
What went wrong for Flick Electric?
When it launched in 2014, Flick Energy was something innovative in the New Zealand electricity market.
It claimed to be a tech-based company on a mission to "disrupt Aotearoa's outdated, self-serving industry". It offered customers something different - a way to purchase power directly from the wholesale electricity market.
But this week, it was revealed that Flick's now-owner Ampol-owned Z Energy, would transfer all Flick and Z Energy customer contracts, and the related hedge book, to Meridian, one of the country's big gentailers.
So what went wrong?
Things first started to wobble in 2017, when a period of high spot prices hit Flick's customers exposed to wholesale electricity spot prices.
While it previously said customers had saved an average of upwards of $500 a year on the spot price plan, customers were complaining on social media that they were paying $100 or more for power per week through the price spike.
In October 2018, spot prices hit another even higher peak.
Since the start of 2021, wholesale prices have been still more volatile.
Flick stopped taking new customers in 2021, saying it would not begin again until wholesale prices became more affordable. It did so, but did not offer its wholesale pricing offer, and then stopped again earlier this year.
Octopus Energy chief operating officer Margaret Cooney said that since Z bought Flick in 2018, the market had been plagued with problems.
"This includes refusals to supply and a margin squeeze whereby wholesale prices have been elevated above the cost of retail, this means mass market retail has been running at a loss - even for the big four gentailers.
"It looks like Flick has been sold for the long-term value of their hedge book.
"Flick's initial model was spot-based, it worked for a limited niche, so they evolved to offer a standard fix price offer as well.
"The initial offer was probably ahead of its time because Tibber and Amber are similar offers internationally and have been very successful.
"But at the end of the day you can be the most efficient and technically advanced retailer, but the wholesale market problems make growth impossible.
"I think the unfortunate thing is that the market is becoming increasingly concentrated on both the generation and retail side at just the time consumers really need the investment from independent generators and retailers to improve the dynamism and affordability of the market."
Cooney said prices would remain high unless there was action on the problems in the market.
Huia Burt, co-founder of Electric Kiwi, agreed that market conditions had been challenging in the past few years.
"We made the complaint to the Commerce Commission at the end of 2023 that we felt there were two key areas where competition was really being stifled in the market and one was around the refusal or constructive refusal to supply hedge contracts which is being looked at by the energy competition task force.
"There's this retail margin squeeze where effectively the gentailers are cross subsidising profits in general by really keeping a lid on their retail profits, and you could see through the last few years that their retail arms were either making no money or actually making large losses. And that was being subsidised through these huge profits and generation.
"So yeah, it's very, very difficult to operate as a retailer."
She said Flick's initial spot price offer was innovative when it was brought to the market.
"That's what we're arguing for about why independent retail is so important, because we are focused on thinking really innovatively about what problem does the customer have and how might we be able to solve it?
"So while spot prices might not be for all customers, certainly there may be a segment that that really works for, you know, people who have their own solar panels and batteries for example.
"That innovation that was brought to the sector by independent retailers like Flick and like Electric Kiwi … That is really, really important for driving our the future of the market in New Zealand."
She said that as independent retailers dropped out, it took the price pressure off the bigger players.
Electric Kiwi has closed to new customers. Another provider, Raw Energy, is understood to have left the market. Energyclubnz also closed and handed its customers to Contact.
"One thing we do know is that we saw last winter when a lot of the independents closed their doors for some time saying, it's just too risky, that the gentailers at exactly the same time withdrew their most competitive offers from the market, so the top of the market contracted and so that meant if you were moving house, if you were looking around for a new supplier, suddenly you were paying a lot more.
"Even if a gentailer was offering a good deal, it wasn't as good as it was before."
Paul Fuge, general manager at Powerswitch, said Flick had historically rated well in energy retailer surveys.
"It's disappointing to see it absorbed by a larger player, particularly given Flick customers are typically among the most satisfied.
"Unfortunately, it's consumers who will bear the brunt of reduced competition yet again."
Meridian chief customer officer Lisa Hannifin said there was still a "really great choice" of retailers in New Zealand.
"There's more retailers per capita in New Zealand than in both the Australian and UK markets."
Any customers still on the wholesale pricing plans will have four months before they move on to a Meridian plan.
"We know that some customers want to control when they use their energy. Meridian has been developing time-of-use products that can help reduce monthly bills, like the product Flick did have, and these will be available for Flick customers should they select them," Hannifin said.
"We have two great retail brands that offer a range of products that customers value, but we're still working through options on which brand customers will transition to.
"We think Flick customers will enjoy the products, service and value that Meridian offers.
