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Complaints process

As a customer of Northpower you have the right to expect quality service and support at all times. If you have a complaint or problem including land issues, we want to know so that we can fix it. All our staff are committed to treating complaints seriously and reaching resolution as quickly and fairly as possible. Here are the ways you can go about letting us know:

Step 1: Talk to us at your nearest Northpower branch.

A quick chat with a staff member at your local Northpower branch is often all that is required to resolve your concern. If a solution cannot be found, our staff member will complete a feedback form to forward to our Feedback Coordinator who will take personal responsibility for ensuring your complaint is investigated promptly.

OR

Talk to us at the Northpower Whangarei Head Office.

Call our Whangarei Head Office on (09) 430 1803 between 7.30am - 5pm weekdays and ask to speak with our Feedback Coordinator. Our Feedback Coordinator will take personal responsibility for ensuring your complaint is investigated promptly.

Alternatively, use our feedback form. Our Feedback Coordinator will attend to the matter and act quickly to resolve your complaint.

Step 2: Contact Complaint Resolution

If you have not received a formal reply or you feel your complaint has not been resolved to your satisfaction, you can:

• contact our Feedback Coordinator directly by phoning our Whangarei Head Office on (09) 430 1803
• you can write to our Feedback Coordinator, Private Bag 9018, Whangarei 0148, New Zealand
• visit our Whangarei Head Office at 28 Mt Pleasant Road, Raumanga, Whangarei 0110 and ask to speak with our Feedback Coordinator

Our Feedback Coordinator will listen to your complaint and ensure it is thoroughly investigated and resolved as quickly and fairly as possible. We endeavour to resolve all formal complaints within a period of 20 days.

Step 3: Electricity and Gas Complaints Commission (EGCC) Scheme

We sincerely hope that your complaint has been resolved by this stage. If not, you can seek independent assistance from the Electricity and Gas Complaints Commission. Find out more about the EGCC Scheme, and the process for registering a complaint with the Electricity and Gas Complaints Commission. Northpower is a member of the EGCC Scheme including land complaints.

Please note: If a deadlock is reached, you must take your complaint to the EGCC within 2 months.

 

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