Customer support

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.

If you haven’t switched by 5pm Friday 9 May 2025, we will automatically transfer you to a new provider on Monday 12 May 2025. We will inform you of your new provider. You will not be disconnected at any point.

No – you will remain connected and will have a new electricity provider from Monday 12 May 2025.

Power may still get disrupted for other reasons, such as planned maintenance, a technical fault or as a result of bad weather.

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 the Electricity Authority’s Consumer Care Obligations, 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. Find out more information about what it means to be a medically dependent consumer and what else you should do to keep safe.

Unfortunately, Prime is no longer able to sell power, so you must change providers even if Prime’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.

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:

i) the standard terms your new retailer would normally have offered to you before Prime Energy was unable to provide you with electricity; or

ii) new terms that are better for you than these standard terms.

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 9 May 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.

This would not have happened due to Prime’s default but may be due to a planned maintenance outage in your area, a technical fault, bad weather, or if Prime has contacted you about disconnection due to non-payment.

If you are still with Prime, 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 on 0800 22 33 40. They provide electricity consumers with independent advice and dispute resolution services.

You should look at the terms and conditions of your contract in the first instance and contact Prime 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.

When you change companies, you will need to cancel your automatic payment with Prime Energy and set up a new one with your new electricity provider.

You should look at the terms and conditions of your contract in the first instance and contact Prime 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.

You should look at the terms and conditions of your contract in the first instance and contact Prime 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.

You should contact Prime Energy in the first instance.

Or you can send an email to askus@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 your power bill, or you can look it up on our Your meter page.

You can make a complaint with Utilities Disputes on 0800 22 33 40.

Utilities Disputes provides power consumers with independent advice and dispute resolution services.