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When things go wrong

From time to time we may get something wrong; we'd like to talk to you about any concerns you might have, so please contact us so we can investigate a solution together.

At Energy Online it is our aim to resolve any complaints or problems that may arise between you, our customer, and us or our suppliers as quickly and effectively as possible. Details of our disputes resolution process below explain how we will deal with your concerns.

Here is what we will do for you: 

  • We will acknowledge receipt of your complaint within two working days of receiving your complaint. We will place this in writing to you.
  • After receiving your complaint or problem we will contact you within seven working days with a proposal for resolution. If the complaint requires further assessment we’ll let you know.
  • If your complaint is more appropriately dealt with by another party such as a network company or a meter company we may refer your complaint to that company on your behalf. We will notify you that we have referred your complaint on and provide you with the appropriate party’s name and contact details.

If you are not happy with how your complaint has been handled you can take your complaint to the Electricity and Gas Complaints Commission where:

  • We have not resolved your complaint within 20 working days and we have not written to you explaining why we need further time to resolve your complaint.
  • In any event we have not resolved your complaint within 40 working days of receiving it.
  • You are not happy with the way we propose to resolve your complaint.

To contact the Electricity and Gas Complaints Commission write to:

 

Electricity and Gas Complaints CommissionEGelecweb.jpg

PO Box 6144

Marion Square

Wellington

 

Phone 0800 223 340

e-mail: info@egcomplaints.co.nz

Website: www.egcomplaints.co.nz

 

Important: There is nothing in this process that removes any rights you may have under the Consumer Guarantees Act 1993, or to make claims to a disputes tribunal, court or other third party including the Electricity and Gas Complaints Commission.