Manage Just Energy

How to cancel just energy in new zealand and protect your rights

Understanding just energy and why you might want to leave

Just Energy is an electricity retailer operating across New Zealand, offering flexible plans without long-term contracts to residential and small business customers. They market themselves as a straightforward energy supplier with support options like SmoothPay and hardship assistance built in.

If you're considering cancellation, you're likely weighing up better rates elsewhere, poor customer service, or simply wanting a fresh start with another provider. Whatever your reason, Stopee is here to walk you through the process step by step, so you don't miss critical deadlines or hidden charges.

What makes just energy different

Just Energy emphasises flexibility: no long-term lock-in contracts, the ability to cancel at any time, and a published Consumer Care Policy that covers vulnerable customers and those facing hardship. They offer online account management through My Account and multiple contact channels.

However, like all energy retailers, Just Energy applies final billing, join-on credit clawbacks, and refund fees in certain circumstances. Understanding these upfront protects your wallet when you leave.

Why stopee exists for cancellations like yours

Cancelling an energy supply involves moving your meter to a new provider, managing final bills, claiming any credit owed, and avoiding traps that cost you money. Stopee has guided thousands of New Zealand consumers through this exact process, flagging what to watch for and how to escalate if things go wrong.

Your consumer rights when cancelling energy supply in new zealand

New Zealand consumer law gives you specific protections when you leave Just Energy, and knowing these rights is your strongest lever if the company resists or overcharges you.

Consumer guarantees act and energy supply

The Consumer Guarantees Act (CGA) applies to energy supply contracts in New Zealand. Under the CGA, you have the right to expect that services are delivered with due care and skill, and that goods and services are fit for purpose. If Just Energy fails to supply electricity reliably or charges you unfairly after cancellation, you can escalate a complaint to the appropriate authority.

Unlike goods purchases, energy supply does not carry a statutory 14-day cooling-off right. However, you can cancel at any time once your contract begins, provided you follow Just Energy's cancellation process.

Fair trading act protections

The Fair Trading Act prohibits misleading or deceptive conduct. If Just Energy applies surprise fees, fails to disclose refund conditions, or delays your refund without justification, this may breach the Act. Stopee recommends documenting all communications so you have evidence if you need to complain.

Escalation: utilities disputes

If Just Energy refuses to resolve your complaint within 20 working days (or 40 for complex cases), you can lodge a complaint with Utilities Disputes, New Zealand's independent dispute resolution scheme for energy retailers. Utilities Disputes can investigate for free and order Just Energy to refund you or correct errors-and their decisions are binding on the company.

Methods to cancel your just energy account

Just Energy offers multiple cancellation channels; choosing the right one ensures your request is recorded and dated correctly.

Phone cancellation (fastest)

Calling Just Energy's customer care team is often the quickest route to cancellation because you confirm your account details, get a cancellation reference number on the spot, and have a timestamped record of your request.

Phone number: 0508 587 836

What to expect: Just Energy's team will confirm your account number, ask why you're leaving (optional feedback), and issue a cancellation reference. They will also ask for your final meter reading if you haven't provided one recently, or arrange a meter read appointment.

Email cancellation (documented)

If you prefer written confirmation, email is equally valid and leaves you with a dated record of your request. Pro tip: Send your email during business hours and request a read receipt so you know Just Energy received it.

Email address: customer.care@justenergy.co.nz

What to include in your email:

• Your full name and account number
• Your service address (the property the meter is at)
• Your final meter reading (optional but helpful)
• Preferred cancellation date (or "as soon as possible")
• A statement: "I request cancellation of my Just Energy account effective [date]"
• Your contact phone number

Pro tip: Keep the email subject line simple and clear: "Cancellation Request - [Your Account Number]" so it doesn't get misfiled.

App store and google play subscriptions

If you subscribed to Just Energy billing via Apple App Store or Google Play rather than directly with the company, you must cancel via your device settings, not Just Energy directly.

For Apple App Store (iOS):

• Open Settings → [Your Name] → Subscriptions
• Find the Just Energy subscription
• Tap "Cancel Subscription"
• Confirm the cancellation

For Google Play (Android):

• Open the Google Play app → Menu → Subscriptions
• Select the Just Energy subscription
• Tap "Cancel Subscription"
• Confirm

Important: Cancelling via App Store or Google Play only stops the app subscription billing; it does not transfer your meter or cancel your electricity supply. You still need to contact Just Energy by phone or email to arrange the meter transfer to your new provider.

Step-by-step cancellation process

Follow these steps to cancel cleanly and avoid delays or surprises on your final bill.

