If your power company doesn't meet their obligations

Your power company must comply with the Consumer Care Obligations and their own consumer care policy. If you believe they’re not following the Consumer Care Obligations or their policies, here are the steps you can take.

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Talk to your power company

First, contact your power company to talk about the problem and see if they can fix it.

You'll find your power company's contact details on their website and on your electricity bill. If you aren't sure who your power company is, find out by searching on Your meter.

You can choose a support person or another contact person if needed. Remember to give your power company the person’s details and confirm they have your permission to act for you.

Talk to Utilities Disputes (UDL)

If you’re not happy with your power company’s answer, or you want to talk to someone else, you can contact UDL. UDL resolves complaints between consumers and their power or gas company. Its services are free, independent, and covers all power and gas companies in New Zealand | Aotearoa.

You can call them for free on 0800 22 33 40 or make a complaint online at www.udl.co.nz

Talk to us

If you believe your power company is not meeting its Consumer Care Obligations, you can raise a concern with us by completing our online form so that we can understand how to help you.

Or you can call us on 0800 62 62 44 to raise a concern. Our call centre is open 9am-5pm Monday-Friday

We encourage you to first contact your power company or UDL as they may be able to resolve your issue quickly.

Once you have raised a concern, we will make an assessment and determine if we need to investigate a potential breach of the Consumer Care Obligations.

Raise a concern with us

If you believe your power company is not complying with the Consumer Care Obligations or their own consumer care policy, raise a concern with us after contacting your power company.

What can my power company help me with?

Your power company can help you with your electricity supply, payment options, pricing plans, electricity use and lots more.

If you have a query or issue with your power or power company, contact your power company to explain, make a complaint, get advice or information.

You will find your power company's contact details on their website and on your electricity bill. If you aren't sure who your power company is, find out by searching on Your meter.

What can Utilities Disputes help me with?

Utilities Disputes provides free and independent dispute resolution services for electricity, gas, telecommunications and water. They also resolve disputes about access to shared property for fibre installations.

Contact Utilities Disputes if you would like support making or resolving a complaint with your power company.

What Utilities Disputes can do

  • Support you to make a complaint to your power company by
    • providing information to support your case
    • creating a simple summary of your complaint
    • supporting discussions between you and your power company.
  • Consider your complaint and help you resolve it
  • Help resolve complaints about the Consumer Care Obligations

How to contact Utilities Disputes

  • Urgent complaints should be made by phone to 0800 22 33 40
  • You can also make a complaint via the online complaint form or email info@utilitiesdisputes.co.nz
  • They are open Monday-Thursday 8am-6pm, Friday 8am-5pm and closed on Saturday and Sunday.

What can the Electricity Authority help me with?

If you think your power company has not met its Consumer Care Obligations, you can raise a concern with the Electricity Authority.

What the Electricity Authority can do

  • We monitor and enforce compliance with the Consumer Care Obligations
  • We monitor power companies’ compliance with industry rules and regulations to identify trends and patterns that may indicate systemic issues
  • We investigate serious issues and take enforcement action, if necessary, through the Rulings Panel

What the Electricity Authority can't do

  • We are not a dispute resolution service, and we cannot resolve a complaint with your power company on your behalf
  • We cannot investigate all cases, and the application processes can take some time
  • We cannot make power companies pay compensation to customers or pay penalties. This can only be ordered by the Rulings Panel

How to raise a concern with the Electricity Authority

  • Complete this online form or call 0800 62 62 44. Our call centre is open 9am-5pm Monday-Friday
  • Once you have raised a concern, we will make an assessment and determine if we need to investigate a potential breach of the Consumer Care Obligations.

What's the difference between these processes?

Making a complaint through Utilities Disputes and raising a concern with the Electricity Authority are two different processes that could result in different outcomes:

Can I follow both processes?

Yes. You can make a complaint through Utilities Disputes and raise a concern about the Consumer Care Obligations with us at any point.

We encourage you to contact your power company first, as they may be able to resolve your issue quickly. Utilities Disputes can support you with this process.