Genesis Energy complaint?

Do you have a dispute or a bad customer experience with Genesis Energy? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

Genesis Energy customer service for home customers in New Zealand is on 0800 300 400, and the same number handles broadband. Gen, the digital assistant in the Genesis Energy web chat, and the Genesis Energy app cover bills, payments, moving house, Power Shout bookings and bottled gas orders. Have your customer number and the bill in question ready, and note a reference for every call or chat.

Power bill higher than your usage explains? Report it here as well, and we push it out to Genesis Energy by email, social media and printed letters.

To escalate a complaint with Genesis Energy, say clearly that you are making a complaint when you call 0800 300 400 or use web chat, so that it goes into the Genesis resolution process; you can also write to Genesis Energy Resolutions at the postal address on its resolution process page. Genesis says it acknowledges complaints and keeps in touch while it investigates, and it may refer a complaint that belongs with a network company, meter company or another retailer to that company. Put your customer number, the bills or dates in dispute and the outcome you want in one message, and ask for a reference. Broadband complaints go through the Genesis broadband support page instead.

Disputed charge on a power or gas bill? Start it through our complaint process, and our trained AI opens a case for you and keeps coaching you on what to send Genesis Energy next.

To get a refund from Genesis Energy, ask for the credit balance on your account to be paid back to your bank account, by web chat or on 0800 300 400. When you move house or switch to another retailer, make sure the final bill is based on an actual meter reading for the day you leave, since any credit owed is worked out from that bill. If a bill was wrong, ask Genesis to correct it first and to confirm the new balance in writing.

Keep the final bill, a dated photo of the meter and the bank details you want the money paid into, and note the date you made the request.

Yes: Genesis Energy is a member of the Energy Complaints Scheme run by Utilities Disputes Limited (UDL) in New Zealand, which covers its electricity and gas customers, bottled LPG included. UDL generally expects Genesis Energy to have had the chance to put things right first, so keep a record of every call, chat and reference.

Final bill or credit you believe is wrong? We help you write the dispute in minutes, with every reading and date in the right place.

Not if it asks for your password or card details. Genesis says it will never ask for these by email, and it warns that scammers sometimes copy its brand in emails, letters, phone calls and fake websites.

Nothing has been reported about Genesis Energy here yet. Our research shows what typically goes wrong at electricity and gas retailers in New Zealand: bills built on estimated readings, winter bills well above the usual, price changes that are hard to trace on the bill, final bills and credit refunds after moving house, bottled gas orders that arrive late, and payment plans or direct debits taken at the wrong amount.

Holding a bill based on an estimate that does not match your meter? Be the first to report it, and your case becomes the record the next Genesis Energy household checks when its own bill looks off.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of Genesis Energy through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with Genesis Energy can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.