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Cancel Contact Energy: Step-by-Step Guide
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How to cancel Contact Energy and protect your rights in new zealand
Why you might cancel Contact Energy and what you need to know
Contact Energy is New Zealand's largest energy retailer, supplying over 700,000 residential and business customers with electricity, gas, broadband and mobile services. You may have signed up during a promotional offer, bundled services that no longer fit your needs, or simply found a competitor offering better value.
Whatever your reason for leaving, understanding your cancellation options and consumer rights puts you in control. Tocancel is here to walk you through the process step by step, so you cancel cleanly without hidden charges, surprise fees or unnecessary delays.
When cancellation makes sense
You might cancel Contact Energy if you're relocating, switching to a cheaper retailer, or consolidating your services with another provider. Perhaps a promotional credit expired and your bill increased, or you've negotiated better rates elsewhere. All of these are valid reasons to end your relationship with Contact Energy.
Before you cancel, review your current contract terms carefully. Bundled services such as electricity, gas, broadband and mobile often have different exit dates or early termination fees attached. Check your latest bill to see which services you're actually using and which ones you're paying for out of habit. This review takes 10 minutes but could save you hundreds of dollars.
Contact Energy services you may be cancelling
Contact Energy offers metered electricity plans tailored by region, gas supply where available, broadband packages with promotional energy credits, and mobile plans. Many customers bundle multiple services to claim promotional credits, but these credits are often non-refundable once applied to your account. Keep careful records of what credits you've received and when, as this information matters when you cancel.
Your legal position and consumer rights in new zealand
New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 protect your right to cancel services fairly and without unreasonable barriers. The Commerce Commission enforces these laws and investigates complaints when companies refuse to cancel or impose illegal early termination fees.
What the consumer guarantees act means for you
Under the Consumer Guarantees Act, Contact Energy must provide services that are of acceptable quality and fit for purpose. If services are faulty or misrepresented, you have the right to cancel without penalty. This is a critical protection: if Contact has misled you about what you're paying for or what you'll receive, you can cancel immediately.
Your legal position is clear: you can cancel your contract if Contact breaches its obligations to you. You should not be charged early termination fees if the company failed to deliver what was promised.
Early termination fees and what they can legally be
Contact Energy may charge early termination fees if you're cancelling during a fixed contract period. However, these fees must be reasonable and genuinely reflect Contact's loss from ending the contract early. Unreasonably high fees or fees designed to punish you for leaving are not legal under New Zealand law.
If Contact quotes you an early termination fee that seems excessive, ask them to justify it in writing. Request itemised costs. Tocancel recommends keeping this correspondence, as it's evidence if you later need to lodge a complaint with the Commerce Commission.
Your right to switch providers
You have an absolute right to switch energy retailers at any time. Contact Energy cannot legally prevent you from signing up with a competitor. If Contact tells you that you're "locked in" or cannot switch, this is misleading. You can always cancel, though you may owe an early termination fee if your contract specifies one.
Tocancel advises checking the Electricity Authority's website for your switching options and timelines. The switching process typically takes 2 to 4 weeks, so start it before you formally cancel with Contact.
Methods to cancel Contact Energy and which option is fastest
Contact Energy offers three main routes to cancel: the My Account online portal, webchat support, or phone contact. The fastest path depends on how straightforward your account is and whether you have outstanding balances or disputes.
Online cancellation via my account portal
The My Account portal is often the quickest option if Contact's system allows self-service closure. Log in, navigate to account settings, and look for a "close account" or "remove services" link. Many customers find the portal doesn't complete cancellation automatically; instead, it triggers a webchat prompt or call-back request. This is intentional, not a fault.
- Visit contact.co.nz and sign in to My Account with your username and password.
- Navigate to account settings or manage account options.
- Search for buttons labelled "close account," "remove service," or "discontinue supply."
- If no such option appears, note this and escalate by phone or webchat instead.
- If a closure option is available, select it and follow all prompts.
- You will likely be asked to confirm your final meter read date and any outstanding balance.
- Document the date, time and any reference number generated.
- Expect a webchat window or phone call request to finalise your cancellation.
- This is standard. Contact uses this step to confirm you're not cancelling in error and to discuss any final charges or credits.
- Have your account number, customer ID and a recent bill ready before this conversation.
Pro tip: Take a screenshot of any confirmation page or reference number issued. If Contact later denies receiving your cancellation request, this screenshot is your proof of submission.
Webchat and phone support for cancellation
If the online portal doesn't offer a self-service closure option, contact Contact Energy directly via webchat or phone. Webchat is available on the Contact Energy website during business hours and is often faster than phone for simple cancellations. Phone support allows you to discuss complex situations such as disputed charges or early termination fees in real time.
- Visit contact.co.nz and select the webchat or phone option from the support section.
- Inform the representative that you wish to cancel your account and provide your account number.
- Listen carefully to any early termination fees, final charges or credits the representative quotes.
- Ask them to send you a written summary via email before you confirm cancellation.
- This protects you if Contact later disputes what was discussed.
