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Independent, free to consumers and binding on its members,
the Electricity and Gas Complaints Commissioner Scheme provides
a forum where consumers can access an independent dispute
resolution service for complaints about their electricity
or gas lines or retail companies.
The office is funded by member
companies, but remains independent of the industry in
its investigation processes and decision-making.
There is no charge to complainants for any
assistance provided and the commissioner's phone (0800 22
33 40) and fax numbers (0800 22 33 47) are free to callers.
There is also a freepost address (FreePost 192682, Electricity
and Gas Complaints Commission, PO Box 6144, Wellington).
The commissioner,
Judi Jones, can look into most complaints about member companies.
Common issues include billing, disconnections and switching
companies.
The commissioner cannot look into the amount
companies charge. Companies can make their own commercial
decisions about what to charge. However, the commissioner
can check that a company has provided accurate information
about its tariffs and applied them correctly.
The commissioner can handle issues that have
occurred since 1 October 2001 for electricity and since 1
April 2005 for gas.
As of 18 April 2005, the commissioner is
authorised to handle claims for amounts less than $20,000,
however her jurisdiction can be increased to $50,000 with
the agreement of the member company involved. For complaints
prior to 18 April 2005, the claim limit is $10,000 (which
can be increased to $25,000 with agreement from the member
company involved).
From 1 October 2006 the commissioner can
investigate disputes between owners and occupiers of land
and electricity lines companies (including Transpower), and
gas distribution companies.
Electricity and gas companies that join the
scheme agree to uphold minimum standards for fair and reasonable
dealings with land owners and occupiers as set out in the
Land Code. Transpower is bound by the Land Code only.
The commissioner can look into complaints
arising from the activities of electricity and gas companies
that relate to dealings between them and land owners and occupiers.
These may include actions of lines and distribution companies’
staff and contractors while on the land and access to and
use of the land occupied by lines and distribution equipment.
There are a number of areas that the commissioner
cannot look into. These exclusions are set out in the Land
Code.
Her decisions are binding on the company
involved, but if the consumer doesn't accept a decision, they
can lodge a claim with
the Disputes Tribunal or go through the
court system or if the company is a State Owned Enterprise
(SOE), the consumer can make a complaint to the Office
of the Ombudsmen.
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