Frank Energy

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

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

Frank Energy has received the Consumer NZ People's Choice award in 2024 and 2023. 

Frank Energy is ideal for households seeking a straightforward, no-frills power plan without the need for gimmicks or promotional giveaways. This approach focuses on simplicity and transparency, making it a good fit for those who value an uncomplicated and competitively priced energy solution. 

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

For more information, see the Frank Energy website. 

No fixed term contracts or exit fees. 

Frank Energy offers electricity only. 

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 and manage your account via the Frank 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, Monday to Friday, 8am to 6pm. 

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. 

If you are vulnerable and you are struggling to pay your bills, talk to Frank Energy’s Customer Excellence Team about payment options. 

For more information, see Frank Energy’s customer care policy.   

Electricity retailers are required to meet mandatory consumer care standards. Learn more here. 

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.