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Concerns or complaints

As a MainPower customer you have the right to high-quality services and a safe and reliable supply of electricity.

We do our very best to get things right and provide you with the service you expect from us. However, sometimes things go wrong – so when they do, we want to resolve the problem as quickly as possible.

We’re here to help.

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0800 30 90 80

Contact Us

If you have a query or concern with the goods or services we provide or an interaction you had with us, you can access our free complaint resolution service.

We take your concerns seriously – we will endeavour to handle such matters promptly.

Please be respectful to our team when communicating with us. Our team members always try to be as proactive as possible in resolving your issue.

You can access this service in the following ways:
Phone: 0800 30 90 80
8am – 5pm, Monday to Friday
Email: feedback@mainpower.co.nz
Or in writing: MainPower, PO Box 346, Rangiora 7440

If we are unable to resolve your complaint to your satisfaction within 20 days, or an agreed extended period, and we have reached “deadlock”, you may wish to contact the free, independent resolution service offered by Utilities Disputes Ltd.

Utilities Disputes Ltd

Utilities Disputes (formerly The Office of the Electricity and Gas Complaints Commissioner, or EGCC) provides a free and independent dispute resolution service for electricity complaints. MainPower is a member of this scheme.

Resolution time frames

We may be able to take care of your enquiry when you first contact us. If that’s not the case then the following time frames will apply.

  • We will acknowledge receipt of your complaint by email within two working days.
  • We aim to investigate your complaint and provide a resolution we both agree to within a reasonable time frame but no more than 20 working days of the matter being raised with us.
  • If the matter requires more than 20 working days to resolve, MainPower must obtain written permission (before the end of that period) – up to a maximum of 40 working days – and inform you of this in writing.

Visit www.utilitiesdisputes.co.nz or contact them directly at:
Utilities Disputes Ltd, Freepost 192682, PO Box 5875, Lambton Quay, Wellington 6145
Freephone: 0800 22 33 40
Freefax: 0800 22 33 47
Email: info@utilitiesdisputes.co.nz

We’re here to help

If you need some assistance or advice, please get in touch with our team.

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Important notifications

Hot water load testing under way ahead of winter

Until mid‑April, we’re working closely with retailers to carry out hot water load testing as we prepare our network for the coming winter season.

These tests run for a couple of hours each day, Monday to Friday, with no testing taking place over weekends. Because each test window is relatively short, customers are unlikely to notice any changes to their hot water supply.

The purpose of this work is to help us better understand how much controllable load is available during the summer months. Gaining accurate insights now means we can model customer savings more effectively by reducing system load at peak times. It also helps us assess whether this load flexibility could assist Transpower in deferring an upcoming local transmission upgrade.

This testing is an important part of ensuring a resilient, efficient network that supports our community.

MainPower Trust elections

Voting is open for the 2026 MainPower Trust election.

Voting packs have been emailed or posted by Electionz.com to everyone who pays a power bill on the MainPower network. You need to have the unique ID provided to cast your vote.

If you haven’t received a voting pack, or can’t find it, you can get a replacement by contacting iro@electionz.com.  For full details of the candidates, visit mainpowertrust.co.nz/trustee-elections/. 

Make the most of this opportunity to have your say on the future of MainPower – and your community.

Voting closes midday Friday 6 March 2026. 

Privacy Policy

Outages
0800 30 90 80

Is your outage not listed?

Troubleshoot your outage
Treat all lines as live during the outage period; power may be restored at any time. If you require further information, please call MainPower’s 24-hour faults line. To report an emergency, call 111.

Outage notifications

Hot water load testing under way ahead of winter

Until mid‑April, we’re working closely with retailers to carry out hot water load testing as we prepare our network for the coming winter season.

These tests run for a couple of hours each day, Monday to Friday, with no testing taking place over weekends. Because each test window is relatively short, customers are unlikely to notice any changes to their hot water supply.

The purpose of this work is to help us better understand how much controllable load is available during the summer months. Gaining accurate insights now means we can model customer savings more effectively by reducing system load at peak times. It also helps us assess whether this load flexibility could assist Transpower in deferring an upcoming local transmission upgrade.

This testing is an important part of ensuring a resilient, efficient network that supports our community.

MainPower Trust elections

Voting is open for the 2026 MainPower Trust election.

Voting packs have been emailed or posted by Electionz.com to everyone who pays a power bill on the MainPower network. You need to have the unique ID provided to cast your vote.

If you haven’t received a voting pack, or can’t find it, you can get a replacement by contacting iro@electionz.com.  For full details of the candidates, visit mainpowertrust.co.nz/trustee-elections/. 

Make the most of this opportunity to have your say on the future of MainPower – and your community.

Voting closes midday Friday 6 March 2026. 

Privacy Policy

Outages
0800 30 90 80

Is your outage not listed?

Troubleshoot your outage
Treat all lines as live during the outage period; power may be restored at any time. If you require further information, please call MainPower’s 24-hour faults line. To report an emergency, call 111.

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