THERE IS NOTHING KIWI ABOUT THIS COMPANY. Electric kiwi are terrible. They hide behind a chat wall for their customer service. They also stuffed up my billing, not sending me a single invoice or direc... See more
Company replied
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Review summary
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I had a simple question about power and probably able to be dealt with by one phone call in less than five minutes. Instead have to go through chatbox experience wasting time and then finding I have t... See more
Company replied
Just dont there absolute liers and scamed every one when frank shut down power bill was over double what i was paying even though they were the cheapest option on power switch absolute scam. Have now... See more
Company replied
Really cool power peeps. Easy to set up; They respond online when i need them. Great company, and a great kaupapa. This has turned into a horrible interaction. I arranged to pay my bill (lost bank... See more
Company replied
Company details
Written by the company
Electric Kiwi is an independent online New Zealand electricity retailer.
Contact info
Level 4, 99 Quay Street, 1010, Auckland, New Zealand
- electrickiwi.co.nz
2.7
Poor
198 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 97% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I am review bombing this company.
I am review bombing this company for my partners sake. Scamming her even though she is up to date with payments and the new plan she was provided with and paid for was retracted on Electric Kiwis end after paying the $365 she was told no and now has to pay an extra $500 the following week.
Bloody con artists this company is, bunch of keyboard warriors stealing money from our already failing economy.
Stay away.
18 May 2026
Unprompted review
Reply from Electric Kiwi
Kia ora Phil, we’re gutted to hear about your partner’s experience, and we’d love to help sort it out.
Based on your message, it sounds like this might involve the Go250 plan and the pre-pay payment. This plan is a prepay plan and does need the account to be in credit to be able to activate. To start the plan, the initial $250 top-up needs to go through; this will also add on any existing balance on the account, so that the plan starts on a credit balance. By the sounds of it, the direct debit didn't go through successfully after a couple of attempts, so the plan may not process as expected. There are no extra fees for failed payments. A direct debit can fail to proceed with your bank for reasons like insufficient funds at the processing time, incorrect account details, or authority issues.
If you can, please jump onto our live chat or send us a DM on Facebook with some details so we can check the account and payments directly. We’re keen to review what’s happened and make sure everything is fair and up-to-date.
Thanks for letting us know, we’re here to help and keen to get this sorted quickly!
The 17th scam text arrived today which…
The 17th scam text arrived today which I will forward to NZ Police and Netsafe . Electric Kiwi are still furious that I stopped their unscheduled payment attempts a year ago .
Remember , Electric Kiwi is not a NZ company which makes them immune to NZ consumer laws , court action / rulings or Police action , they only need to walk away when they are finally exposed as the scammers that they are .I have given the Police and Netsafe the first 11 scam texts from Electric Kiwi but there is very little they can do as Electric Kiwi is not a NZ company .
Also , Is it just me noticing that suddenly from 5th October 2025 to October 18th 2025 (12 days) 9 people gave Electric Kiwi 5 star reviews which just happened to take Electric Kiwi's rating from 2.2 % (poor) to 3.4 % satisfaction (average) on Trustpilot . This is when Electric Kiwi must have discovered their terrible reviews at Trustpilot . Yes , Electric Kiwi are writing and answering their own fake reviews so if you are prepared to believe fake reviews from Jess Ness Delena S Tolstoi and the other fakes then perhaps you should be ripped off by Electric Kiwi .
Note : My hour of power was never discussed or offered by Electric Kiwi while I was a customer , just attempted unscheduled payment deductions which I stopped . STAY AWAY FROM ELECTRIC KIWI .
11 May 2026
Unprompted review
Reply from Electric Kiwi
Kia ora Stewart, thanks for reaching out again and sharing your ongoing concerns. We’re gutted to hear about your experience and appreciate the opportunity to clarify a few points for you. We’d also love for you to reach out directly so we can take a personal look into things!
First up, Electric Kiwi is a New Zealand-registered and operated business. Likely what you are mentioning is that a few years back, we brought on overseas investment (66.8% at last count and available on Wiki) to help us grow after not having much luck finding it domestically. The spirit of the company is still very much homegrown and managed by our Auckland CBD-based team (who also hold shares), and operates under NZ law and regulations. Not something we shy away from or try to hide. We would have loved to have found that kind of backing locally.
Scam Texts
It’s frustrating and concerning to hear about repeated scam texts. Unfortunately, scams are on the rise across NZ from people impersonating legitimate companies like NZ Post, Waka Kotahi (NZTA), banks, IRD, and more. Scammers usually target numbers in bulk (using number generators, data breaches, or public profiles on social media, business listings, or classified sites like Trade Me), rather than targeting anyone directly. People can even unknowingly enter their number into fake "giveaway" or "competition" sites.
