Dispute Resolution

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 -Talk to us

We can sort out most problems over the phone, so please call us on 0800 100 202, write to us at Private Bag 4 Pukekohe 2340, 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 - Call

If you are not happy with the response, please call and ask to speak to the Customer Service team leader who will investigate the issue and get back to you within 2 working days.

Step three - formal complaint

If you feel things are still not resolved, then ask for your concerns to be treated as a formal complaint. Its fine to make your request by phone, email or letter and it is a free service. Your complaint will be acknowledged within 2 working days then fully investigated and evaluated by a member of our executive management team.

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 four - 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. 

You can contact Utilities Disputes (formally Electricity & Gas Complaints) on 0800 22 33 40 or info@utilitiesdisputes.co.nz or visit their website at www.utilitiesdisputes.co.nz.
 
 

If a dispute involves money

While a genuine dispute is being sorted out according to this procedure then:
  •  You do need to pay anything that is not in dispute
  •  No collection action will be taken.
  •  You will receive reminder notices 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.


Contacts

Customer service team

Ph: 0800 100 202 or 09 237 0300

Or use our online form

 

Utilities Disputes

Ph: 0800 22 33 40

Email: info@utilitiesdisputes.co.nz

Website: www.utilitiesdisputes.co.nz

 

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