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Resolution Process

Frankly, if something is wrong, let's fix it.

 If you have a complaint, dispute or problem, simply let us know so we can work with you to sort it. We’ll do our best to resolve any complaint that arises between you and us or our suppliers.

Our free internal complaints resolution service is explained below. This process doesn’t remove any rights you may have under the Consumer Guarantees Act 1993, or to make claims to a disputes tribunal, court or other third party including Utilities Disputes.

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Our resolution promise

We'll acknowledge receipt of your complaint in writing shortly after receiving your complaint. We'll also call you where possible during this process.

We'll aim to resolve your complaint within 20 working days. If we can't, we'll explaining in writing why we need more time to reach a resolution.

If your complaint is better handled by another party such as a network company, meter company or other retailer, we may refer your complaint to that company on your behalf. We'll notify you that we've referred your complaint and provide you with the appropriate name and contact details.

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What you can do next

 Utilities Disputes provides a free and independent dispute resolution service for electricity and gas. You may take your complaint to Utilities Disputes if: 

  • your complaint has taken longer than 20 working days to resolve and we haven’t written to you explaining why we need more time to reach a resolution; or
  • we’ve taken longer than 40 working days to resolve your complaint; or
  • you aren’t happy with the way we propose to resolve your complaint; or
  • if during our resolution process, the Commissioner of Utilities Disputes considers that you’d suffer unreasonable harm waiting any longer; or
  • if it would otherwise be unjust to wait any longer.
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For Residential 

0800 086 400

Monday to Friday 8am - 5pm

Live Chat from 8am

For Business

0800 365 007

Monday to Friday 8am - 5pm

Live Chat from 8am

Post

Frank Energy Resolutions

Private Bag 3131

Hamilton 3240

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Contacting Utilities Disputes

 Web: utilitiesdisputes.co.nz

Phone: 0800 22 33 40 or (04) 914 4630

Phone (International): +64 4 914 4630

Email: [email protected]

Mail: Freepost 192682, PO Box 5875, Wellington 6140


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