If something’s gone wrong, we want to fix it — fast.
Just let us know what’s happened, and we’ll work with you to make it right.
Our internal complaints process is free and designed to get things sorted quickly and fairly.
And don’t worry — using this process doesn’t affect your rights under the Consumer Guarantees Act 1993, or your ability to go to the Disputes Tribunal, a court, or Utilities Disputes.
Our commitment to you
We’re here to help you get the most from your energy, with clear communication and fair treatment.
You can read more in our Consumer Care Policy — it outlines how we look after you, in line with the Electricity Authority’s Customer Care Obligations.
If you’ve got any questions or feedback about our Customer Care Policy, email us at
📧 [email protected]
How we’ll handle your complaint
Here’s what happens when you get in touch:
We’ll acknowledge your complaint in writing soon after we receive it.
We’ll give you a call if we can — it’s often the quickest way to get things moving.
We’ll aim to resolve it within 20 working days.
If it’s going to take longer, we’ll explain why and let you know when you can expect an update.If another company’s better placed to help (like your network company, meter company or another retailer), we may refer your complaint to them on your behalf.
We’ll let you know if we do, and share their contact details.
If you’re not happy with the outcome
If you’re not satisfied with how we’ve handled your complaint — or if it’s taking too long — you can contact Utilities Disputes.
They’re an independent, free service that helps resolve electricity and gas complaints.
You can take your complaint to Utilities Disputes if:
It’s been more than 20 working days and we haven’t written to explain why we need more time
It’s been over 40 working days and your complaint still isn’t resolved
You’re unhappy with our proposed resolution
The Utilities Disputes Commissioner believes it would be unfair or cause unreasonable harm for you to wait any longer
👉 Visit Utilities Disputes to learn more.
Need a hand?
If you’re unsure who to contact or what to include in your complaint, our team’s happy to guide you through it.
💬 Chat with us online, or
📧 Email us at [email protected]
We’ll take it from there — and keep you updated every step of the way.