At Electric Kiwi, we never send texts unless it relates specifically to your account, usually only if we haven’t been able to reach you by email. If a text looks suspicious, please forward it to Netsafe or the company being impersonated. If you’re ever unsure, we’d be happy to check for you, just get in touch (Facebook Messenger or live chat) and we can confirm if it’s from us :)
Trustpilot Reviews
We officially claimed and began managing our Trustpilot profile in August 2025 and are now proactively reaching out to past reviewers to resolve outstanding issues. Around the same time (especially October), there was a significant influx of new customers (many moving from Frank Energy and Flick Energy when they closed) who left reviews reflecting their experiences, which increased our score from 2.2 to 3.4. Trustpilot is an independent platform, we can’t delete or fake reviews, nor do we pay for them. We genuinely welcome all feedback, positive or negative, so we can improve.
Hour of Power
Every Electric Kiwi customer gets the Hour of Power from day one, detailed in our welcome emails, invoices, website, and online account dashboard. We’re sorry if this feature wasn’t clear to you at the time. It’s always available and applies every day. There is a guaranteed hour of free power each day, regardless. It's then up to you to select the hour you would like to be free on your account.
Payments & Billing
Definitely no hard feelings on payments! We state in our T&Cs that direct debit is our primary payment method, based on your actual smart meter readings and your chosen billing frequency. Manual payments are always an option through the 'Make a Payment' button in your online account. If direct debit isn’t your preference, we get it. Choosing a provider with your preferred payment method can make things easier. We tried looking up your account, but it appears it may be under a different name. We’ll send a Trustpilot request for details, but please feel free to contact us on Facebook or through live chat too.
We know energy can be stressful, especially when things go wrong. Stewart, if you would like to discuss your experience further or have us review your case, please reach out. We’re here to help resolve things and ensure you feel supported. Thanks again for your detailed feedback. We appreciate it and hope to hear from you soon!
Requested a call back 2 days ago ...
Requested a call back 2 days ago .... the silence is deafening.
22 April 2026
Unprompted review
Reply from Electric Kiwi
Hey Ian! Thank you heaps for letting us know! Unfortunately, at the moment with winter creeping up and the recent storms and floods causing outages, our inbox and call back queue are rather packed out, so it is taking longer than usual. Not our ideal but we are doing our best to get to everyone as soon as we can!
To get in touch the best way is to hop onto our LiveChat on the website, so that way the team can have a chat and get you sorted sooner rather than later! We hope to hear from you soon, and have a lovely weekend!
STAY AWAY FROM THIS COMPANY
I regret switching to Electric Kiwi (Kiwi Mobile). The pricing looked great at first, but I started getting unexplained charges and my plan minutes were dropping randomly.
Customer support is extremely poor — no phone number, no callbacks, and unhelpful chat agents who don’t seem to be based in New Zealand.
Now I’m stuck trying to leave, as other providers can’t transfer my number because Electric Kiwi’s details don’t show up properly in the NZ system.
Overall, a frustrating experience. I strongly recommend avoiding this company.
11 April 2026
Unprompted review
Reply from Electric Kiwi
Hey A Sh, we’re really gutted to hear about your experience. It’s never our intention to leave anyone feeling frustrated. Choosing the right plan is important to make sure it’s a good fit for your lifestyle and how you use your phone day-to-day.
It sounds like you were on our Choice Lite plan, which includes 200 minutes per month, if you ever need more, the Choice Plan comes with unlimited calls and could be more suitable. If you have mobile buddies on your account, any extra minutes used by them will also show up on your bill, so it’s worth keeping an eye on their usage too.
With switching providers, our details are in the national porting system, so your new company’s tech team should be able to sort the number transfer. And while our support is online to keep things affordable, our NZ-based live chat team is always keen to help out. Please reach out if you need a hand or want to check your plan. Thanks for sharing your feedback. If there’s anything we can do to help you move forward or find a plan that suits you better, we’re here for a chat.
Amazing company ,excellent rates and…
Amazing company ,excellent rates and power and mobile provider.amazing online support ( Sarah k today was amazing)
Highly recommend!
9 April 2026
Unprompted review
Reply from Electric Kiwi
Hi Penny! Wow, thanks heaps for the glowing review! We're absolutely stoked to hear you’re loving the rates, service, and mobile! Plus, you've made Sarah K’s day with that shoutout! We love having awesome customers like you in the Electric Kiwi whānau.
