Complain about your utility provider
Make a complaint if you have a problem with your electricity, gas, water, phone, internet or an issue with access to shared property for broadband installations.
How to make a complaint
Many providers have their complaints process on their website. Use that or follow these next steps.
Complain to your utility provider
Talk to your utility provider if you’re having a problem with their service. If you cannot find your provider’s complaints process, use their ‘contact us’ information.
Your provider has to resolve your complaint.
If you’re still not happy
The UDL Toihau (Commissioner) can make a recommendation that is binding.
Other ways to make a complaint
If they fit your situation, consider using either the:
- Telecommunications Dispute Resolution (TDR) service — for internet and phone complaints
- Disputes Tribunal at the Ministry of Justice.
Use the TDR — a free service
Find out the steps TDR takes with a complaint and which phone and internet issues they can consider:
Make a complaint or get advice
If it looks like they can help with your situation, either:
Apply to the Disputes Tribunal — the cost depends on your claim
It might fit your situation to make a claim to the Disputes Tribunal at the Ministry of Justice. You can check by learning:
Make a claim with the Disputes Tribunal
If applying to the Disputes Tribunal fits your situation, follow their application process.
How much it costs to make a claim
The amount you pay depends on how much you’re claiming.