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Wednesday 30 March 2005
Electricity and gas complaints
scheme doubles jurisdiction to $20,000
Electricity and Gas Complaints Commissioner
Judi Jones will have her jurisdiction for complaints increased
to $20,000 from 18 April 2005. The previous jurisdiction was
$10,000, or up to $25,000 with the member company's consent.
This means her office can investigate complaints
where the amount in dispute is up to $20,000, and the issue
occurred on or after 18 April 2005. With the consent of the
member company this jurisdiction can be extended to amounts
in dispute up to $50,000.
"With the $10,000 limit, complaints from
small or home businesses, farmers and the like were often
outside jurisdiction if they related to something like back
billing. All the elements of the complaint might fall within
my jurisdiction and the complaint might be typical of other
complaints the office receives, but because of the $10,000
limit, I have not been able to consider these complaints,"
Ms Jones says.
"We expect the number of investigations to
increase slightly, with the increase in jurisdiction."
Free, independent of the industry and binding
on its members, the complaints commissioner scheme was established
in 2001 to create a forum where consumers can access an independent
dispute resolution service for complaints about their electricity
lines or retail companies. On 1 April 2005 the scheme was
extended to cover complaints regarding reticulated natural
gas.
The commissioner can look into almost any
complaint about a member company, excluding the amount companies
charge for their services. However, the commissioner can check
that a company has applied its charges appropriately and given
proper notice of changes to those charges.
Her decisions are binding on the company
involved, but if the consumer doesn't accept a decision, they
can proceed to the disputes tribunal or go through the court
system.
The Electricity and Gas Complaints Commission
is funded by member companies, but remains independent of
the industry in its investigation processes and decision-making.
ENDS
For more information contact:
Josie Vidal
Publicity/Communications Officer
Electricity Complaints Commission
(04) 914 4526 0274 757 305
j.vidal@electricitycomplaints.co.nz
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