Mercury

Mercury is a large multi-utility retailer, offering power, gas, broadband and mobile services. They generate electricity from 100% renewable sources - hydro, geothermal and wind. 

Their retail operations cover residential and small to medium-sized business customers.  

They own their own ISP network, helping connect New Zealanders to high speed fixed and wireless broadband services.  

Mercury is listed on the New Zealand Stock Exchange and the Australian Stock Exchange. The New Zealand Government holds a legislated minimum 51% shareholding in the Company. 

Mercury offers discounts for: 

• Dual Fuel - signing up for both electricity and gas at the same address. 

Mercury offers several joining offers* for new customers: 

• You can receive a free appliance when joining for electricity and broadband if you agree to join for a two-year bundled term. 

• No charge for broadband for the first 6-months if you agree to sign-up to a one-year bundled electricity and broadband term. 

• You can receive a $150 electricity credit if you agree to sign up to a one-year term for electricity. 

• No charge for your mobile plan for the first three months when you add mobile to any other Mercury service. 

*All joining offers are subject to Terms, eligibility and early termination fees. Broadband availability may vary. Prices may change during the term. 

Mercury rewards:

• Earn rewards points by paying your bill on time and entering app challenges. 

• Redeem rewards points on Free Power Days or account credit. 

• Celebrate your Mercury anniversary with a bonus Free Power Day. 

Mercury offers: 

• Electricity 

• Piped natural gas 

• LPG 

• Broadband 

• Mobile 

Note: Mercury does not offer natural gas or LPG as standalone products for new customers. To sign up for gas, you must also have your electricity supply with Mercury (dual fuel).  Likewise, Mercury does not provide broadband and mobile as standalone products. You must be a Mercury energy customer to get these additional services. 

Payment options: 

• Direct debit 

• SmoothPay (a set amount paid each week or fortnight via direct debit, with regular checks to ensure the amount being paid is in line with your energy use) 

• Bank transfer via My Account or Mercury App  

• Credit/debit card 

• Online banking 

• Phone banking 

• NZ Post store 

Bill types: 

• Print 

• Email 

• Mercury APP 

Phone: 0800 101 810 (general enquiries and support from a New Zealand-based customer service team) 

Phone: 0800 369 845 (to join Mercury or add a service)  

Online: Help and support available.

Chatbot:  Customers can also input their query to the Mercury automatic chatbot.

Mobile App:  Mercury have a mobile app that can be downloaded from the Apple App Store or Google Play store. The app features usage information, account details, and bill management. 

Complaints 

• Phone: Contact the Mercury Customer Service Team: 0800 101 810 

• Online: www.mercury.co.nz/complaintwww.mercury.co.nz/complaint 

• Email: [email protected]@mercury.co.nz  

• Mail: Send a letter of complaint to: Mercury, Private Bag 12023, Tauranga 3143. If your complaint isn’t resolved or you aren’t satisfied with the solution, for free and independent advice on electricity and gas, contact Utility Disputes Limited.  For landline phone, mobile or internet, contact Telecommunications Dispute Resolution.

 

Medically dependent consumers and payment support 

Electricity retailers are required to meet mandatory consumer care standards.

Contact Mercury immediately if someone in the household for reasons of age, health or disability would be at risk if power were disconnected from the property.

If a customer is struggling to pay their bill, Mercury offers a dedicated customer payment support service.

For more information, see Mercury's Consumer Care Policy.

Customers can request the following information about their power usage via the Mercury app or My Account: 

• Monthly summary (up to 24 months) 

• Daily summary (up to 12 months) 

You can request half-hourly reads by calling 0800 101 810. 

Mercury generates electricity from 100% renewable sources - hydro, geothermal and wind. Mercury's continued investment in renewable electricity generation is helping New Zealand move to a low-emissions future. 

Mercury is committed to protecting the natural habitat and wildlife around its sites and is helping the restoration of the natural environment through a range of initiatives.  

Mercury also supports the communities it operates in with a focus on listening and responding to community needs. This includes financial support, as well as knowledge sharing, connecting and seeking input.