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Complaints about our service
Background The Office of the Electricity and Gas Complaints Commissioner (EGCC) offers a dispute resolution service for complaints about electricity and gas companies that are members of the Scheme. We are committed to providing excellent service to those using the Scheme.
The Scheme document says the Scheme must be:
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Free to complainants |
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Accessible |
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Fair |
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Efficient |
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Effective |
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Accountable |
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Independent |
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Known in the community |
Sometimes we receive complaints about the service we provide. This document summarises how we respond to these complaints.
All complaints are reported to the Board, and a report on Scheme complaints is included in the Annual Report.
What you can complain about You can complain about the service you receive from us, for example, about the way we have handled a complaint, or about the conduct of staff.
The complaint procedure is not a judicial review or reconsideration of the decision made by the Commissioner. We cannot consider a complaint that is simply an expression of dissatisfaction with the Commissioner’s decision.
Timeframe
If you have a complaint about the service you received from us, you should raise it within three months of the event giving rise to your complaint about the Scheme.
Who to complain to
You can complain to any staff member. If you would prefer, you can address your complaint to the Commissioner or directly to the Chair of the EGCC Board:
| Freephone: |
0800 22 33 40 |
| E-mail: |
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| Freefax: |
0800 22 33 47 |
| Mail: |
Electricity and Gas Complaints Commissioner or Chair of the EGCC Board
Freepost 192682
PO Box 5875
Lambton Quay
Wellington 6145 |
Receiving your complaint
When we receive your complaint, it is reported to a senior staff member. They will either contact you within one working day to try and resolve the matter or refer your complaint directly to the Board.
Referral to the Board
Your complaint is referred to the Board if senior staff members are not able to resolve it, or if it involves serious or widespread issues. If this happens, the Chair of the Board will let you know within seven working days how it intends to investigate your complaint.
The Board’s investigation
The Board's investigation may include:
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Discussing the complaint with you |
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The Commissioner or a senior staff member not previously involved in the complaint reviewing the file and reporting to the Board |
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Setting up an independent panel (which may include a Board member) to look into the complaint and report to the Board |
The Board’s decision
The Board will let you know the outcome of the investigation. This will include telling if any action is to be taken, by whom and by when. Outcomes for previous complaints about the Scheme have included requiring the Commissioner to publish an information sheet to give complainants better information on a topic, reviewing the investigation, and an apology for delays in dealing with the complaint.
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