UtiliBill
FAQs
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Welcome! We hope you have settled in well. Please complete the appropriate form below and we will sort the rest:
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We have made it as easy as possible to update any account information. Please complete our Update my Account form here.
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We are sorry to hear you are leaving. Please complete the appropriate form below and we will close your account and send you your final bill.
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We are unable to close your account for holidays as even if there is no usage recorded on your meter, there is typically a daily fee that still applies.
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If you or anyone in your home require a life support system or depends on mains electricity for critical medical support, please let your building manager, village manager, property manager or facilities manager know as they will need to notify the retailer that supplies the property. If in doubt and there is an outage call 111.
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UtiliBill provides billing services to building owners and managers but does not own or maintain the physical networks that deliver power, water, fibre or gas to you. If you experience an outage, please reach out to your building manager, village manager, property manager or facilities manager. You can also contact your local utility company and provide them with your building's address to determine if there is a broader area outage.
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You can pay your bill online through your bank or by setting up a direct debit service. Please complete this form here.
Please note, there are some instances where we do not offer direct debit services. Please contact support@utilibill.co.nz if you are unsure.
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If you’re having trouble paying your bill, please contact your building manager, village manager, property manager or facilities manager as soon as possible. It’s important to reach out before the due date to avoid late fees or service interruptions.
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If you have questions about your bill, please review the detailed charges included on the statement. For any discrepancies or further clarification, contact our customer service team here. They can provide detailed explanations and assist with any billing issues.
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If you need physical copies or additional assistance, please contact our customer service team here, and they will be able to provide the documents you need.
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If you do not pay your bill by the due date, you may incur late fees, and your account may be suspended or disconnected. We encourage you to contact building manager, village manager, property manager or facilities manager if you’re having trouble to discuss potential solutions.
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We handle a range of utilities including electricity, water (hot and cold), gas, and fibre and HVAC.
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We are here to help you so please don’t hesitate to contact our customer service team at support@utilibill.co.nz or 0800 466 508 with any issues or complaints you have.
We also encourage you to discuss any issues or complaints with your building manager, village manager, property manager or facilities manager as they may be able to help resolve this.
We hope we never get to this stage, but if it takes us over 20 days to resolve your complaint, and we have not communicated in writing about why this is the case, or you are still not happy with the outcome, then you can refer your complaint to the Utilities Disputes. For electricity related issues, you can visit the Electricity Authority and read the Consumer Care Guidelines for more help and guidance.
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UtiliBill has a Consumer Care policy that you can read here. This policy complies with the Consumer Care Obligations outlined in the Electricity Industry Participation Code 2010 and summarised within the Electricity Authority. If you have any questions about the Consumer Care policy or our compliance with the Consumer Care obligations, please contact us on
You can also find further information on the Electricity Authority’s website here.
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The following support agencies offer advice on the efficient use of electricity.
https://www.ea.govt.nz/your-power/ways-to-save-energy/
https://www.genless.govt.nz/for-everyone/at-home/improve-energy-efficiency/save-energy-at-home/
The following support agencies offer financial mentoring services.
https://www.msd.govt.nz/what-we-can-do/providers/building-financial-capability/index.html
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Utilibill is a member of the Energy Complaints Scheme (ECS) through Utilities Disputes. The dispute resolution scheme can be found here: