Cancel Electric Kiwi: Easy Method

What is Electric Kiwi

Overview

Electric Kiwi is a New Zealand electricity retailer offering several plans with features such as an app, Hour of Power and variable or time-of-use pricing.

Business model

There is no fixed-term contract for most plans, meaning customers can end supply at any time without penalty.

Where to find official information

Official terms, fees and customer care policies are available on Electric Kiwi's website.

How to cancel Electric Kiwi

Switching to another retailer (recommended)

• Contact your new retailer and tell them you want to switch; they will usually request the transfer on your behalf.
• Provide at least 48 hours' notice for the transfer request so Electric Kiwi can cease supply as required.

Requesting a disconnection or transfer directly

• Email or use Electric Kiwi's customer channels to request a transfer or disconnection and allow at least 48 hours' notice.
• Electric Kiwi will cease supply as soon as reasonably practicable after receiving a valid request.

Closing your account via app or website

• Uninstalling or stopping use of the Electric Kiwi app or closing access via the website effectively terminates your account access.
• Check account balances and final billing before removing access to avoid surprises.

What happens when you cancel

Access and account status

When supply ends, your account will be closed for billing and access via the app or website will cease if you uninstall or stop using it.

Timing and process

For transfers or disconnections, Electric Kiwi requires at least 48 hours' notice and will stop supply as soon as reasonably practicable after that period.

Data, billing and records

Final meter reads and final bills are generated according to standard retailer and meter operator processes.

Will I get a refund?

Standard refund policy

Electric Kiwi does not state a statutory 14-day cooling-off or refund right for electricity supply in its terms and conditions.

Credit refunds and fees

• If you have a credit balance, Electric Kiwi charges an administration fee of NZ$15 per refund of a full or partial credit balance.
• Check your final account balance and how refunds will be processed before cancelling.

Exceptions and unresolved issues

If you dispute billing or think a refund is due but it is not paid, follow Electric Kiwi's complaints process and consider external dispute resolution if needed.

Electric Kiwi plans and pricing

Plan summary

Below are representative usage rates, daily charges and key features. Actual pricing may vary by region, meter type and customer category.

Notes on accuracy

All usage rates include GST. Address-specific quotes from Electric Kiwi may differ from the table below.

Your consumer rights in New Zealand

Cancellation and contract terms

There is no fixed-term contract for most Electric Kiwi plans, so consumers can cancel electricity supply at any time without penalty.

Notice for disconnection or transfer

Electric Kiwi requires customers to give at least 48 hours' notice for transfers or disconnections; the company will then cease supply as soon as reasonably practicable.

Dispute resolution and vulnerable customers

• If billing or service issues cannot be resolved directly, customers may escalate to Utilities Disputes (UDL) under the NZ electricity consumer dispute resolution scheme.
• Electric Kiwi's Consumer Care Policy outlines support commitments for vulnerable or medically dependent customers, including tailored support to avoid disconnection.

Customer experiences

Positive feedback

• Many customers praise easy, fast setup and a user-friendly app with clear switch-over communication.
• The Hour of Power feature and usage tracking in the app are frequently highlighted as helpful and cost-effective.

Negative feedback

• Common complaints include unexpected high bills and payment system issues such as direct debit failures and billing errors.
• Some users report frustration with limited phone support and app reliability problems like crashes or log-outs.

Documentation checklist

Before you request cancellation

• Final meter read or latest meter reading reference (photograph if needed).
• Account details: account number, name on account, and contact email or phone.
• Details of your new retailer if switching (name and start date).

For refunds or disputes

• Copies of recent bills, payment receipts and direct debit statements showing the issue.
• Logs of contact with Electric Kiwi (dates, times, chat transcripts or emails).

Common mistakes

Not providing sufficient notice

One frequent error is failing to allow at least 48 hours' notice for a transfer or disconnection, which can delay the end of supply.

Always confirm the requested stop date with your new retailer or with Electric Kiwi to avoid overlap or continued charges.

Closing accounts before finalising balances

Uninstalling the app or stopping access before confirming final billing and refunds can make resolving disputes harder.

Check final balances and request any credit refunds (noting the NZ$15 admin fee) before closing account access.

Comparative recap

Key comparison points

The table below summarises cancellation ease, refund visibility and support features to help a quick comparison.

Quick takeaways

Electric Kiwi is flexible to leave, provides app-driven account management and includes Hour of Power on most plans.

After cancelling

Final steps to check

• Confirm final meter read and final bill date with Electric Kiwi or your new retailer.
• If you expect a refund, request it and note the NZ$15 administration fee for processing.

Contacts and escalation

• Electric Kiwi terms and conditions: Terms & Conditions
• Customer Care / Complaints: Customer care & complaints
• Service fees (refund admin): Service fees
• Utilities Disputes (external dispute resolution) information: UDL and complaints guidance

Address

Physical address

Electric Kiwi, Level 4 Ferry Building, 99 Quay Street, Auckland Central, Auckland 1010, New Zealand

Mailing and further contact

For official communications, use the contact channels listed on Electric Kiwi's website rather than social channels for faster resolution.