Q: Why is Frank ending its supply of natural gas and LPG?
​A: The Frank brand launched back in 2022 with a couple of key ambitions – to keep energy simple and straight up, and to keep prices competitive.

With an eye on the future and with the desire to continue to deliver these things for our customers, we have taken the difficult decision to become an electricity-only energy retailer.

Q: Can I sign up as a new customer for Natural Gas or LPG before 1 March?

A: No sorry - we are no longer accepting new sign-ups for Natural Gas or LPG.

Q: When will this change take place?
​A: From Saturday 1 March, Frank Energy will no longer be a supplier of natural gas or LPG bottles.

Q: What do I need to do to prepare? 
​A: Before 1 March, you will need to switch to another retailer of your choice.

Q: How can I find another natural gas supplier?
​A: If you have natural gas and like to plan ahead, we recommend checking out Powerswitch to explore your options.

Powerswitch is a free and independent service that helps you find the most cost-effective power company and pricing plan for your household.

Powerswitch is run by Consumer NZ, an independent, non-profit organisation established in 1959. Consumer is dedicated to ensuring a fair deal for Kiwis and has been offering this service for the past 25 years.

Q: How can I find another LPG supplier?
​A: There are numerous retailers offering LPG including Genesis, Mercury, Contact, Elgas and Ongas. Visit the SwitchMe website for more information.

Q: I also have my electricity with Frank, will I need to switch providers for this too?
​A: Nope, your electricity account will remain with us, unless you choose to move it to another retailer.

Q: What will happen if I don’t switch by 1 March?
​A: We’ll be in touch prior to 1 March to remind you about your options. If you decide not to take any action, we’ll simply transfer you over to our parent company, Genesis.

You will be placed on an open-term contract, so that you can cancel at any time (without a fee) if you choose to switch to another retailer later. Genesis rates, terms and conditions will apply.

We’ll be in touch before this transfer to confirm what your new pricing with Genesis will be.

Q: Who is Genesis?
​A: Genesis in an energy provider and both Frank and Genesis are proudly owned by Genesis Energy Ltd.

Q: As an existing Frank Energy LPG/Natural gas customer why can’t I move house to a property that also has LPG/Natural gas and stay with Frank?
​A: After much consideration, we are no longer going to supply LPG or Natural Gas to homes around NZ and this means unfortunately you’ll now need to look for an alternative retailer.

Q: Can I move my electricity to my new property and stay with Frank?
​A: Yes.

Q: What will happen to my LPG bottles if they aren’t empty on the 1st March?
​A: As Frank and Genesis use the same LPG teams, in being switched to be a Genesis LPG customer there will be no disruption to your LPG supply. Next time you need a bottle replacement, you’ll use the Genesis Energy IQ app to order as you normally would with Frank.

Q: What will happen if I have a credit on my account?
​A: If you have electricity with us, the credit will remain on your account to be used for a future electricity invoice(s). Otherwise, any credit will be used to clear the final Gas or LPG invoice, and any remaining credit will be refunded to you.

Q: Will I need to order brand new LPG bottles with Genesis, even if my LPG bottles are full?
​A: You will need to order Genesis bottles only once your Frank bottles run out. As you may notice, your Frank bottles have a Genesis logo on them as both brands have been serviced by the same LPG team, this means there is no need to return bottles or start fresh with Genesis, you can continue to use up your existing LPG and simply order in the Genesis Energy IQ app the next time your bottle runs low.

Q: I have a direct debit with Frank, will I need to sign up for a new one with Genesis?
​A: Yes, you will need to set up any payment arrangements with Genesis directly.

Q: If I switch to Genesis will my WINZ redirection payment details be transferred to Genesis?
​A: No, you will need to let your case worker know and update WINZ with your Genesis customer details and bank account so that the redirection is going to the correct place. This may mean two redirections if you choose to keep your electricity with Frank, your case worker will be able to help you with this.

Q: Is this happening because New Zealand is running low on gas supply?
​A: No, our goal has always been to cut out the complicated and ditch the gimmicks so that we can give our customers the best price possible. While it hasn’t been an easy decision, saying goodbye to natural gas and LPG gas will allow us to do just that.

Q: I want to talk to someone about these changes, how can I get in touch?
​A: You can chat online with a Frank rep here.