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The structure of the Scheme is set by the Scheme document.
The Scheme document must comply with the Achievement Standards, which are the requirements of the Minister for an approved scheme.
The complete Scheme document is found at the Scheme document page.
Two components are:
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The internal complaints process - each company must have a complaints process for those people who are not satisfied with some aspect of the company's service. Anyone with complaints must follow the individual company's complaints process before approaching the Electricity and Gas Complaints Commissioner. |
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The complaints commissioner - an independent, qualified person who will assist in the resolution of a complaint if it is not resolved with the company. The commissioner may make a decision ordering companies to pay money or take other steps to put the matter right, as is appropriate in the circumstances. |
All member companies participating in the scheme agree to be bound by the terms of reference (part B) and the commissioner's decisions, and to follow the code of conduct for complaint handling.
The member companies are represented by a Member Committee, which acts as the link between the Board and the industry. There are also two member company representatives on the Board.
The Board provides independent implementation and administation of the scheme. Board chair, Richard Janes, is completely independent. One Board member is elected by retailer scheme members, and one is elected by lines company scheme members. Two members are appointed by the Minister of Consumer Affairs to represent consumer interests. You can see the structure of the scheme and current members of the Board and Member Committee here.
The commissioner, Judi Jones, has established an office to handle complaints. The commissioner is independent, and decisions made are binding on member companies.
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