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For immediate release
2 October, 2002
One-stop-shop
for electricity complaints
Free to consumers, independent of the industry
and binding on its members, the Electricity Complaints Commission
was well overdue, commissioner Judi Jones says.
Set up in August last year, the Electricity
Complaints Commission scheme is designed to create a one-stop-shop
where consumers can get independent help with complaints about
their electricity company. The scheme covers electricity lines
and retail companies that are members of the scheme.
"Electricity isn't a choice, it's an
essential service that allows people to participate in society,"
Ms Jones says. "And where there is retail competition,
you need some forum that can be trusted to be independent
of the power companies to assist in resolving disputes."
Ms Jones was appointed commissioner in January
this year and says demand was such, she hit the ground running.
"We've been busier than expected because,
with the opening up of the electricity market to competition,
a lot of mistakes were made that are still being sorted out."
The Electricity Complaints Commission is
based in Wellington but its 0800 numbers (Tel: 0800 22 33
40 and Fax: 0800 22 33 47) and website (www.electricitycomplaints.co.nz)
connect it with electricity users around New Zealand.
As the end of September, 2002, the commission
has received 1602 customer contacts - 546 queries and 1056
complaints. It had 96 files for investigation and has settled
and closed 29 investigation files. In September the commissioner
made a recommendation on one file.
The commissioner can look into almost any
complaint about a member company, excluding the amount companies
charge for their services. As the New Zealand electricity
market is not regulated, companies can make their own commercial
decisions about charges. However, the commissioner can check
that a company has applied its tariffs appropriately.
Complaints must first go through the member
companies' in house complaints processes. If a consumer is
unhappy with a company's decision, or it has taken longer
than 20 working days to resolve, he or she can complain to
the commissioner at no charge. The commissioner can handle
issues that have occurred since October 1, 2001 only.
Her decisions are binding on the company
involved, but if the consumer doesn't accept a decision, he
or she can proceed to the disputes tribunal or go through
the court system.
Decisions will be published in general terms
and industry statistics will be available on the commission's
website (www.electricitycomplaints.co.nz)
and industry newsletters.
Ms Jones says member companies genuinely
want to provide excellent customer service.
"The companies want to see a general
picture of what's happening with their customers and how they
rank against the competition."
She says member companies are keen to perform
to the industry's minimum standards, as set out in the scheme's
Code of Practice.
Retail and lines companies each pay 50 percent
of the scheme's costs. A company's levies and fees depend
on the number of ICPs (Individual Connection Points) it has.
Companies against which the commissioner makes an adverse
award pay an additional levy.
ENDS
For more information contact:
Josie Vidal
Communications/Publicity Officer,
Electricity Complaints Commission.
Tel: (04) 914-4526
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