Before you cancel: preparation

1. Check your current plan and rates
   • Log into My Account or request a recent statement from Just Energy
   • Note your account number, service address, and current balance (credit or debt)
   • Confirm there are no pending billing disputes or hardship arrangements that might complicate exit
2. Organise your meter read
   • Take a final meter reading yourself on the date you plan to cancel, or request Just Energy schedule one
   • If you self-read, provide the reading to Just Energy in writing (email or note on your cancellation request)
   • A meter read is essential because it determines your final bill; disputes over reads are common
3. Arrange your new supplier
   • Contact your chosen new energy retailer and ask them to arrange the meter transfer
   • Your new supplier will handle the transfer paperwork with Just Energy; you don't need to do this manually
   • Confirm the start date with your new supplier before you cancel Just Energy
4. Check for join-on credits or promotional bonuses
   • If you received a join-on credit (e.g., a discount or credit voucher), Just Energy may claw this back if you leave within 12 months
   • Review your original agreement to see the clawback terms
   • Budget for this in your final bill calculation

Submit your cancellation request

1. Choose your method: phone (0508 587 836) or email (customer.care@justenergy.co.nz)
   • Phone is faster and gives you a reference number immediately
   • Email leaves a written trail; send during business hours and request a read receipt
2. Provide your account details and meter reading
   • Account number
   • Full name and service address
   • Final meter reading (if you have taken one) and the date of that reading
   • Your preferred cancellation date or "effective immediately"
3. Request confirmation
   • If you call, write down the cancellation reference number and the name of the staff member
   • If you email, request a reply confirming receipt and your cancellation reference
   • Stopee recommends waiting for written confirmation before considering your cancellation submitted
4. Inform your new supplier of the cancellation date
   • Share the cancellation date with your new retailer so they can time the meter transfer correctly
   • A mismatch in dates can leave your meter unassigned or create overlapping bills

After submission: what happens next

1. Just Energy confirms cancellation and schedules a final meter read
   • Just Energy will acknowledge your cancellation within 1-2 working days
   • If you have not provided a final meter reading, they will arrange one (usually within 5-10 working days)
   • Attend the scheduled meter read or provide your own reading to avoid delays
2. Meter is transferred to your new provider
   • Your new supplier's system will assume the meter on or after your cancellation date
   • Just Energy's supply to your address stops on that date
   • There should be no gap; your new supplier takes over immediately
3. Final bill is generated
   • Just Energy generates a final bill covering charges up to the final meter read date
   • This bill arrives within 2-4 weeks of the meter read
   • You can view it in My Account once it is ready, even after cancellation
4. Pay any balance owing, or request refund
   • If your final bill shows you owe money, pay it promptly to avoid late fees
   • If your account is in credit (you have overpaid), request a refund in writing

Understanding your final bill and refunds

The final bill is often where confusion and frustration arise; Stopee breaks down exactly what to expect and how to claim money owed to you.

What your final bill includes

Just Energy's final bill covers all electricity charges from your last meter read date up to the final read date, plus any adjustments. Here's what typically appears:

Claiming a refund if you are in credit

Warning: Just Energy does not automatically refund overpayments; you must request one in writing.

1. Check your final bill for a credit balance
   • Log into My Account or wait for the final bill letter
   • If the balance shows a credit (you have overpaid), you are entitled to a refund
2. Contact customer care and request a refund
   • Email customer.care@justenergy.co.nz or call 0508 587 836
   • State: "I request a refund of the credit balance on my account [number], to be paid to [your bank account details]"
   • Provide your bank account number (account name, number, and 2-3 digit suffix for New Zealand)
3. Await refund processing
   • Just Energy processes refunds within 5-10 working days of your request
   • The refund appears in your nominated bank account as a credit
   • Stopee recommends checking your bank statement to confirm receipt within 2 weeks
4. Be aware of the refund fee
   • If you have requested a refund within the past 12 months, Just Energy applies a NZD 15 fee to this refund
   • This fee is deducted from your credit balance before the refund is sent
   • If you dispute this fee as unfair, escalate to Utilities Disputes

Disputing your final bill

If your final bill includes charges you believe are incorrect, you have the right to dispute them.

Common billing disputes include:

• Meter read is incorrect or inflated (compare it to your own reading if you took one)
• Join-on credit was clawed back but you were not told this would happen
• Rate applied does not match your plan agreement
• Charges included after your cancellation date
• Refund fee applied when it should not have been

To dispute: Email customer.care@justenergy.co.nz with your account number, the specific charges in question, your reason for disputing them, and any supporting evidence (e.g., your own meter reading, plan agreement, original terms). Just Energy must respond within 20 working days; if unresolved, escalate to Utilities Disputes.

Common mistakes that cost you money

Cancelling energy is straightforward, but small oversights can result in unexpected charges, missed refunds, or service gaps. Here's what Stopee has seen consumers get wrong-and how to avoid it.

Mistake 1: not taking a final meter reading yourself

If Just Energy's technician records a meter read that's higher than your actual usage, you'll pay for electricity you didn't consume. Always take your own reading on the day you cancel and provide it in writing.

Mistake 2: cancelling without arranging your new supplier first

Cancelling Just Energy and then shopping around leaves your meter unassigned for days or weeks, during which you may not have power or you may be assigned to a default retailer at poor rates. Always arrange your new supplier first, then cancel.

