Customer support
From 13 October 2025, South Pacific Energy Limited can no longer supply electricity to its customers. If you are a South Pacific Energy Limited customer, you will need to switch to another electricity provider.
South Pacific Energy Limited has failed to meet its payment obligations. Under the market rules, this means that from Monday 13 October 2025, South Pacific Energy can no longer operate as an electricity retailer.
While we acknowledge this may be concerning to South Pacific Energy customers, it is normal for companies to enter and leave a competitive market. The electricity industry rules provide a process for when a default occurs, to provide some protection to consumers and ensure they remain connected to an electricity supply.
South Pacific Energy customers can find more information and details on who to contact below.
South Pacific Energy customers must switch to a new provider
If you are a South Pacific Energy customer, you will need to switch to another electricity provider before 5pm, Friday 10 October 2025.
If you haven’t switched to a new provider by this time, we will automatically transfer you to another provider on Monday 13 October and contact you to tell you who your new provider is. If we transfer your account, you will be free to choose another provider after the transfer has been completed.
You will not be disconnected at any point.
You are still responsible for paying your power bills during this time. You will receive a final bill from South Pacific Energy and will be billed as usual by your new electricity provider
Frequently asked questions
How do I change my electricity provider?
If you are a residential consumer, Consumer NZ’s Powerswitch is a helpful online tool to compare and switch electricity providers – you can make the switch directly from the Powerswitch website.
It helps if you have a recent power bill handy before you start as you will need your ‘ICP number’, which is noted on your bill. You can also look up your ICP number on our Your meter page.
If you have found a new provider by yourself, contact them to arrange your switch.
If you do not have internet access, please call 0800 352 328 (Monday-Friday 9am– 5pm) and we will help you.
Business and commercial customers will need to contact prospective retailers directly or use their websites. You may find it useful to discuss energy supply and management with an energy broker or energy management company in your area.
What happens if I don’t switch to a new electricity provider in time?
If you haven’t switched by 5pm Friday 10 October, we will automatically transfer you to a new provider on Monday 13 October. We will inform you of your new provider. You will not be disconnected at any point.
I am a medically dependent consumer. Will I be looked after?
Yes you will be looked after – your power will not be disconnected.
However, when you switch to a new provider you will need to let them know you are a medically dependent consumer so they can help you get registered again.
Under our new rules, your electricity provider cannot disconnect you if you or someone in your household are registered as a medically dependent consumer – or in the process of registering.
Power cuts happen from time to time for many other reasons. Even if you are medically dependent, a constant power supply cannot always be guaranteed. Read our webpage for more information about what it means to be a medically dependent consumer and what else you should do to keep safe.
My new electricity provider is more expensive – is this fair?
Unfortunately, South Pacific Energy is no longer able to sell power, so you must change providers even if South Pacific Energy’s prices were lower. There are many different providers in New Zealand offering a range of power plans and options. We encourage you to use the Powerswitch online tool to compare power plans and find the best deal to suit your household’s needs.
For business or commercial customers, it may be beneficial to discuss your needs with an energy broker or energy management company.
Does my contract with South Pacific Energy get carried over to my new electricity provider?
No – your new retailer will contact you with information on your new pricing plan and terms and conditions.
Your contract should be assigned with terms and conditions that are either:
- the standard terms your new retailer would normally have offered to you before South Pacific Energy was unable to provide you with electricity; or
- new terms that are better for you than these standard terms.
Who makes sure I'm on the right plan for my household's electricity needs when you switch me to a new provider?
We encourage you to switch to a new electricity provider of your choice by 5pm, Friday 10 October. The Powerswitch website enables you to see the different features of pricing plans, so you can pick one that best suits your household's needs, and at the best price.
If you do not switch before this date, and we allocate you to a new electricity provider, we recommend talking directly with your new provider about what plans they offer that would suit your household.
I’ve tried changing to another electricity provider, but they won’t accept me
Electricity providers can refuse to take on a new customer and this may happen for a range of reasons. If you haven’t managed to switch to a new electricity provider by 5pm, Friday 10 October 2025, we will assign you to one and they must take you as a customer. You can choose to switch to a different electricity provider at any time after this switch, subject to any minimum term provided for in the contract between you and your new electricity provider.
I’ve been disconnected – what should I do?
This would not have happened due to South Pacific Energy’s default, but may be due to a planned maintenance outage in your area, a technical fault, as a result of bad weather, or if South Pacific Energy has contacted you about disconnection due to non-payment.
If you are still with South Pacific Energy, please contact them. If you have already switched, your new electricity provider will help you get reconnected.
If you still need help, we suggest you contact Utilities Disputes 0800 22 33 40. They provide electricity consumers with independent advice and dispute resolution services.
I paid a bond with South Pacific Energy when I signed up – will I get this money back?
You should look at the terms and conditions of your contract in the first instance and contact South Pacific Energy directly to discuss your options.
Bonds are covered by the usual consumer rights provisions that apply when a company stops trading.
Visit the government’s ‘Consumer Protection’ webpage for more information about your rights and what you can do.
What will happen with my automatic payments?
When you change companies, you will need to cancel your automatic payment with South Pacific Energy and set up a new one with your new electricity provider.
I’ve already paid in advance. How can I get my money back?
You should look at the terms and conditions of your contract in the first instance and contact South Pacific Energy directly to discuss your options.
This is covered by the usual consumer rights provisions that apply when a company stops trading.
Visit the government’s ‘Consumer Protection’ webpage for more information about your rights and what you can do.
Will I get charged a break fee if I switch?
You should look at the terms and conditions of your contract in the first instance and contact South Pacific Energy directly to discuss your options.
This is also covered by the usual consumer rights provisions that apply when a company stops trading.
Visit the government’s ‘Consumer Protection’ webpage for more information about your rights and what you can do.
Where can I get more information?
You should contact South Pacific Energy in the first instance.
Or you can send an email to ask.us@ea.govt.nz or phone 0800 352 328 (Monday–Friday 9am–5pm).
If you contact us, please have your ICP number handy.
Your ICP number will be noted on a power bill, or you can look it up on our Your meter page.
Who can I lay a complaint with about this situation?
You can make a complaint with Utilities Disputes Limited on 0800 22 33 40. Utilities Disputes provides power consumers with independent advice and dispute resolution services.