Payment support

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.

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ways we can help

Call our Here to Help Team on 0800 630 002. We'll work with you to find the right payment solution so that you can focus on what matters most to you.

For all other enquiries or broadband support, please call our general Mercury contact number: 0800 10 18 10.

When you contact us, we will:

Work on a 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:

Keep your services connected.
Not refer your debt to a collection agency.
Help you keep your bill to a minimum, including refunding fees such as disconnection, reconnection, and late payment charges.
Provide one-to-one support from a member of our Here to Help Team.

MEET THE TEAM

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.

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.

CALL OUR HERE TO HELP TEAM

If you're finding it hard to pay your bill, our Here to Help team are available on 0800 630 002, Monday - Friday, 8.30am - 5.00pm.

EMAIL OUR HERE TO HELP TEAM

If you're finding it hard to pay your bill, you can email us at heretohelp@mercury.co.nz. For all other enquiries, please contact us.

GENERAL MERCURY contact number

For all other enquiries or broadband support, please call our general Mercury contact number on 0800 10 18 10.

OTHER SERVICES THAT CAN HELP

Every day, our team works with agencies that can also offer help. 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.

Money Talks

Help people find their way through Work and Income processes and entitlements and supports them to manage their money. Visit moneytalks.co.nz.

Debt Relief Foundation

Aim to help more New Zealanders get on top of problem debt without judgement. Visit debtrelief.org.nz.

EnergyMate

Offer a free in-home energy coaching service in select locations across Aotearoa New Zealand. Visit energymate.nz.

Good Shepherd

Provide small loans with no interest for essential items and support with unmanageable debt. Visit goodshepherd.org.nz.

Money Sweet Spot

Provide debt consolidation financial reset loans. Visit moneysweetspot.co.nz.

Christians Against Poverty

Provide practical debt help, made possible through partnerships with 46 local churches. Visit capnz.org.

Age Concern Auckland

Provide specialised services and support for over 65s. Visit ageconcernauckland.org.nz.

Kootuitui

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.

Auckland City Mission

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.

CONSUMER CARE POLICY

For more information about our commitment to you, please read our Consumer Care Policy.