Our dedicated team is here to help. We understand that sometimes it can be hard to pay your bills. It could be a sudden change or an ongoing challenge, and it can happen to any of us, at any time. Everyone's reasons will be different, and we want to hear your story.
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Call our Payment Solutions Team on 0800 10 18 60. We'll match you with a support person who will help you find the right payment solution so you can focus on what matters most to you.
For all other enquiries or broadband support, please call our general Mercury contact number on 0800 10 18 10.
When you contact us, we will:
While you work with us, we commit to:
If you need help communicating with us, you can authorise one or more people to speak to us on your behalf. An authorised contact can be a family member, a friend, or a social agency. If you’d prefer to speak to us in a language other than English, we can help. Please contact us to arrange an interpreter.
If you're finding it hard to pay your bill, our Payment Solutions team are available on 0800 10 18 60, Monday - Friday, 8.00am - 5.00pm.
If you're finding it hard to pay your bill, you can email us at enquiries@mercury.co.nz. For all other enquiries, please contact us.
Our Here to Help Team will work with you to find the right solution. Your story is important to us, and we'd love to hear it. We care about our customers and want to take the stress out of managing bills and payments.
Our specialised Here to Help team work with agencies that can also offer support. With your permission, we can link you to one or more of our trusted partners to provide additional support and guidance. Not all services are available in every community, but don't worry we'll do our best to help and find a service for you.
Help people find their way through Work and Income processes and entitlements and supports them to manage their money. Visit moneytalks.co.nz.
Aim to help more New Zealanders get on top of problem debt without judgement. Visit debtrelief.org.nz.
Offer a free in-home energy coaching service in select locations across Aotearoa New Zealand. Visit energymate.nz.
Provide small loans with no interest for essential items and support with unmanageable debt. Visit goodshepherd.org.nz.
Provide debt consolidation financial reset loans. Visit moneysweetspot.co.nz.
Provide practical debt help, made possible through partnerships with 46 local churches. Visit capnz.org.
Provide specialised services and support for over 65s. Visit ageconcernauckland.org.nz.
Address financial challenges by empowering Papakura residents with the tools and knowledge to take control of their finances. Visit https://kootuitui.org.nz/kootuitui-budget-service.
For more information about our commitment to you, please read our Consumer Care Policy.