Thanks for the recommendation and for bringing your good energy our way. If you ever need anything, we’re always here for a yarn!
The worse Power & Broadband provider
The worse Power & Broadband provider. No way to speak to someone if there's an issue. The online chat has long waiting times. I spent 4 hours online trying to fix my modem and broadband out, only for no solution. Now Im wanting to move to another provider, which is taking days for them to communicate with the other company and myself. When you speak with someone, they drop off for 15mins at a time, making it even longer. Quick to take your money but slow to come through with the service. Save your sanity and join to anyone eles.
31 March 2026
Unprompted review
Reply from Electric Kiwi
Hi Wayne, we’re gutted to hear this was your experience with us, it’s definitely not the standard we aim for. It sounds like there were a few hiccups in the set-up process, and long wait times on chat can certainly make things frustrating. Thank you for giving us a shot regardless!
We hope your transition to your new provider goes much more smoothly from here. If you’re still keen for help or want us to look into what happened, our team’s here on live chat and happy to review things. Thanks for your feedback, it helps us work on improving for everyone. Take care!
3 phase power meter
We have been trying to get our 3-phase power meter upgraded for over two weeks and the experience has been extremely frustrating.
There is no proper phone support, only messaging, and the people responding don’t seem able to actually resolve anything.
When the meter installation was finally scheduled, the technician turned up to my house instead of the commercial property. I was then told this was my fault and that I could be charged, as they claimed I had given the wrong details. This was incorrect.
After calling Mercury Energy, they confirmed that the ICP number provided to me was wrong — it was for No. 4 instead of No. 9, which is what I had requested. Even the letter from Vector Limited had the correct address and ICP number, yet the job was still processed incorrectly.
This upgrade was time-critical as I had a tenant ready to sign a 3-year lease, conditional on having 3-phase power installed. I made this very clear, but there was no urgency or accountability shown.
Today I was told via chat that the paperwork had been sent to the metering company again. When I called the metering company directly, they confirmed they had not received anything.
Overall, this has been a complete breakdown in communication and process, with no ownership taken at any point. It has already caused significant disruption to my tenant where I'm giving free rent and the meter is still not resolved
30 March 2026
Unprompted review
Reply from Electric Kiwi
Hi Bryan! Thanks for sharing all these details. It’s clear this has been a really frustrating experience, and we’re keen to help get it sorted as soon as possible. From what we can see, the team sent off the meter upgrade request last week for your ICP as per the notification from Vector and the ICP they've listed too, but it sounds like there’s been ongoing confusion around the property details and communication with the metering company.
Could you please grab a clear photo of the meter at your property and send it to us via Live Chat? We just want to make sure the ICP you've selected at sign-up is the correct one in this case. An address mix-up can sneak in, so making sure we’ve got the exact right ICP number and location is the first step. Once we've confirmed these details together, we’ll chase up where the meter service request is sitting with Bluecurrent and ensure the right info is being sent through.
We completely understand how urgent this is, especially with your tenant waiting, and we're as keen as you are to get this sorted. Thanks for your patience. Let’s get this resolved for you!
Ok for power but shocking bad with broadband
Ok for power but shocking with wifi. We are paying for >800mbps and getting <50 during off peak times. It's not usable in meetings. It was a nightmare to set-up, requiring manual modem set-up which we have never encountered with other providers.
When I messaged to complain on the speeds they tried to analyse everything for about an hour before saying that the modem is possibly incorrectly set-up and to try again. I had previously followed their exact instructions to set it up. They don't seem apologetic at all. Even setting up mobile was difficult. Just stick with power or use someone else.
10 March 2026
Unprompted review
Reply from Electric Kiwi
Hi there Laura. Thanks for the feedback, we aim for our troubleshooting with mobile/broadband to be efficient and easy, sounds like we missed the mark here. Some modems require additional setup to be usable on our services and this can be a confusing process sometimes. We would be happy to help aid this if you are still having the issues, please reach out via Live Chat or Facebook Messenger and we can get it sorted :)
It’s been very difficult to get hold off Customer Service Representative
It’s been very difficult to get hold of customer support at Electric Kiwi. I sent two messages early in the morning on 20th February requesting a call back (and left my phone number), but by lunchtime I still hadn’t received any response.
I then called their 0800 number (power outage line) and spoke to a representative who said it shouldn’t have taken that long for customer service to respond. She mentioned she would send an “urgent” email to escalate the matter.
As of 23rd February, I am still waiting for a call back or any response.
