10 June 2025
They say good things never last. So it’s with a heavy heart that we write with the news that the Frank Energy brand will be shutting our bright green doors to new customers from today and migrating existing Frank Energy customers to Genesis (or another retailer of your choice) over the coming months.
As such, we are not accepting new customers and existing customers are no longer able to move home with us.
We expect you’ve got some questions - please see below for further details.
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Q: Why is Frank closing its doors?
A: Back in 2022 Genesis launched the Frank Energy brand as a simple, straight up alternative to the complexity it saw in the NZ energy market.
The last 3 years have seen significant change in the NZ energy sector and Genesis must now consider how to position itself to best meet the ever-changing future energy needs of Kiwis, along with the additional cost and resource required to operate 2 different brands.
As a result, Genesis has made the difficult decision to consolidate its offering, choosing Genesis as its single retail energy brand. This will allow for increased focus and investment in the tools and resources it requires to provide a better energy experience for all customers, existing and new.
You can see the press release here.
Q: When will this change take place?
A: From September 2025
Q: What do I need to do to prepare?
A: Before September, you will need to switch to another retailer of your choice.
Q: How can I find another power provider?
A: You can use Powerswitch.
Powerswitch is a free and independent service that helps you find the most cost-effective power company and pricing plan for your household. It is run by Consumer NZ, an independent, non-profit organisation established in 1959.
Q: What will happen if I don’t switch by September?
A: We encourage you to check out your options and choose a new provider before this time. However, if you decide not to take any action, we’ll simply transfer you to Genesis.
You will be placed on a Flexi-Plan with no fixed term so that you can keep your options open should you choose to switch to another retailer later. Genesis rates, terms and conditions will apply.
Q: When can I expect to hear from Frank about these changes?
A: Communications will be sent with more details via email and post during the week of the 9th of June 2025.
If we don’t have your current email address you will receive a letter by post, this should arrive in your post box by week commencing 16 June.
If you still haven’t heard from us, get in touch with us via online chat so that we have your current contact information to keep you updated.
Q: Who is Genesis?
A: Genesis and Frank Energy belong to the same company. Both brands are part of Genesis Energy Ltd.
Q: Will any of my information be shared with Genesis?
A: Yes, to make the transfer to Genesis easy, we’ll share your contact details, email, phone, contact preference, Install details, address, meter type, and primary & secondary account holders. Please note that we will only share this information with Genesis if you still have an active electricity connection with Frank by September.
We won't share your payment details, order history or any notes on your Frank account file.
Q: What will happen if I have a credit on my account?
A: If you have a credit owing on your account before switching to a new provider, it will be refunded back to you.
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 contact Genesis and set up an account (including setting up payment arrangements).
Q: What do I need to set up an account with Genesis?
A: You'll need to provide your full legal name as it appears on your ID, plus you'll need your passport or driver's licence handy so they can verify your identity. Genesis rates and standard terms apply.
If you’re ready to join Genesis now, you can sign up here.
Q: How much will I pay with Genesis?
Genesis rates may differ to what you're currently paying with Frank.
To check prices for your home, go to the Genesis sign-up page and enter your address, fuel types, and how many people live at your place. You’ll then see a table with plan options and rates.
Alternatively, you can use Powerswitch to compare power companies and plans for your property.
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.
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.