in the Electricity Authority Consumer Care Obligations and the Gas Industry Consumer Care Guidelines.

Additional information on our telecommunication complaints handling can be found here and in the Telecommunications Customer Care Code.

This policy is our commitment to you. It tells you how we will communicate with you, work with you, and support you while you’re our customer.

Read our policy here, you can also download or print it if you want to.

If you have any questions or concerns about the policy, please contact us.

If you’re 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. Find out how we can support you.

ADDITIONAL SUPPORT MAY BE AVAILABLE

Work and Income

You could be eligible for support from Work and Income, contact them to find out more.

Website: workandincome.govt.nz

Phone: 0800 559 009

MoneyTalks

You can contact MoneyTalks for free budgeting advice.

Website: moneytalks.co.nz

Phone: 0800 345 123

Free text 4029 or email help@moneytalks.co.nz

UNHAPPY WITH OUR SERVICE?

If you have any concerns about our service, please call us on 0800 10 18 10, email us at enquiries@mercury.co.nz, or visit mercury.co.nz/complaint.

In the unlikely event we can’t resolve your complaint, for free and independent advice on electricity and gas, contact Utilities Disputes.

Website: udl.co.nz

Email: info@udl.co.nz

Phone: 0800 22 33 40

Post: PO Box 5875, Wellington 6140 Freepost 192682

For free and independent advice regarding your phone or internet service, contact the Telecommunications Dispute Resolution (TDR)

Website: tdr.org.nz

Email: contact@tdr.org.nz

Phone: 0508 98 98 98

Post: PO BOX 5573, Wellington 6140 Freepost 214075