Electricity is important to your health and wellbeing to keep you connected with your community, family and friends. Our Residential Consumer Care Policy is aligned to the Electricity Authority and Gas Industry Company Consumer Care Guidelines, either by adopting their recommended action or by taking an alternative action which achieves the purpose and outcomes outlined in those Guidelines. Read our policy here.
What is a Consumer policy?
Among other things, it’s our promise to keep you safe and to help you manage your energy costs. It also includes other commitments to you such as:
Mutual respect and care during all interactions as part of our values/tikanga.
Working with you in a collaborative and constructive way to solve problems.
Helping you make decisions so that you have the opportunity to be on a pricing plan that best suits your needs.
We will work to understand your situation and are proactive in offering assistance.
Learning from our experiences to continually improve our support processes.
Communicating with you in a timely and clear way.
Working together to resolve payment difficulties as early as possible and, with your permission, linking you to support or social agencies to assist you.
Working with you to try to keep your electricity connected if you are having payment difficulties.
This policy has been approved by the Head of Customer Service at Contact at the time it was first published. If you have any questions or concerns about the policy, contact us here