The Electricity and Gas Complaints Commissioner Scheme offers a free independent dispute resolution service for complaints about New Zealand electricity and gas companies that are members.

Please contact them to talk about any issues or concerns with an electricity or gas company. They can help you work out whether it is something you can make a complaint about, and explain the complaint process.

If you have problems with either your electricity or gas retailer or lines company you should first call or write to the company saying you want to make a “complaint”. It is important to use the word complaint so the company is in no doubt that you are beginning the complaints procedure.

Write/ Phone
Include: Your contact details and ICP / customer number (this will be on your bills) and the details of your complaint. You do not have to make a complaint in writing but if you are making the complaint by phone, you should make it clear that you are making a formal complaint.

If the company’s response does not satisfy you, you can complain to the Electricity and Gas Complaints Commissioner. The Commissioner can look into almost any complaint about a member company. Common issues include switching companies, billing and disconnections.

The Commissioner cannot look into the price companies charge. However, the Commissioner can check that a company has provided correct information about the company’s tariffs and applied them correctly.

Summary
· Free to customers
· Independent of the industry
· Binding on industry members
· Commissioner may look into a complaint and order compensation
All lines and retailers are supposed to be a member of this scheme.