How do I make a complaint?

Where to go if you want to complain about your power company

There are rules to ensure that all power companies in New Zealand provide you with a fair service and that any fees they charge are reasonable. They must treat you with respect, support you when you’re struggling to afford your bills, and help keep your power on.

But you still might experience difficulties with your power company. This could be an issue you’re having with your power bills or a bad experience with customer service. This can be stressful, and there are ways you can solve these issues.

In most instances, you should get in touch with your power company’s customer support team to raise any issues or concerns. They must be clear and respectful when communicating with you, and they will be able to explain the options available to resolve your concerns.

Power companies must make it easy for you to contact their customer support team, and most power companies have 0800 numbers, emails or online chat channels you can access for free.

What if my power company hasn’t resolved my issues?

If you’re unable to resolve your issue with your power company, Utilities Disputes (also known as ‘UDL’) is an independent complaints authority that can help you.

UDL resolves complaints about electricity, gas, water, telecommunications, and broadband. They can work with you and your power company to resolve disputes and reach a fair outcome for your complaint.

UDL is not owned or run by power companies and they provide a free, independent service.

They often start by talking to you on the phone about your complaint so they can better understand the issue you’re experiencing. They may ask you to send them more information such as bills, receipts, letters, or emails. They may also ask to visit your home if your complaint is about something like a connection issue. Your power company may also have to provide UDL with information they ask for.

UDL will then assess your complaint and recommend a solution. If you’re happy with the solution they recommend, your power company must carry it out.

You can lodge a complaint with UDL by filling in an online form on their website or calling them for free on 0800 22 33 40.

Is making a complaint worth it? Will it make any difference?

Making a complaint can seem like a big deal and you might feel like it makes a challenging situation even more stressful.

Raising this with your power company or making a complaint with UDL means this will be looked into by an independent organisation.

If your power company has made a clear mistake such as charging you the wrong amount, raising this with your power company will ensure it is brought to their attention so they can fix it.

When raising an issue or making a complaint, it always helps to provide as much detail as you can. This includes knowing the date and time you experienced an issue; having supporting information ready such as billing invoices or letters; and explaining exactly what was said or done by your power company.

Visit the UDL website.