If you are in dispute with Counties Power Ltd involving our part in the supply of electricity to you, access to your land, or charges for our services please talk to us first. If we cannot resolve things together we will be happy to refer you to a free independent service to help resolve the complaint.
Step One -contact us
We can sort out most problems over the phone, so please call us on 0800 100 202. Alternatively you can fill in our online form here, write to us at Private Bag 4 Pukekohe 23, or email the customer service team. If we cannot sort out the problem straight away then we will acknowledge your complaint within 2 working days.
step two - formal COMPLAINT
If your complaint requires further investigation, our customer service team will lodge a formal complaint for you and aim to resolve all complaints within 10 working days. At times the process of investigating a formal complaint may take up to 20 working days. If the matter is urgent, let us know so we can try to resolve it with you sooner.
Step three- independent help
If together, we have been unable to resolve your complaint, we encourage you to contact Utilities Disputes. Utilities Disputes is a free and independent service for resolving complaints about electricity, gas, water, and broadband shared property access.
If a dispute involves money
- You must pay any outstatnding amount that is not in dispute
- No collection action will be taken during the investigation
- You will continue to receive reminder notices during the complaint review to remind us all that the matter is not yet resolved.
After the dispute is sorted out, if we owe you money then we will credit your bank account within 10 working days. If you owe us money, it will need to be paid within 10 working days unless we agree to some other length of time for the payment.
Customer service team
Ph: 0800 100 202 or 09 237 0300
Or use our online form
Ph: 0800 22 33 40