Complaints Policy

Our approach

At Reliance Utilities, we believe that if a customer wishes to file a complaint or express dissatisfaction, it should be easy for them to do so, and that complaints should be handled in a fair and timely manner. Learning from the complaints will also be applied to improve and provide better service to our customers.

As a member of the Utility Disputes scheme, we are obligated to meet the following requirements:

Promote the relevant scheme(s) on invoices and customer information; andhave a documented complaints process; andprovide information about the process to customers; andrecognize and refer complaints made in error; andprovide Utilities Disputes’ contact details to complainants; andinform complainants of their right to escalate the complaint to Utilities Disputes if unsatisfied.

This policy is applicable to all staff members at Reliance Utilities.

A complaint is an expression of dissatisfaction about the services provided by Reliance Utilities or Power Brokers. It is important to note that the customer may not always use the word “complaint” when making a complaint. In these situations, we will actively regard this as a complaint and follow our complaints process.

It is also important to acknowledge that, due to the nature of the business, customers may contact us regularly with enquiries about their power bill charges. In these situations, Reliance Utilities will initially follow our general enquiries process. Should the matter escalate, and if the customer is dissatisfied with our explanation, then we will classify the matter as a Complaint, and the process below will be followed.

To make a complaint, you can contact us through any of the following:

• By phone: 0800 847 857
• By email: info@relianceutilities.co.nz
• By mail: PO Box 9055, Newmarket, Auckland 1149.

Lines Company services: If we think your complaint is related to lines services, we’ll refer your complaint to your lines company within two working days of receiving it, and tell you we have done this (as well as who will be the contact person at the lines company for resolving your complaint). The lines company will then be responsible for managing and resolving your complaint, but we will continue to monitor and facilitate the resolution of your complaint by the lines company.

Our services: If we think your complaint is related to our service, then we will send an acknowledgement email within two working days. We aim to resolve all complaints within 20 working days. If it takes us longer than 20 working days to resolve your problem, then we’ll contact you to let you know and to give you further options.

Read our General Terms and Conditions.

We’re a member of the Energy Complaints Scheme operated by Utilities Disputes Limited (UDL), which is a free and independent complaints resolution scheme. If, for some reason, you are dissatisfied with the resolution of your complaint, or we can’t resolve your complaint or problem within 20 working days, you can take your complaint to:

• 0800 22 33 40; or
• clicking here, where you will be directed to fill out a form. Someone from the UDL office will be in touch soon to talk about your complaint; or
• PO Box 5875, Wellington 6140, Freepost 192682.

For more information, please visit:

• www.utilitiesdisputes.co.nz
• or email info@utilitiesdisputes.co.nz.

You can also take your complaint to the courts or the Disputes Tribunal.

If your complaint is about our service and we resolve your complaint in your favour (or if the Commissioner of Utilities Disputes Ltd makes a binding decision in your favour), then we are responsible for providing a remedy to you.

Nothing in our complaints process takes away any rights you may have under legislation, or your right to make a claim to a court or disputes tribunal, or your right to complain to Utilities Disputes Ltd at any time.