If you have a complaint or wish to provide us feedback on any aspect of our service, please contact
our internal complaints service in the first instance by one of the following ways:
Voicemail/callback request: +64 9 886 4797
Webchat: at energyclubnz.com (click on the 'Help' bubble in the corner of the page)
Facebook messenger: messenger.com/t/energyclubnz
We will acknowledge your complaint within two business days of receiving it. If we are unable
to resolve your complaint immediately, we will provide you a response within seven business
days. We may refer your complaint to the network company if it is more appropriate that they
manage your complaint. If we do this, we will inform you.
We are a member of the Energy Complaints Scheme operated by Utilities Disputes Limited and will
deal with any complaints you have in relation to the supply of electricity to your premises in
accordance with the requirements of the scheme.
You may refer your complaint to the free, independent resolution service provided by Utilities
Disputes Limited, if:
- we have not resolved your complaint within 20 business days and have not informed you of
the reasons why we require more time to reach a resolution;
- your complaint is unresolved after 40 business days; and or
- you are not satisfied with our proposed resolution.
Utilities Disputes Limited:
Phone: 0800 22 33 40
Post: PO Box 5875, Lambton Quay, Wellington 6145