Complaints and disputes resolution

Customer service is important to us at PowerNet. If for any reason we don’t meet your expectations we would like the opportunity to work through a solution with you, please call our office on 03 211 1899.

If you have a complaint about our service, we may be able to resolve this over the telephone. If your complaint is more involved, you may want to write to us to outline it in more detail. If we are unable to resolve your concern there is a free and independent resolution service available through Utilities Disputes Limited.

Here’s how to contact us:

Phone: Monday to Friday, 8am to 5pm – 03 211 1899
After hours, contact our 24 hour faults call centre – 0800 808 587

Mail: Complaints and Resolutions
PowerNet Ltd
PO Box 1642
INVERCARGILL 9840

Email: CustomerRelations@powernet.co.nz

Please note, if your inquiry relates to your electricity bill, you will need to contact your electricity retailer directly.

PowerNet is a member of New Zealand’s Electricity Complaints Scheme, and handles all complaints in accordance with our own internal complaints process, as well as the rules of the Electricity Complaints Scheme.

We will acknowledge your complaint within two working days of receiving it and endeavour to resolve it within 5 working days”. It may take longer to investigate a more complex complaint – if this is the case we will provide you within 7 working days  an estimate of the time it will take to complete such an investigation and the reason for requiring extra time.  We are committed to making every attempt to resolve your complaint well within the timeframes of the Electricity Complaints Scheme.

Utility Disputes Ltd

A complaint can be considered by Utility Disputes Ltd under the Electricity Complaints Scheme, if it is deemed to have reached a “deadlock”.

This is the case if:

• The complainant is dissatisfied with our decision on the complaint or any settlement offered, or
• The complaint has taken longer than 20 working days after receipt for us to resolve and we have not notified the complainant in writing that we have good reason to extend the time for resolving the complaint and what that good reason is, or
• It has taken longer than 40 working days to resolve, or
• We have made it clear that we do not intend to do anything about the complaint, or
• The complainant would suffer unreasonable harm from waiting any longer, or
• It would otherwise be unjust to wait any longer.

If any of the above apply to your situation, you have the option of contacting Utilities Disputes, which provides a free and independent service to help resolve the complaint if all other means of resolution have failed. Utilities Disputes may consider a complaint referred to them up to six years after the date when the situation first arose.

If you need to contact Utilities Disputes their details are:

Phone: 0800 22 33 40
Fax: 0800 22 33 47

Email: info@utilitiesdisputes.co.nz

Web: www.utilitiesdisputes.co.nz

Mail: Utilities Disputes Ltd
PO Box 5875
Lambton Quay
WELLINGTON 6140
Freepost 192682

To View our Customer engagement protocols and customer service measures click here