If you’d like to lodge a complaint, or give us any feedback at all, please contact us in the following ways. It means you’ll connect to the right person straight away.
Electricity, piped gas and gas for vehicles
Phone: 0800 80 9000
Any time from 7am to 9pm Monday to Friday and 8am to 5pm on Saturdays.
Fax: 0800 508 101
Post: Customer Resolutions Team, Contact Energy Limited, PO Box 624, Wellington 6140.
Phone: 0800 762 542
Any time from 7:30am to 8pm Monday to Friday and 8:30am to 5pm on Saturdays.
Fax: 0800 42 0021
Post: Customer Care Manager, Contact Rockgas, PO Box 7195, Christchurch 8240.
We’ll work to set things right straight away and acknowledge your complaint within two business days of receiving it. If we can't resolve it straight away, we’ll let you know how we get on within seven business days. If it’s more complex, or involves other parties, we’ll investigate on your behalf. In some cases, we may refer you or your complaint to your network operator or meter owner – but we’ll let you know if we do that.
Contact Energy is a member of the Electricity and Gas Complaints Commissioner Scheme (EGCC).
The EGCC provides electricity, natural gas, bottled gas and piped LPG consumers with a free and independent complaint resolution process. Provided that the EGCC has the jurisdiction to consider your particular complaint, you can refer your problem with Contact to the EGCC if your complaint has reached "deadlock", that is if:
- We have taken longer to resolve your complaint than 20 business days and we have not notified you in writing that we have a good reason to extend the time for resolving your complaint and what that good reason is; or
- We have taken longer to resolve your complaint than 40 business days; or
- The EGCC is satisfied that:
◦ We have made it clear that we do not intend to do anything about the complaint
◦ You (as the complainant) would suffer unreasonable harm from waiting longer, or
◦ It would be otherwise unjust to wait any longer.
If you consider that your complaint has reached deadlock, you will have two months to refer the matter to the EGCC for investigation.
You can contact the EGCC by phone on 0800 22 33 40, fax on 0800 22 33 47, email on Info@egcomplaints.co.nz; or by post at Freepost 192682, PO Box 5875, Lambton Quay, Wellington 6145. Find out more about EGCC here.
If you are still not satisfied
Our commitment is to do our best to come to a solution that works for everyone. If for some reason you’re unsatisfied with the way your complaint has been dealt with, even after the intervention of the EGCC, then you can pursue the matter in another forum, for example the Disputes Tribunal or the court system.
We’re absolutely committed to our customers and to delivering your energy needs.