All electricity and gas providers must be members of Utilities Disputes. They handle problems and issues you might be having with your electricity or gas provider (and water in parts of New Zealand).
While they are a disputes resolution service, you can ask them a question or talk to them about advice and support without making a complaint. They will talk you through your options and help with how to move through an issue.
What it costs:
Taking your query or complaint to Utilities Disputes is free.
How much you can claim:
Utilities Disputes deals with claims up to $50,000.
For claims more than this, take your claim to the District Court.
Utilities Disputes can help if your complaint is about:
- gas supply
- gas bottles over 15kg.
Utilities Disputes can’t make decisions about the price of electricity or gas, but they can investigate whether bills are accurate, and whether people are on the most appropriate plan.
They also look at customer service, and consider whether the communication and information provided was reasonable, eg was enough notice given?
Utilities Disputes works with you and your provider to reach a resolution. This usually involves a phone meeting with you both. In general, they will:
- Talk with you and the provider about what has happened.
- Investigate the issue.
- If the complaint isn't resolved, they can make a recommendation. This is binding on the provider, but you don't have to accept it.
Utilities Disputes(external link)
If you are unhappy with the decision, take your complaint to the Disputes Tribunal or District Court.
About the tribunal(external link) — Disputes Tribunal