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Jurisdiction
Can we handle your complaint?
The main types of complaints we cannot investigate:
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Non-member: The power company or lines company is not a member of the scheme
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Value > $20,000: Complaint about an issue of more than $20,000 (from 18 April 2005), however, in some cases the Commissioner can make decisions on amounts between $20,000 and $50,000 (see Terms of Reference ).
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Charges for services: We cannot review and comment on the amount of charges for services, but the Commissioner may consider whether appropriate information about charges has been made available to the Consumer and whether these charges have been correctly applied.
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When can you bring a complaint to us?
You have to take your complaint to the company before we can look at it, but we are happy to talk to you as you decide whether to make a complaint.
We can suggest what to do if you have a complaint about a company that is not a member of the scheme, or if the complaint is about something the scheme does not cover.
How do I know if the company is a member? What can I do if they are not?
You can check the member list here, or freephone 0800 22 33 40 and we will check for you.
If the company is not a member of the Scheme, and you are unable to resolve the complaint between you, you may be able to take your complaint to the Disputes Tribunal. You could also contact a Citizens Advice Bureau or community law centre for help. You will need to explain that the company is not a member of the Scheme, or you may be referred back to us.
Billing/power usage
My power bills are very expensive, what can I do?
There are a number of reasons for an unexpected or random high bill. Some of the reasons include:
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Billing error
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Faulty meter
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Back billing after a series of estimated reads (does the company have safe access to read the meter?)
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Faulty, damaged or aged appliances
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Faulty or leaking hot water cylinder - your local plumber can check out your hot water flow and water cylinder
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Installation of a new appliance
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Our high bill fact sheet suggests other things to check. If you believe your bill is wrong, contact your retailer to discuss it.
What is a prepaid meter and how can I get one?
A prepaid meter is a special meter that allows you to pay for your power in advance. Once you have used the power you paid for, you will need to buy more power units to continue supply.
If you want to change to a pre-pay meter, call your retailer.
I’m having trouble paying my bills
If you are having trouble paying your bills, you need to talk with the company to set up a payment plan. If the high bill indicates a billing or meter reading error, talk to your electricity or gas retailer in the first instance.
Price
What if I think the price is too high?
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.
If you are concerned about the amount companies charge you can take the matter up with:
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