"We've grown our customer base by over 27,000 customers this financial year, which shows that customers are choosing us to be their retailer."
rnz.co.nz

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Newsroom
5 days ago
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Crackdown on $15b supermarket giants' opaque pricing ‘doesn't go far enough'
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NZ Herald
5 days ago
- NZ Herald
Facial recognition in supermarkets - inside the privacy inquiry and when it's coming to a shop near you
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Foodstuffs NI says it faced 5124 retail crime incidents in the first three months of 2024. Nationally, the estimated loss through retail crime is said to be $2.8b. It's not just the shoplifting, though. Aggression and violence towards staff was also a major motivator. As the OPC said, there was an overlap between the two with intervention over shoplifting incidents often leading to aggressive or violent behaviour. Live facial recognition offers a number of benefits, advocates say. Deterrence is the first - those who know live facial recognition is operating are said to be less likely to offend if they know they will be detected and potentially banned from shopping there. And for those already on a watchlist, they know their images have been captured and face a high risk of being identified if they enter the store. Foodstuffs trialed live facial recognition across 25 stores in the North Island. Photo / File If that doesn't put someone off, live facial recognition refines the human element by speeding up detection. Rather than monitoring of CCTV cameras by store security workers operating off memory, it provides a match with such speed that - Foodstuff NI says - it gives staff an average of four minutes of extra time to decide how to respond. That could include making a plan to deal with someone known to be problematic which could include calling police for backup. How does facial recognition work? When someone entered one of the Foodstuffs NI supermarkets in the trial, a camera would capture their face from which a computer would create a mathematical model of the person. That would be done by measurements of the shape and position of facial features like your eyes, mouth or nose. The mathematical model is called a 'biometric template' and is compared against images of the person that had been previously captured. The result will be a 'comparison score' expressed as a percentage that measures the likelihood the image of the person captured entering the supermarket is the same person who images is held, for example, in the store's watchlist of people previously identified as a risk by store security. In the case of Foodstuffs NI, the percentage score initially used was 90%. OPC considered that was too low and responsible for matching the wrong images. It has recommended Foodstuffs NI increase the percentage to 92.5%. No further issues emerged after that change. What happens when it doesn't work? This is a developing technology that comes with flaws although those are decreasing as time passes. OPC's view was that the type of system is a critical choice for those seeking out facial recognition technology with wide variation in quality between products on the marketplace. Issues which have emerged across platforms are higher error rates matching women and similar issues matching people with darker skin, largely because lighter shades are used to capture the biometric markers. 'Those error rates are likely to be higher if the system has not been trained for a particular population,' says OPC. Users across the world have attempted to iron out these discrepancies by training systems on the specific population on which it is being used. And the OPC says there is 'no specific training data set for the New Zealand population'. Dr Karaitiana Taiuru spoke of concerns Māori would be used as guinea pigs for facial recognition companies. Photo / RNZ OPC said 'it is unclear that these improvements have affected error rates for Māori and Pacific peoples'. It also notes greater negative effects for 'populations that are already more subject to disadvantage, surveillance, profiling, or being labelled as 'persons of interest''. 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The OPC emphasised the need for humans to be involved despite the ability of the technology to scan hundreds of millions of people each year. 'The technology is only part of the picture.' Live facial recognition needed to be used alongside a security strategy - 'that is, whether and how staff respond if the system triggers an alert', says the OPC. And 'how' is a key question as the OPC points to the intent behind the technology to reduce harmful events - and that depends on how the human element responds. The OPC also offered a reminder: 'It is also still primarily the role of the police as a well trained and equipped organisation with specific statutory powers, to reduce and respond to harmful incidents in stores.' It offers other cautions. The live facial recognition will identify only those on the store's watchlist, and that the previous alleged behaviour of those on the watchlist may not adequately predict current or future behaviour. It warns that each separate store needs to make a decision on the worth it will get from such a system - they all need to decide whether this technology is 'right for their communities'. The Office of the Privacy Commissioner raised repeatedly in the facial recognition report that police are the responsible agency to deal with theft and other crimes. Also, the trial was limited to those who showed 'serious harmful behaviour'. Those who committed 'low-level shoplifting' were one example of those the OPC says should not be on the watchlist. But did it work? The OPC says yes, 'a live facial recognition system was an effective way to reduce