A call from your "power or gas company": fake discounts, refunds and plan changes

A call from your "power or gas company": fake discounts, refunds and plan changes

"Hi, I'm calling from your power company. You've been overcharged and you're due a refund." Or: "Your plan is being discontinued and your price is going up next month, but I can lock in a cheaper rate today." Sometimes they say they're from "the lines company", "the Electricity Authority" or a government energy scheme. The voice sounds friendly and well informed. Often it isn't your retailer at all: it's a pushy salesperson trying to switch you to another company without you really agreeing, or a scammer after your bank details.

How does this scam work?

The hooks vary, but they all play on your power bill:

• "Your price is going up" or "your plan is ending". They rush you with a supposed price change that forces you to "update" your plan today.
• "You're due a refund" or "you qualify for a discount". A credit for "overcharging", a loyalty discount or a government energy support payment that only kicks in once you hand over your details.
• "We're calling from the lines company" or "from the regulator". They pose as a neutral body, or as the company that owns the power lines and meters, to sound more official than a salesperson.
• "Your meter needs replacing" or "your gas connection needs inspecting". An urgent visit, sometimes with payment on the spot.

Behind each hook is one of three goals:

1. Switching your retailer without clear consent. They ask for your name, address and the ICP number (the unique Installation Control Point number on your power or gas bill), plus your bank details "for the new direct debit". With those and a recorded "yes", they can lodge a switch.
2. Stealing your bank details. The "refund" will "go into your account", so they ask for your account number, card or even a code your bank texts you. That code authorises a payment out, not in.
3. Charging you on the spot. A "deposit", an "inspection fee" or an "adjustment" that you pay immediately, over the phone or at the door.

How can I tell the call is fake?

• They ask for details your retailer already has. Your retailer knows your ICP number, address and account. If "your" company asks you to read them out, be suspicious.
• They don't know who you are, or ask who your retailer is. "Who do you get your power from?" is a salesperson's or scammer's question, not your retailer's.
• There's a rush. "The offer ends today", "if you don't confirm now, your bill goes up". Real price changes are notified in writing, in advance.
• They ask for a text code. No legitimate company needs a code from your bank to apply a discount or pay a refund.
• They push you to say "yes" or "I agree" to long sentences you barely follow, or say it's "just for the recording".
• They say they're the lines company and try to sell you a plan. Lines companies run the network; they don't sell retail plans or offer discounts.
• They want cash or a bank transfer on the spot. Genuine work is booked in advance and charged on your bill.

What do I do during the call?

1. Don't confirm any details. Not your ICP number, account number, bank details or address. If they read your details out "to check", don't say whether they're right.
2. Don't say "yes, I agree" to anything you haven't read. If they offer something interesting, ask for it in writing.
3. Never read out a text code or install any app they ask for.
4. Hang up and call back yourself. Find the number on your latest bill or your retailer's official website and ask whether anything is changing on your account.
5. If someone turns up at your door for a visit you weren't expecting, ask for ID and don't let them in until you've called your retailer on the number on your bill.

If you genuinely want a better deal, compare plans yourself on Powerswitch, Consumer NZ's free comparison site, and switch through the retailer you choose.

What if I've already given my details or agreed to a switch?

1. If you gave bank details or a code, call your bank now on the number on your card or in its app. Ask them to block the card if you gave it out, watch for transactions and cancel any direct debit you didn't authorise.
2. Call your current retailer on the number on your bill. Ask whether a switch is in progress and tell them you didn't authorise it. The sooner you do this, the easier it is to stop.
3. If the switch has already happened, complain in writing to the new company: say you didn't agree, ask for the recording and the contract, and ask to be returned to your previous retailer at no cost. Uninvited sales over the phone or at your door come with special rights under the Fair Trading Act, including a cooling-off period to cancel; see Consumer Protection's Fair Trading Act page.
4. If the company doesn't sort it out, take it to Utilities Disputes, the free, independent service for complaints about power and gas companies. You can also report misleading sales tactics to the Commerce Commission.
5. Keep evidence: the number that called, the time, the name they gave, any texts and any contract or email you receive afterwards.
6. If money was stolen or your details misused, report it to NZ Police on 105 or through the 105 online service, and to the National Cyber Security Centre (NCSC).

Frequently asked questions

Can my power company genuinely call me? Yes, sometimes. But a genuine call won't ask you to read out your ICP number or bank details, or a text code. If in doubt, hang up and call the number on your bill.

They recorded me saying "yes". Do I now have a contract? Not necessarily. A one-word "yes" to a vague question doesn't show you agreed to a switch. Ask for the recording, complain in writing and use your rights as described above.

Is government energy support set up over the phone? Be very wary of anyone who calls offering government energy support in exchange for your details or a fee. Check directly with the government agency or your retailer, using contact details you've found yourself.

How do I stop them calling me? Ask the company to stop calling, add your number to the Marketing Association's voluntary Do Not Call register, and block the numbers. Report persistent callers in the spam numbers directory.

In short

A call from "your power company" that asks for your ICP number, bank details or a code, or pushes you to say "yes" today, is a red flag. Confirm nothing, hang up and call the number on your bill. If you've been switched without agreeing, complain in writing and escalate to Utilities Disputes. Compare plans yourself on Powerswitch if you want a better deal. And report the number in the NoCall spam numbers directory.