- Confirm your preferred final meter read date and the date you want services to end.
- Request a cancellation reference number and confirm the date by which your account will be closed.
- Ask them to send you written confirmation to your email address.
- Follow up in writing if no confirmation arrives within 2 working days. Tocancel advises email over phone because written records protect you legally.
Cancellation by post
If you prefer to cancel by post or if online and phone methods fail, you can send a written cancellation request to Contact Energy's postal address. Written cancellation creates a dated record and is useful evidence if Contact later claims they never received your request.
Send your letter to the address provided in the final section of this guide. Include your full name, account number, customer ID, current address, and a clear statement that you wish to cancel all services effective immediately or on a specific date. Ask Contact to confirm receipt and provide a cancellation reference number.
Timeline and what happens after you cancel
Understanding the cancellation timeline helps you plan your switch to a new provider and avoid service gaps or duplicate charges.
How long does Contact Energy cancellation take
Online and webchat cancellations typically complete within 2 to 5 working days once you've confirmed all details. Phone cancellations may take 3 to 7 working days. Cancellations by post may take 10 to 14 working days depending on mail delays and Contact's processing time.
Contact Energy will send you a final bill after your services end. This bill includes charges up to your final meter read date and any credits owed to you. The final bill typically arrives within 2 to 4 weeks of cancellation.
What to expect in your final bill
Your final bill will itemise all charges up to your final meter read date, including any usage fees, line rental charges and early termination fees if applicable. It will also show any credits due to you, such as unused promotional credits or overpayments. If the final bill shows a credit in your favour, Contact must refund you within 20 working days under New Zealand consumer law.
Review your final bill carefully. If charges seem incorrect or early termination fees are excessive, contact Contact Energy immediately and request an itemised breakdown. Keep this correspondence for your records.
Planning your switch to a new provider
Once you've cancelled Contact Energy, start your switch to a new retailer immediately. The Electricity Authority website lists all available retailers and explains the switching process. Most switches take 2 to 4 weeks, so time your new provider's activation date to coincide with your Contact Energy cancellation to avoid service gaps.
Tocancel advises registering your new electricity account before Contact's services end, so you have continuous supply. Avoid cancelling Contact Energy and then signing up with a new provider, as this can leave you without power for several days.
Refunds and what happens to credits on your account
If your Contact Energy account shows a credit balance when you cancel, you are entitled to a refund under New Zealand consumer law.
How to claim your refund
Contact Energy will refund credits automatically when it issues your final bill, usually within 2 to 4 weeks of cancellation. The refund will be returned to the payment method you used most recently, typically your bank account.
If you don't receive your refund within 20 working days of your final bill date, contact Contact Energy in writing and ask for confirmation of the refund status and an estimated date. Provide your account number and final bill reference. Keep copies of all correspondence.
Promotional credits and non-refundable offers
Some promotional credits are non-refundable once applied. Check your original contract and recent bills to see which credits are refundable and which ones are final. If Contact has applied non-refundable credits, you cannot recover them, but you can still cancel your account.
If Contact misled you about whether a credit was refundable, this may be a breach of the Fair Trading Act. Contact the Commerce Commission if you believe Contact's terms were misleading or unfair.
Common mistakes to avoid when cancelling Contact Energy
Cancelling can feel daunting, and small missteps can delay your exit or result in unexpected charges. Here are the traps that catch many customers, and how to avoid them.
Not documenting your cancellation request
Many customers cancel by phone and assume the conversation is enough. In reality, Contact Energy sometimes claims they never received a verbal cancellation request, and without written evidence, you have no proof. Always request written confirmation by email after any phone or webchat conversation. If Contact refuses to send confirmation, this is a red flag that should be reported to Tocancel or the Commerce Commission.
Failing to check for early termination fees
Early termination fees can range from $50 to several hundred dollars depending on your contract. Before you cancel, always ask Contact Energy to calculate your total early termination cost. Ask them to send this quote in writing. If the fee seems unreasonable, challenge it and request a breakdown of costs that justify the fee.
Not reading your final bill carefully
Final bills can be confusing, with credits, charges and fees all listed together. Spend 15 minutes reviewing your final bill line by line. Check that all promotional credits have been applied, that early termination fees match Contact's quote, and that your final meter read is correct. If anything looks wrong, contact Contact Energy immediately.
Cancelling before switching to a new provider
Never cancel Contact Energy without arranging a new provider first. This creates a service gap and may damage your credit if Contact reports you as a non-paying customer. Instead, sign up with your new retailer, arrange your switch date to match Contact's cancellation date, and then cancel Contact Energy.
Ignoring disputes about charges
If Contact Energy charges you an early termination fee you believe is unreasonable, don't just accept it. Write to Contact Energy and dispute the fee, asking them to justify it with itemised costs. If they refuse or their justification is vague, escalate to the Commerce Commission. You have legal rights here, and Tocancel recommends always standing up for them.
