If something is wrong, let's fix it.
At Energy Online we're ready to solve any problems or answer complaints you may have.
If you have a complaint, simply contact us by:
Phone: 0800 086 400 (Monday to Friday 8.00am – 6.00pm)
Fax: 09 539 4633
Mail: Energy Online Resolutions, Private Bag 3131, Hamilton 3240
How we'll handle your complaint
At Energy Online we will do our best to resolve any complaint that arises between you, and us or our suppliers as smoothly and as quickly as possible. Our free internal complaints resolution service is explained below.
Our resolution process
We will acknowledge receipt of your complaint by writing to you promptly after receiving your complaint. We will also make contact by phone where possible.
We will endeavour to resolve your complaint within 20 working days. If we can't, we will write to you explaining why we need more time to reach a resolution.
If your complaint is more appropriately dealt with by another party such as a network company, meter company or other retailer, 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 name and contact details.
The next option
We will do our best to resolve any issues directly with you.
Utilities Disputes provides a free and independent service for resolving complaints about utilities providers, including electricity and gas complaints. You may take your complaint to Utilities Disputes as a deadlocked complaint if;
- we have not resolved your complaint within 20 working days and have not written to you explaining why we need more time to reach a resolution; or
- we have taken longer than 40 working days to resolve your complaint; or
- you are not happy with our proposed resolution.
Your complaint may also be deadlocked;
- if during our resolution process the Commissioner of Utilities Disputes is satisfied that you would suffer unreasonable harm waiting any longer; or
- if it would otherwise be unjust to wait any longer.
Contact details for Utilities Disputes
If we cannot resolve your complaint, you can contact Utilities Disputes on 0800 22 33 40 or go to www.utilitiesdisputes.co.nz.
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 Utilities Disputes.