Approval method for consumer complaints resolution schemes [Closing date: 2007/03/09 17:00:00 GMT+13]

Under the Electricity Act 1993 (Act) and Government Policy Statement on Electricity Governance October 2006 (GPS), the Commission is responsible for approving a consumer complaints system.  Everyone, whether or not they have a contract, is to have access to a complaints resolution system for resolving complaints about electricity distributors and retailers. Once a complaints system has been approved, membership of such a system is compulsory for all distributors (including Transpower) and retailers.

At this point in time the Commission has received three applications for approval of electricity consumer complaints resolution schemes. One draft application is from the Electricity and Gas Complaints Commission for its nationwide scheme and two are from retailers for regional-based schemes. 

Purpose of consultation

The Commission is seeking feedback on its proposed approach for evaluating electricity complaint resolution schemes.  

• Consultation document pdf [305 KB]
• Feedback form 1 doc [79KB]
• Feedback form 2 doc [74KB]

In doing so the Commission is seeking feedback in the following areas:

• Whether the Australian benchmarks are appropriate, and whether submitters have any comments on either the individual benchmarks, or the achievement criteria proposed.
• Whether the Commission should approve more than one scheme.
• Any comments on the proposed monitoring regime.

The Commission’s preference is to receive submissions in electronic form (Microsoft Word format).

Please send your submission to jenny.walton@electricitycommission.govt.nz

Closing date for submissions is 5 pm on 9 March 2007.

Jenny Walton
Electricity Commission
Level 7, ASB Tower
Hunter Street
PO Box 10041
Wellington

Telephone: (04) 460 8858
Fax: (04) 460 8879

The Commission will acknowledge receipt of all submissions electronically. Please contact Jenny Walton if you have not received an acknowledgement of your submission within two business days.

When the consultation period ends, all submissions will be summarised and published on the Commission’s website. Any actions arising as a result of submissions will also be published on the website.

The Commission is required to undertake its functions with a high degree of transparency. Accordingly, please be aware that any information provided to the Commission may be discussed with, or provided to, other parties UNLESS you specify that information is provided to the Commission as “Commercial in Confidence”, in which case you should specify the information that is confidential and the reasons. You should also be aware that the Commission is subject to the Official Information Act 1982.