Cancellation checklist and timeline
Use this checklist to ensure you cancel Contact Energy cleanly and don't miss any important steps.
| Action | Timeline | Done |
|---|---|---|
| Review your Contact Energy contract and identify all services (electricity, gas, broadband, mobile) | Week 1 | ☐ |
| Check for early termination fees and request a written quote from Contact Energy | Week 1 | ☐ |
| Sign up with a new energy retailer and arrange your switch date | Week 1-2 | ☐ |
| Submit your cancellation request to Contact Energy by phone, webchat or post | Week 2 | ☐ |
| Request written confirmation and a cancellation reference number | Week 2 | ☐ |
| Provide your final meter read to Contact Energy (or allow them to arrange it) | Week 2-3 | ☐ |
| Receive and review your final bill from Contact Energy | Week 4-5 | ☐ |
| Check that all charges and credits on your final bill are correct | Week 4-5 | ☐ |
| Dispute any incorrect charges in writing within 10 working days | Week 5 | ☐ |
| Receive your refund if your account shows a credit | Week 6-8 | ☐ |
Comparison table: cancellation methods and how they rank
This table shows the pros and cons of each cancellation method so you can choose the option that best suits your needs.
| Method | Speed | Documentation | Best for |
|---|---|---|---|
| Online My Account portal | 2-5 days | Screenshot confirmation | Simple cancellations with no disputes |
| Webchat | 2-7 days | Chat transcript saved | Quick cancellations, business hours only |
| Phone | 3-7 days | Request email follow-up | Complex situations, early termination fee disputes |
| Post | 10-14 days | Dated letter and proof of posting | When other methods fail, legal record required |
| Email to Contact Energy support | 5-10 days | Email thread with timestamps | Secondary method if webchat unavailable |
What to do if Contact Energy refuses to cancel or disputes your request
If Contact Energy refuses to cancel your account or claims they never received your request, you have legal recourse.
Escalating disputes with Contact Energy
First, respond to Contact Energy in writing by email or post. Restate your cancellation request clearly, include your account number and the date you submitted your original request, and provide copies of any evidence (screenshots, reference numbers, or copies of your letter). Ask Contact to confirm receipt and provide a reason if they are refusing to cancel.
If Contact Energy does not respond within 5 working days or continues to refuse, escalate your complaint to the Electricity Authority or the Commerce Commission. Both organisations can investigate whether Contact is acting unlawfully.
Complaint process and your next steps
The Commerce Commission enforces consumer protection laws in New Zealand. You can lodge a complaint with the Commission if Contact Energy has breached the Consumer Guarantees Act or Fair Trading Act. The Commission will investigate whether Contact's practices are fair and legal.
To lodge a complaint, visit the Commerce Commission website or phone 0800 943 600. Provide your account number, a summary of your cancellation attempts, and copies of all correspondence with Contact Energy. The Commission will contact Contact Energy and ask for their response. This process typically takes 4 to 8 weeks.
Tocancel recommends keeping all documentation from the moment you decide to cancel. Emails, reference numbers, screenshots, and copies of letters are your evidence, and they carry weight if the dispute reaches the Commission.
Contact Energy cancellation address and how to submit in writing
If you choose to cancel by post or if online and phone methods have failed, send a written cancellation request to Contact Energy's postal address below.
Where to send your cancellation letter
Send your cancellation request to:
Contact Energy Limited
PO Box 10742
Wellington 6143
New Zealand
Alternatively, you may also use this address if the above does not accept mail:
Contact Energy Limited
PO Box 624
Wellington
New Zealand
What to include in your cancellation letter
Your cancellation letter should include:
- Your full name and current address
- Your Contact Energy account number (found on any bill)
- Your customer ID if you have one
- A clear statement: "I wish to cancel all services on my account effective [date you want services to end]"
- Your preferred final meter read date
- Your email address and phone number for Contact to confirm receipt
- A request for a cancellation reference number
- A request for written confirmation of cancellation within 5 working days
Send your letter by registered post so you have proof of posting. Keep a copy for your records. Contact Energy must respond within 5 working days.
Key takeaways: cancelling Contact Energy with confidence
You have the right to cancel Contact Energy at any time. New Zealand's Consumer Guarantees Act and Fair Trading Act protect you from unreasonable early termination fees and misleading contract terms. Before you cancel, review your contract, check for early termination fees, and sign up with a new provider to avoid service gaps.
Choose your cancellation method based on speed and complexity. Online and webchat are fastest for simple cancellations. Phone is better for disputes. Post is best when other methods fail. Always request written confirmation and keep copies of all correspondence.
If Contact Energy refuses to cancel or disputes your request, escalate to the Commerce Commission. Document everything from day one so you have evidence if your complaint reaches the Commission.
Tocancel has helped thousands of consumers cancel unwanted services and recover refunds they were owed. Whether you're switching providers, reducing costs, or simply moving house, Tocancel's step-by-step guides and consumer rights information put you in control. Visit Tocancel today to confirm your rights, access templates for written cancellation requests, and find the contact details you need to cancel Contact Energy cleanly and without unnecessary delay.