Electricity and Gas Complaints Commission

As from 1 April this year, gas consumers who use reticulated natural gas can take complaints about their supply to the office of the Electricity and Gas Complaints Commissioner. Running from the office is the Electricity and Gas Complaints Commissioner Scheme, a service for resolving disputes between consumers and their electricity companies and gas companies.

Electricity and gas companies that join the scheme agree to uphold minimum standards in all their dealings with customers. These standards are set out in the Codes of Practice. Copies of the codes (separate ones for electricity and gas) are available from the Commissioner's office or the website www.egcomplaints.co.nz.

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 amount a company charges. Companies make their own commercial decisions about what to charge. However, the Commissioner can check that a company has provided accurate information about its tariffs and applied them correctly.

How Do I Make A Complaint?

  • Find out whether the electricity or gas company is a member of the scheme. You can do this by contacting the company, the Commissioner's office, or looking on the Commission's website. Ask the company for details of its complaints process.
  • Call or write to the company saying you want to make a "complaint". It is important to use the word complaint so that the company is in no doubt that you are beginning the complaints procedure. The company has 20 working days to work with you to find a solution. It can extend the deadline to up to 40 working days if it explains to you, in writing, the reason(s) for doing so. If the matter is not resolved within the 20-40 working days or you reject the company's offer or explanation, you can take your complaint to the Commissioner.
  • Contact the office of the Commissioner and advise them that you want to take up your complaint with the Commissioner. Send (by post, fax or email) all the details of your complaint to the Commissioner. The Commissioner will look at what you and the company are saying and try to help you work out a fair solution. If you and the company still cannot agree, the Commissioner can make a decision that is binding on the company.

Contact Details:

Freepost 192682, Electricity and Gas Complaints Commission, PO Box 6144, Wellington, freephone, 0800 223340, freefax 0800 223347, email info@egcomplaints.co.nz

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