serious repeat offending during the trial period' although warned the use of live facial recognition and increased contact with customers could create new opportunities for violence. Foodstuffs NI lead lawyer Julian Benefield pointed to a review of the trial which found 100 serious harm incidents had been prevented (half because trespassed people did not enter the store) and a 16% reduction in harm as a result. There was also a 54% increase in trespass being detected. That's not where it ends because the OPC did have concerns at the lack of data produced by the trial. It was told the number of captured images (including repeats) was 225,972,004 but it didn't know how many 'unique faces' had been scanned. It tried to square that number through checkout transactions but the end result was not enough to understand the extent of the privacy impact. The scanned images and data related alerts, interventions and mismatches were not broken down by skin tone which made it hard to evaluate any bias towards people of colour. The OPC also raised issue with the way the trial stores self-selected and the quality of the 'control' information from stores not using the technology. Those in the trial provided good data while the control stores 'became disengaged' which led to 'inconsistencies in reporting and comparatively very low incident counts'. 'This affected the overall data quality. In short, it was clear to us that the data need to be treated with a degree of caution.' Its own inquiry, along with Foodstuffs NI's independent review - hired at the urging of the OPC - got the OPC to a place where it was 'confident in our conclusions' that the technology was effective at reducing harmful behaviour, had privacy safeguards to protect people and that Foodstuffs NI was complying with the Privacy Act. What is expected of those using live facial recognition? The vibe of the OPC report was one of an expectation that any store using this technology will invest in a framework that will avoid, or at least minimise, the downsides of 'overcollection, scope creep, surveillance, misidentification and bias'. The framework the OPC recommends has humans at its centre. Every step of the way, humans are making key decisions and carrying out ongoing reviews. In the trial, the live facial recognition system was disconnected from Foodstuffs NI's usual reporting tool - presumably the Auror crime reporting network. Each live facial recognition system was specific to its location, rather than available across other stores. All access was logged automatically and subject to regular review. It also came with strong record keeping to keep track of how the system was working. Foodstuffs has been told use of live facial recognition technology requires constant monitoring. Particularly, the OPC says Foodstuffs NI needs to actively monitor the use of live facial recognition but also the environment it is used in. While initial results from the trial show success in reducing serious crime, 'there is no evidence about whether it will continue to be effective or justified in the longer term'. It also includes making sure the language associated with those on the watchlist is specific to reflect the 'serious' alleged offending that led to their inclusion. If triggered by a trespass order, they were urged to drill down into what led to the trespass as not all would qualify for inclusion in a facial recognition watchlist. Once you're on a watchlist, how do you get off? The OPC was strict on how a watchlist operated - as was Foodstuffs NI in its trial. The OPC found the watchlists to be 'of reasonable quality and carefully controlled'. There was a separate watchlist for each store, apparently so as not to shut an alleged offender out of all places locally that might sell food. The watchlist could only be added to by staff with specific training. As noted earlier, inclusion on the list was for serious matters - not 'low-level' shoplifting. The OPC defined serious as 'physical and verbal assault, violent and threatening behaviour and higher value theft'. To be added to the watchlist, it required two staff members to confirm that the required level had been met. When it came to keeping people's information stored, those who didn't register an alert were instantly deleted. Those who did would be kept for a maximum two years with three months for accomplices. The watchlist also had those who were not allowed to be added such as children or young people under 18, the elderly and those with 'known mental health conditions'. Will police use the same technology? Police have so far ruled out the use of live facial recognition. In a recent assessment - August 2024 - it said 'the overall risks currently outweigh the potential benefits in the policing context'. It offered the view that it couldn't proceed until there was better knowledge around the ethical, legal, privacy and security elements of its use. That's not to say police officers don't use facial recognition it because they do - but not as a live tool. Rather, it uses it to match images of unknown offenders on a range of databases to see if a match can be made. With the publication of the largely positive OPC inquiry, Minister of Police Mark Mitchel and Police Commissioner Richard Chambers were enthusiastic. The statements made by each were effusive about its use by retailers rather than reflecting on any police use. Mitchell talked up crime reduction figures touted by Foodstuffs NI while Chambers enthused about technology as 'one of the biggest opportunities we have as a country … when it comes to fighting crime'. Chambers comments focused on retailers and how best they might use facial recognition for 'deterring, detecting and resolving crime'. The OPC's reminders of the primacy of police in this space and the police's enthusiasm for retailers to adopt the technology is an interesting contrast. Will we see more of this across other stores? Almost certainly. Live facial recognition technology is highly likely to be commonplace across New Zealand retail spaces. That's definitely the aim of Sunny Kaushal, spokesman for the Ministerial Advisory Group for the Victims of Retail Crime. Justice Minister Paul Goldsmith, centre, with Associate Justice Minister Nicole McKee and Ministerial Advisory Group chair Sunny Kaushal. Photo / Ben Dickens The advisory group is working up a report for Minister of Justice Paul Goldsmith on the subject although Kaushal has made it clear where its thinking is at. 