Based on my experience — and seeing other reviews mentioning delayed or no responses — it doesn’t seem like customer communication is a priority. As a potential new customer, this is disappointing and doesn’t give much confidence in their service.
Update:
Responding to Electric Kiwi reply(no option for reply)...
I have not emailed on Friday. I used Live Chat twice and had no reply than contacted the Electric Kiwi Power outage team.
20 February 2026
Unprompted review
Reply from Electric Kiwi
Hi Nathan, Thanks a bunch for sharing your experience with us. We're gutted to hear about the delays you’ve faced, and that’s certainly not the kind of service we aim to provide.
Right now, we’re experiencing a fair bit of traffic with emails, seems everyone’s moving house or signing up at the same time! For quicker assistance, we recommend jumping on our Live Chat feature, which you can find on our website. It’s the best way to get in touch with the team and have your issues sorted swiftly.
We genuinely hope to show you the kind of service we’re proud of, and Live Chat is ready and waiting to help you out. Appreciate your patience and giving us a chance to make things right. Thanks again, and take care!
Most bonkers sign-up process I've experienced
Several aspects of the web form didn't work, details were unclear and I spent about 20min on chat during the sign up process which was fine.
Then at the end it gave me a message that was clearly intended for electricity sign-up users, and I had to enquire about that.
Then my credit check got declined because there was a minor mismatch between the name I'd used to sign up to them with (Matt) and the name on my ID (Matthew),
which the staff refused to correct themselves, and requested I go through the entire sign-up process again. Not professional.
12 February 2026
Unprompted review
Reply from Electric Kiwi
Hi Matt, we really appreciate you sharing your experience. It sounds like the sign-up process was a bit of a mission, and we’re gutted to hear it wasn't as smooth sailing as usual.
Getting the full name correct in sign-up is key because that's what our partner, Centrix, uses for the credit checks. Once those details are in, they’re not details we can change on our end, which is why we ask for a re-submission if nicknames are used over legal names. We’re hot on keeping things secure and preventing any fraudulent sign-ups in check, which can make it a bit complex at times.
Your feedback great to hear and if you happen to remember which parts of the webform were giving you a hard time could you let us know on Livechat which parts?
Thanks heaps for sticking with us and for pointing this out!
No customer service. Don't get involved!
There is no customer service, there is a live chat which is seemingly by their own admission, a bunch of monkeys. I can be on chat with 4 different people who say one thing and it never happens. It is the worst customer service I have experienced throughout NZ, Aus, Canada and USA. They've have reached a new low. Horrible experience! Totally abysmal.
28 January 2026
Unprompted review
Really cool power peeps UNTIL SHIT HAPPENS
Really cool power peeps. Easy to set up; They respond online when i need them. Great company, and a great kaupapa.
This has turned into a horrible interaction. I arranged to pay my bill (lost bank cards made manual payments unavailable) and used the online chat twice. both were abject failures. After feeling supported I am now hounded by LATE FEES.
I will be looking for a new power company once this mess is sorted out. AVOID THESE PEOPLE
5 January 2026
Unprompted review
Reply from Electric Kiwi
Thanks a bunch for the awesome review Patrick! We’re thrilled to hear you’re enjoying your experience with us and finding it easy to set up and get support when you need it. It's fantastic that our kaupapa resonates with you! Being a part of your power journey is what we're all about.
If there's ever anything else you need or just fancy a chat, we're here and ready to help. Cheers for being part of the Electric Kiwi whānau!
STAY AWAY, Electric kiwi are terrible
THERE IS NOTHING KIWI ABOUT THIS COMPANY. Electric kiwi are terrible. They hide behind a chat wall for their customer service. They also stuffed up my billing, not sending me a single invoice or direct debting my account for months and then letting my account get so high in debt, then they deduct it all at once a week before Christmas. Absolutely disgusting behavior leaving my family empty handed at Christmas for a fault of your own.
17 December 2025
Unprompted review
Reply from Electric Kiwi
Thanks for sharing your experience Jordan. It's clear how frustrating this has been for you, especially around the holiday season. As an online-based company, we focus on keeping costs down so we can offer competitive pricing, but I understand that doesn’t make up for what happened here.
We definitely want to get to the bottom of your billing issue. Could you please hop onto our live chat? Our team is keen to help, and we’ll look into what went wrong and work on getting it fixed for you. We're here to make it right.
They need a call center firstly
They need a call center firstly, secondly I've had the worst time dealing with someone on live chat trying to correct a mistake they made, I loved them up until I had an issue that needed resolving and they made it soo difficult. Followed by inconsistent email correspondence over days that never got resolved, left such a bad taste in my mouth that we're changing power companies.
