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The terms of reference set out the jurisdiction, powers, obligations
and responsibilities of the Electricity and Gas Complaints
Commissioner.
The commissioner's principal powers and duties
are to:
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consider, at
no charge to the consumer, their complaint about the provision
of services, or about any other matter about which a complaint
may be made under this scheme |
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facilitate
the resolution of such complaints in accordance with the
terms of reference, the code of practice and the consumer
dispute resolution protocol. |
The commissioner can look into almost any
complaint about a member company, but does not have the power
to look into the amount companies charge for their services.
The complaint must have first gone through
the company's in-house complaints service and have reached
a "deadlock", or have taken the company longer than 20 working
days to find a solution to, or the consumer is not satisfied
with the proposed solution.
The commissioner may require all information
relevant to the complaint from both the company and the consumer.
The commissioner looks at what the consumer
and the company each is saying. She assists both parties in
identifying the facts and issues and in reaching a resolution.
If the parties cannot reach a resolution, the commissioner
can make a decision that is binding on the company. Provisions
regarding recommendations and awards are set out in the terms
of reference.
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