'Retail crime is a $2.8 billion dollar problem and is paid for by every retailer and customer in New Zealand. Retailers need access to every tool that can help them to keep themselves and their businesses safe - including facial recognition technology." 'Privacy is important, but we need rules that recognise the right of every New Zealander to be safe from violent crime at work.' Goldsmith was effusive about the Foodstuffs NI trial following the release of the OPC report, calling it great news for those subject to retail crime. 'I expect our Ministerial Advisory Group will continue to look at this technology as an option to be used more widely and engage with the sector on it. What comes next? The OPC is preparing to publish its guidance on biometric systems. That will include facial recognition but also consider other means by which people are identified and tracked, from eye scanning through to computer analysis and tracking of the way people walk. And Goldsmith is expecting to receive a report from the retail advisory group. As indicated above, the sector is bullish over a wider rollout of the technology. David Fisher is based in Northland and has worked as a journalist for more than 30 years, winning multiple journalism awards including being twice named Reporter of the Year and being selected as one of a small number of Wolfson Press Fellows to Wolfson College, Cambridge. He joined the Herald in 2004. Sign up to The Daily H, a free newsletter curated by our editors and delivered straight to your inbox every weekday.


Scoop
6 days ago
- Scoop
The Sale Of A Top-Rated Power Company Signals A Shrinking Market
Flick Electric has been named New Zealand's top-rated power company in Consumer NZ's latest energy retailer survey - but the win comes with an unexpected twist. Flick achieved a standout satisfaction score of 71% (very satisfied), earning a People's Choice award. Flick was recently sold to Meridian Energy – the parent company of Powershop, which failed to meet the People's Choice standard in 2025. In contrast to Flick, Powershop, a seven-time People's Choice winner since 2015, has seen a notable drop in satisfaction – from 67% in 2024 to just 60% this year, pushing it out of the top tier for the first time in years. 'Flick has consistently rated well in our surveys, so it's disappointing to see it absorbed by a larger player,' says Jessica Walker, Consumer NZ acting head of research and advocacy. 'Flick customers have been typically among the most satisfied. We don't know what the future holds for Flick customers, but there is a risk it will be consumers who will bear the brunt of reduced competition.' The poorest performers this year are Pulse Energy (41%), Contact Energy (44%) and Mercury (47%). Contact Energy and Mercury are two of the largest energy providers in the country and are known as 'gentailers', electricity companies that both generate and retail electricity directly to households. Meridian Energy was the third-best performing power provider in the survey results and notably the highest-ranking of this country's four gentailers. Frank also earns People's Choice, but sector-wide ambivalence is up Frank Energy joins Flick in receiving a People's Choice award, with 65% of its customers reporting high satisfaction. However, broader trends across the industry point to a decline in overall positivity and a rise in customer ambivalence. 'More people are rating their power providers as 'just OK' rather than great,' says Walker. 'It's a clear sign that satisfaction is softening, and the market isn't delivering the value or the service that New Zealanders expect.' Frank's parent company is also a gentailer, Genesis Energy, which falls into the middle-of-the-pack category. Key findings from the 2025 survey Value for money scores have dipped across much of the sector. Fewer problems were reported. Amongst those who did, there was a slight drop in satisfaction with the retailers' handling of issues. Confidence in the electricity market is low. 36% say it's working poorly for New Zealanders. Signs of hardship are rising. More missed payments, overdue fees, borrowing to pay bills and disconnections. Loyalty won't lower your bill - shop around Walker urged consumers not to stay loyal to underperforming providers. 'Power is the same no matter who you buy it from – but price and service vary widely,' she says. 'There's no reason to stick with an expensive or unhelpful provider.' Powerswitch, Consumer NZ's free and independent power comparison tool, helps people find better plans and providers. On average, people who check power options through Powerswitch can typically save around $500 a year. 'With satisfaction falling and pressure on household budgets rising, take action now,' Walker says. 'More than half a million New Zealand households in the past year alone have used the Powerswitch service. It's quick and easy to switch!' Note: Consumer NZ energy retailer survey data is from a nationally representative survey of 1,985 New Zealanders, aged 18 years and over, carried out in March and April 2025. Satisfaction rating shows the proportion of respondents who scored their retailer 8, 9 or 10 on a scale from 0 (very dissatisfied) to 10 (very satisfied). Ratings are for retailers that had 30 or more responses in our survey. View the results here.