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Cancellation service #1 in New Zealand
Cancel Contact Energy: Easy Method
What is Contact Energy
Overview
Contact Energy is a New Zealand energy retailer offering electricity, gas and related services such as broadband and mobile bundles. It serves residential and business customers across the country.
Key offerings
Contact provides metered energy plans, payment options like SmoothPay and occasional promotional credits for bundled services. Terms and service features are set out on their website.
How to cancel Contact Energy
Online via My account
- Sign into Contact My account.
- Look for options to close your account or remove services under account settings.
- Be prepared for webchat prompts or follow-up calls - online requests may not complete the full cancellation automatically.
By phone or webchat escalation
- If webchat or the portal cannot finalise cancellation, call Contact’s customer service to complete the process.
- Have your account number and identification ready; phone contact is commonly required to finalise closures.
What happens when you cancel
Final billing and access
Contact will produce a final account or account closure bill covering outstanding charges and meter reads where applicable.
Service access (power, broadband) will end once final arrangements and disconnection processes are completed.
Data and account records
Contact will retain account records as required by law and internal policies; you can request copies of past invoices or final statements.
If you later reopen services, a new sign-up may be required and promotional eligibility may differ from your previous plan.
Will I get a refund?
Standard refund policy
Contact does not offer a general 14-day cooling-off or standard 14-day refund for energy or broadband services.
Promotional credits are often explicitly non-refundable in the offer terms.
Exceptions and dispute resolution
- Refunds are handled case-by-case; Contact may consider exceptions for billing errors or other disputes.
- Statutory consumer rights under New Zealand law still apply and can guide any resolution.
Contact Energy plans and pricing
Plan categories
Contact sells multiple service types: electricity plans, gas supply (where available), broadband packages and mobile bundles.
Specific plan names and features can vary by region and promotional periods.
Typical pricing table
| Service | Plan / Example | Typical price | Notes |
|---|---|---|---|
| Electricity | Varies | Varies | Tariffs depend on region and meter type; check online for exact rates. |
| Gas | Varies | Varies | Availability and pricing depend on service address. |
| Broadband | Varies | Varies | Promotional energy credits may apply; some credits are non-refundable. |
| Mobile | Varies | Varies | Often bundled with other services; check terms for early exit conditions. |
Your consumer rights in New Zealand
Statutory protections
Consumers retain rights under the Consumer Guarantees Act and the Fair Trading Act regardless of Contact’s internal policies.
These laws cover issues like faulty service delivery, misrepresentation and unreasonable contract terms.
Escalation and dispute options
- If Contact cannot resolve a complaint, you may use free independent dispute resolution via Utilities Disputes.
- Contact’s support pages also outline consumer advice and complaint procedures; keep records of all communications when escalating.
Customer experiences
Positive feedback
Some customers praise Contact for convenient payment options (SmoothPay), useful bundled services, and helpful staff in resolved cases.
Independent reviews occasionally rate Contact favourably for features and rewards programs.
Negative feedback
Complaints commonly mention long hold times, difficulties with webchat, billing errors and challenges cancelling online.
Users report that promotional terms and final account accuracy can cause disputes requiring follow-up.
Documentation checklist
Essential items to have ready
- Contact account number and full name on the account.
- Service address and customer ID (if shown in My account).
- Recent invoice or meter read information (if applicable).
Helpful additional documents
- Proof of identity (driver licence, passport) if requested.
- Copies of promotional terms or emails if disputing credits or charges.
Common mistakes
Assuming online cancellation always completes
Many customers assume using the portal finishes cancellation, but the request may only be a first step and require phone follow-up.
Check for confirmation emails or closure notices and call support if you do not receive a final confirmation.
Overlooking promotional and contract terms
Customers sometimes expect prorated refunds or reversal of promotional credits; many offers explicitly disallow refunds.
Always review offer terms before cancelling to avoid surprises on your final bill.
Comparative recap
Quick comparison table
| Criterion | Contact Energy | Typical competitor |
|---|---|---|
| Ease of cancellation | Portal available but phone often required | Varies; some competitors allow full online closure |
| Refund policy | No standard 14-day cooling-off; case-by-case exceptions | Varies; some offer clearer short-term cooling-off for services |
| Customer service experience | Mixed - reports of helpful staff and long waits | Varies; service levels differ widely by provider |
| Bundling and perks | Offers bundles and rewards; promotional credits non-refundable | Many competitors also bundle; refund terms differ |
After cancelling
Check your final statement
Review the final bill carefully for meter reads, outstanding charges and any applied credits.
Dispute errors promptly with Contact and retain all correspondence.
Useful links and escalation
- Contact My account - account management and support pages.
- Contact consumer advice - complaint and escalation guidance.
- Utilities Disputes - free independent dispute resolution in New Zealand.
Address
Primary postal address
Contact Energy Ltd, Harbour City Tower, 29 Brandon Street, PO Box 10742, Wellington 6143, New Zealand.
Alternative contact
Some communications may use PO Box 624, Wellington; always verify addresses on Contact’s official website before sending documents.
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Written by Sophie Wright
Former postal advisor · 7 years experience
Former postal-services advisor and e-signature specialist, I have been writing for Postclic for 7 years to demystify legally binding mail for everyday users.