When Things go Wrong

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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.

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When Things go Wrong

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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.
You are not happy with the way we propose to resolve your complaint.

The Electricity and Gas Complaints Commission provide a free, independent dispute resolution service. You may contact them in writing, by phone, fax, email, or via their website:

Electricity and Gas Complaints Commission

Freepost 192682

PO Box 5875

Lambton Quay

Wellington 6145

Phone: 0800 22 33 40

Freefax: 0800 22 33 47

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.

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