Complaints procedure
Westpower is committed to providing an accessible and free process for the management and timely resolution of complaints.
UTILITIES DISPUTES - TAUTOHETOHE WHAIPAINGA
Purpose
This document sets out the procedures and timeframes associated with handling consumer complaints, consistent with the “Utilities Disputes Scheme”.
Point of Receipt
All consumer complaints are to be directed to Westpower’s registered office, 146 Tainui St, PO Box 375, Greymouth, ph: (03) 768 9300, fax (03) 768 2766.
Recording Information
All consumer complaints are to be recorded by a completed “Complaints Action” form.
Managing the Lines Company Complaint
The consumer complaint is acknowledged as arriving by information entered on to “Complaints Action” form (retained by Robyn Scott, Liaison Officer).
A copy of the complaint is forwarded to the relevant manager for investigation and reply.
Within two working days of receipt of the complaint, the consumer will be informed in writing acknowledging receipt. Acknowledging receipt of a complaint can also be over the phone if the complaint is oral and the complainant agrees (where appropriate, the Electricity Retailer will also be informed).
Within seven working days of receipt of the complaint, the consumer will be informed in writing of the action Westpower/ElectroNet Services intends to take.
Westpower/ElectroNet will inform the consumer in writing where the timeframe to produce an outcome is likely to extend past 20 working days.
Westpower/ElectroNet will provide an outcome within 40 working days.
Where the complaint is unable to be resolved, Westpower/ElectroNet will inform the consumer in writing of his/her right to take the complaint to the free and independent Utilities Disputes Scheme for determination in accordance with his/her jurisdiction under the General and Scheme Rules for the Energy Complaints Scheme and the Constitution of Utilities Disputes Limited.
Managing the Retailer Complaint
Where the complaint is identified as belonging to a retail company.
Within 1 working day Westpower/ElectroNet will forward the complaint on the consumer’s behalf to the retail company, which has agreed that it is the correct retail company.
Westpower/ElectroNet will provide the consumer, at the time, with the point of contact details of the correct retail company.
Monitoring
The Westpower/ElectroNet Complaints Procedure will be monitored by the Liaison Officer (Robyn Scott), and a practice of both resolved and outstanding complaints will be provided monthly to the Westpower/ElectroNet Management.
Independent Assessor
Appropriate consumer complaints will be passed to Westpower/ElectroNet Services Independent Assessor for investigation, and a written report provided (via Lance Ryan Brokers).
Energy Retailer Contacts
Rod Treadwell, Meridian Energy Ltd, PO Box 10840 Wellington
Steve Rawson, Mighty River Power Ltd, Private Bag 92008 Auckland
Resolution Officer, Trustpower Ltd, Private Bag 12023 Tauranga
Rod Crone, Contact Energy Ltd, PO Box 10742 Wellington
Brian Furness, Genesis Power Ltd, PO Box 17188 Greenlane Auckland
Utilities Disputes Scheme
Complaints Commissioner Criteria
Customers wanting to make a complaint to the Commissioner must first go through the power or lines company’s internal complaints process.
The Commissioner can only investigate complaints that occurred after 1 October 2001.
Contact Details
Utilities Disputes Limited
Freepost 192682
PO Box 5875
Lambton Quay
WELLINGTON 6140
Telephone 0800 223 340
Email: info@utilitiesdisputes.co.nz
Website: www.utilitiesdisputes.co.nz
(Where the commissioner requires any further information relating to a complaint this will be disclosed and provided within ten working days.)