POWER BREAKDOWNS
how to lay a formal complaint

If power breaks are ‘driving you mad’ here is what YOU must do….

You MUST COMPLAIN TO THE COMPANY through whom you buy your power *[R1}-- directly, not via your neighbour, ratepayer group, etc -- it must be to the electricity company!

*[R1} The email addresses of your power company is on your power bill.

Each company is required to have a formal complaints procedure.

You should write to (keep a copy!!!), or call (which you cannot prove later that you did), the electricity company and tell them you would like 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 PROCESS.

You can also ask for a copy of Electricity Company complaints procedure (to further ensure they know it is a complaint!!!)

When you make a complaint, you must provide

Your customer or ICP number (on your bill)

The full name of the account holder (who must sign the letter!)

The address of the property

The name of the company or companies involved (if any)

A description of the problem - include how many times already rung /written about the topic!!!! ( even if you did not use the word COMPLAINT)

Get your neighbours to do the same. Only INDIVIDUALS and not groups together can complain.

To repeat :-

It is important to use the word "COMPLAINT" so that the company is in NO DOUBT that you are beginning the COMPLAINTS PROCESS.

Once the company has received your complaint, the company:

    Has 20 working days to investigate and try to resolve the matter with you
    Must acknowledge it has received your complaint
    Cannot charge you for looking into your complaint 

 Agrees not to take further action over any amounts in dispute, while it is working through the complaints process. 

If, after 20 working days you have not reached an acceptable solution - or you have not received an answer from the company -you may choose to take the complaint to the Electricity and Gas Complaints Commissioner.

 2. Going to the commissioner
You can complain to the commissioner by contacting her office by phone, letter or via e-mail

Include what you have sent to Electricity Company
It is useful if you can provide the commissioner with:
    Your customer or ICP number (check your bill for this information)
    The full name of the account holder (if you are not the account holder, you must be authorised by them to act as their agent)
    The address of the property
    The name of the company or companies involved
    A description of the problem

It is also helpful to send the commissioner copies of correspondence and other relevant documents, including copies of accounts, or receipts.

You should explain what you would like the company to do to resolve the problem. DON'T FORGET THIS!

You can contact the office of the commissioner to discuss the process at any stage.
The service of the officer of the commissioner is free to consumers.
Phone: 0800 22 33 40 Fax: 0800 22 33 47
info@egcomplaints.co.nz 
P O Box 6144 Wellington

-- Audrey Jones, Assistant Editor

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