Mistake 3: forgetting about join-on credit clawback

If you signed up with Just Energy within the last 12 months and received a credit or discount, it will be deducted from your final bill on exit. Budget for this loss so you're not surprised.

Mistake 4: not requesting a refund in writing

If your final bill shows a credit, Just Energy does not automatically refund it. You must email or call to request a refund and provide your bank account details. Without a written request, the credit sits dormant.

Mistake 5: ignoring the refund fee

The NZD 15 refund fee applies if you've requested a refund in the past 12 months. If this fee was not disclosed when you signed up, you can dispute it as unfair under the Fair Trading Act and escalate to Utilities Disputes.

Mistake 6: not keeping records of your cancellation request

If you cancel by phone without writing down the reference number or staff member's name, and Just Energy later claims they never received your cancellation, you have no proof. Always get written confirmation of your cancellation date and reference number.

Pricing and plan details

Just Energy does not publish fixed rates on its public website; all pricing depends on your location, lines company, and meter configuration. This section explains how to find your rates and what to expect.

How just energy pricing works

Your electricity bill from Just Energy has two components: Just Energy's charges (supplier margin and wholesale cost) and the local lines company's charges (network fees). Your total bill is the sum of both.

Just Energy's rates vary by region because different lines companies set different network fees, and wholesale electricity costs fluctuate. To compare Just Energy to competitors, you need your exact address and usage history.

Where to find your rates

Log into My Account using your account number and password. Your plan name, rate per kilowatt-hour (kWh), fixed charges, and lines company all appear on your bill or in the account portal. If you've lost your password, call 0508 587 836 to reset it.

What happens after your cancellation is complete

Cancellation is not instant; it unfolds over 2-4 weeks. Understanding the timeline prevents you from assuming something has gone wrong when it hasn't.

Week 1: cancellation is confirmed

Just Energy acknowledges your cancellation within 1-2 working days and assigns a cancellation reference number. If they have not contacted you by day 3, call 0508 587 836 to confirm receipt of your request.

Weeks 2-3: meter is read and transferred

A meter technician visits your property (or you provide your own reading) to record the final meter reading on your cancellation date. Your new supplier's system receives the meter on that date, and Just Energy's supply ends. There should be no gap; your new retailer takes over electricity supply immediately.

Week 3-4: final bill arrives

Just Energy generates and sends your final bill (via mail or email) covering all usage up to the final meter read. You can view it in My Account. If you are in credit, request your refund now (in writing). If you owe money, pay promptly to avoid late fees and credit damage.

After week 4: account closure and follow-up

Your Just Energy account is formally closed once all billing is settled. You retain read-only access to My Account for 6-12 months so you can download invoices or check payment history. Your new retailer now owns your relationship with the meter and electricity supply.

Pro tip: Keep your final bill and refund evidence for at least 12 months in case you need to dispute any charges or claim a missing refund later.

Checklist for cancelling just energy

Use this checklist to ensure you don't miss a step and to track where you are in the cancellation timeline.

Contact information and mailing address

Just Energy's cancellation requests are handled via email and phone only; there is no separate cancellation mailing address. However, if you need to send postal correspondence (e.g., a formal dispute letter or statutory notice), use the address below.

Customer care contact

• Phone: 0508 587 836 (Monday to Friday, 8am-5pm NZST)
• Email: customer.care@justenergy.co.nz
• Online: Log into My Account at justenergy.co.nz

Postal address for formal correspondence

Just Energy Limited, PO Box 1078, Wellington 6140, New Zealand

Use this address for: Formal dispute letters, statutory notices under the Consumer Guarantees Act, or complaints escalation letters. Email or phone is faster for routine cancellations and refund requests.

Escalation: utilities disputes

If Just Energy does not resolve your complaint within 20 working days, or if you disagree with their decision, lodge a complaint with Utilities Disputes:

• Website: utilitiesdisputes.org.nz
• Phone: 0800 849 882
• Email: disputes@utilitiesdisputes.org.nz
• Cost: Free for consumers

Moving forward with confidence

Cancelling Just Energy is a straightforward process when you follow the right steps and know your consumer rights. The key is preparation: confirm your new supplier, take your own meter reading, submit your cancellation request in writing, and follow up on your final bill and refund.

Stopee has guided thousands of New Zealand consumers through energy cancellations, helping them avoid hidden fees, claim refunds they were owed, and transition smoothly to new retailers. If you encounter resistance from Just Energy-delayed refunds, disputed charges, or refusal to cancel-Stopee recommends escalating to Utilities Disputes, which has the authority to order Just Energy to correct errors and refund you.

Document everything, stay calm, and remember: you have rights, and Stopee is here to help you exercise them. Visit stopee.com to access templates for dispute letters, track your cancellation timeline, and find guides for switching to other energy retailers. Stopee makes cancellation simple.