21 November 2025
Unprompted review
Reply from Electric Kiwi
We appreciate you bringing this to our attention, Olivia. It’s disappointing to know about the challenges you've faced. It's definitely not the experience we want for our customers. To keep costs down for everyone, we've opted for live chat instead of a call centre, but we understand it might not work perfectly for every situation.
We’re here and ready to help resolve any outstanding issues. If you’re open to it, please send us a message so we can look into your account and find a solution. Clear and consistent communication is a priority for us, and we'd love the chance to make things right.
Thanks again for reaching out, and we're here to support you if you’d like to explore further options!
Saying they didn’t receive payment !
Made payment and they added it back onto my account because they can’t find payment spoke to bank multiple times and they said they got it 6 months of fighting to fix it and they just don’t reply. Stop sending me bills because I complained then sent me to debit collector also check your bills
If I payed $60 they would only take $59 off happened on almost every payment power is also three times as much as anywhere else!
7 November 2025
Unprompted review
Reply from Electric Kiwi
Thanks for reaching out and letting us know about this issue. This sounds incredibly frustrating, and it's not the experience we want for anyone. It definitely shouldn't take six months to sort out a payment discrepancy. We’re keen to get to the bottom of this and resolve it once and for all.
Could you please DM us on Facebook directly with your account details? We’ll take a look with you and the bank to track down any missing payments. We want to ensure your account is accurate and that you're not being overcharged. Looking forward to sorting this out together!
Very simple and easy to switch with…
Very simple and easy to switch with just few clicks. No heaps of paper or telephone calls. All I needed was to read the terms and conditions and answer few questions.
22 October 2025
Unprompted review
Reply from Electric Kiwi
Thanks for the fantastic review Patrick! We’re all about keeping things as green and simple as possible, so we’re thrilled to hear that your switch was smooth and stress-free is just how we like it!
Welcome to the Electric Kiwi whānau! If you ever need anything, we’re just a click and a chat away :)
Outstanding Service from Electric Kiwi!
I can’t speak highly enough of Electric Kiwi! Their staff on the phone or live chat are always friendly, professional, and genuinely helpful. They make managing my power bill so easy and are always willing to go the extra mile whenever I have a question or need assistance. Nothing is ever a problem — they always find a way to help. It’s refreshing to deal with a company that truly values its customers. Highly recommend Electric Kiwi to anyone looking for great service and support!
22 October 2025
Unprompted review
Reply from Electric Kiwi
Wow Jenny, thanks a bunch for the glowing review! We're absolutely chuffed to hear about your experience with our team. Friendly, helpful service is what we're all about, and we're thrilled to know we've made managing your power bill a breeze.
We're stoked to have you as part of the Electric Kiwi whānau, and it’s awesome to hear we're hitting the mark. Thanks for the big thumbs up and for recommending us to others, you're a legend! If you ever need anything, we're just a chat away. Thanks again for your kind words!
Best broadband and cell provider I have…
Best broadband and cell provider I have ever had in New Zealand. Had awful experiences with the big ones (overcharging, insanely restrictive and punishing contracts etc.)
I have been with them for my unlimited data plan for about 6 months and just joined up for the fibre plan. Affordable, easy setup, fast customer service, open and transparent usage data... just super chuffed with the whole experience.
Thanks heaps guys! Hope you get bigger and bigger
23 October 2025
Unprompted review
Reply from Electric Kiwi
Wow, your review just made our day Lloyd! We're absolutely stoked to hear that you're loving our broadband and mobile services. It's fantastic to know that we've been a bright spot compared to the big ones, and we're thrilled to have you on board for both your unlimited data plan and fibre.
Thanks a ton for your kind words and support. We're super chuffed to have you as part of the Electric Kiwi family, and we're excited to keep growing alongside amazing customers like you.
Reply from Electric Kiwi
Hey Edward! Thank you very much for the wonderful review. We're happy to hear that things were efficient and helpful. Thank you for being a part of our EK family too :)
Very helpful to an older inquirer
As an older person I struggled with the online sign up and wanted an interactive chat with a human. The young man who returned my call was fantastic and soon had me sorted out. I feel alive with EK after being too lazy for too long with one of the big providers.
22 October 2025
Unprompted review
Reply from Electric Kiwi
Hello Martin! Thank you so much for sharing your experience! We're thrilled our team could help get you sorted, and it’s fantastic to hear you're feeling alive with EK. We’re glad you enjoyed a good chat with our team and thank you for chose us for your next chapter!
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