Switchme Blog

Over 1200 electricity consumers have made complaints to their gas and power providers during the 2010-11 financial year.  The Electricity and Gas Complaints Commissioner Scheme has reported that this is an increase of 85 percent on the previous year.

The Electricity and Gas Complaints Commissioner Scheme provides a binding recommendation and support to companies which have not been able to resolve customer complaints themselves.

Commissioner Judi Jones said the increase in the number of electricity retailer complaints reported was a result of increased awareness of the scheme’s existence. Enquiries to the complaints scheme increased by 177 per cent, in 2010-11.

The authority became the approved scheme for the industry on 1 April 2010. This means that all electricity and gas companies are obliged to join, and they all have to provide information about the scheme to their customers,” Ms Jones said.

Ms Jones expected the Electricity Authority’s promotion encouraging people to switch power companies to get the best deal for electricity might lead to more enquiries to the office as people are starting to pay attention to their energy bills.

Online energy retailer comparison service Switchme, is in the process of expanding the site and its switching services. These new developments will incorporate the option to add customer feedback and comments on each individual power company.

The Electricity and Gas Complaints Commissioner Scheme facts for 2010-11:
• There have been 3258 enquiries;

• 1210 complaints have been made;

• 40 per cent of complaints were about enrgy billing;

• 19 per cent of the complaints were about the retailer’s customer service;

• More than 98 per cent of complaints were settled by agreement between the customer and the individual electricity retailer

If you’re finding the customer service of your retailer less than adequate, we suggest you look for another. Visit Switchme.co.nz or call us on 0800 179 482 to compare and switch over the phone.