Frank Energy

Frank Energy supplies power to over 100,000 customers. Launched in late 2021, it was formally known as Energy Online.   

Frank Energy is owned by Genesis Energy. Genesis Energy is publicly listed on the NZX and ASX markets with a 51% shareholding by the New Zealand Government. 

You need a smart meter to sign up for power with Frank Energy. 

• Frank Energy’s refer a friend deal means that if you're a Frank customer and you refer a friend that signs up, you’ll both get a $50 bill credit.  
• No fixed term contracts or exit fees. 
• No monthly bottle rental fee for Frank Energy customers who have electricity and LPG bottled gas at the same address – a saving of $180 per year. 
• A $1 discount on daily charges every day (excluding GST) for Frank Energy customers who have electricity and piped gas at the same address. 

Frank Energy offers:  

• electricity  
• reticulated natural gas  
• LPG bottled gas. 

Note: Frank Energy will only provide reticulated natural gas and LPG bottle services if you have an electricity account with them. 

Frank Energy has a home generation buy back rate of 11¢ per kWh for systems up to 50 kW in size.  

Choose to get weekly, fortnightly or monthly bills via email, or Frank Energy’s app or website.   

Paper bills can be sent, but this will incur a fee of $3 per month. 

Payment types include:  

• direct debit/credit card 
• internet banking (including automatic payment) 
• in person payment at a participating NZ Post Shop ($1.40 admin fee applies) 
• ReliaBill – Frank Energy will review your bills over a 12-month period and set a standardised amount to pay each billing period.  

Live chat: Contact Frank Energy through its website and app, open on business days from 8am to 6pm. 

Phone: 0800 086 400 (open Monday to Friday, 8am to 4.30pm). 
Email: [email protected] 
Post: Frank Energy Resolutions, Private Bag 3131, Hamilton, 3240.  

Complaints  

If you have a customer complaint, contact Frank Energy as soon as possible. Its customer service team will aim to resolve your issue within 20 business days or redirect your complaint to the appropriate team.   

If your complaint isn’t resolved or you aren’t satisfied with the solution, contact Utility Disputes Limited.   

Vulnerable and medically dependent customers  

If you have been verified as: 

• medically dependent, Frank Energy will not disconnect your power supply for unpaid bills 
• vulnerable, and you are struggling to pay your bills, talk to Frank Energy’s Customer Excellence Team about payment options. 

Frank Energy’s customer care policy.   

Learn more about your power company’s responsibilities and what to do if you or a member of your household are medically dependent via Electricity Authority’s consumer care resource.   

Contact Frank Energy for a meter reading or follow the instructions on its website.  

You can access your usage data for the last 24 months via the Frank Energy app or website customer dashboard. 

You can also email [email protected] to request up to the last 24 months of your electricity consumption data. You can choose either a: 

• summarised report - the consumption data recorded on each of your bills, or 
• detailed report - the consumption data in its most detailed format. 

Frank Energy sources its electricity from its parent company, Genesis Energy.  

Genesis Energy has a mix of generation sites it operates which include a wind farm and multiple hydro-electric dams.