I want to make a complaint

Consumer complaints process

You have a complaint about your power company

I’m unhappy with the service my power company provides

I think my power company has breached the Electricity Industry Participation Code 2010

Make the complaint directly to your power company.

Make sure you use the word ‘complaint’ when you call or send an email.

The power company generally has 20 working days to resolve the complaint.

Make the complaint directly to your power company.

When you call them or send an email, specify that you think they have breached the Code.

They must promptly, thoroughly, and fairly investigate your complaint and take appropriate action.

✓	Your complaint was resolved No further action is required from you.

✓	Your complaint was resolved The power company must inform both you and the Authority of the outcome. No further action is required from you.

✗	Your complaint was not resolved You can contact Utilities Disputes Ltd, a free and independent dispute resolution service. Freephone: 0800 22 33 40 Email: info@utilitiesdisputes.co.nz Utilities Disputes

✗	Your complaint was not resolved The power company must inform both you and the Authority of the outcome.

You can also notify the Authority that you think your power company has breached the Code, in which case we will assess the alleged breach and decide on the next steps.

How to allege a breach

Code breach process