Complaints Handling

Top Energy is committed to providing excellent service to Far North power consumers.  However, on occasion the service provided may fall short of individual consumer’s expectations.

Our complaints handling process is designed to ensure that any complaint received can be resolved amicably and to the satisfaction of both parties. We provide a free, in-house and simple complaints handling process.   Complaints may be received in writing, by email, telephone or may be delivered in person to any of our offices or depots, addressed to the PA of the Chief Executive. 

Top Energy is also a member of the Electricity and Gas Complaints Commissioner Scheme (EGCC), which is a free and independent service available to you. When a complaint relates to Network or line function services, we will follow the EGCC guidelines in our attempt to resolve any complaints.

How Top Energy handles formal complaints:

We will forward your complaint to our complaints handling department, which will confirm its receipt to you, within 2 working days. After its receipt, we will attempt to resolve your complaint within 7 working days and will contact you either by post, by e-mail, or by telephone during this process. In the event that your complaint requires further investigation, we will attempt to resolve it to your satisfaction within 20 working days of its receipt.  If your complaint relates to Network or line function services, we will make sure that you’ve been made aware of the EGCC and its availability to you.

THE OFFICE of the EGCC:
Should your complaint not be resolved within 20 working days, has not been extended by the EGCC Commissioner and your complaint cannot be resolved between us, Top Energy will remind you of your right to take your complaint to the EGCC within 2 MONTHS of the date of your complaint reaching deadlock.

You may ask the Commissioner to consider your complaint before 20 working days have elapsed when:

• Top Energy has made it clear that they do not intend to do anything about your complaint;
• You would suffer unreasonable harm from waiting any longer;
• It would otherwise be unjust for you to wait any longer for Top Energy to resolve your complaint.
If you wish to contact the EGCC, please free-phone or fax, write to the address below, or click on the internet link provided:

Electricity & Gas Complaints Commissioner
P O Box 5875
Lambton Quay
Wellington 6145

Ph: 0800 22 33 40
Fax: 0800 22 33 48
info@egcomplaints.co.nz



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