At Unison, we are fully committed to providing you with a high level of service and reliable electricity supply. However, there may be a time when you are unhappy with our service or work we have carried out, or are undertaking, in your area.
If this is the case, we would like to hear from you. We will always try to resolve your complaint or concern quickly and to everyone’s satisfaction.
Unison’s in-house complaints handling process is free for you to use, and the complaint or enquiry will be dealt with by a member of Unison’s Customer Care Team.
Please contact Unison if you have a problem or concern about our service, a question relating to electricity or Unison’s equipment on your land, or land related issue due to our work being undertaken on your land. Please also contact us if your question or enquiry relates to Unison Contracting Services Limited or Unison Fibre Limited. However, if your enquiry relates to your electricity bill, you will need to contact your Retailer directly.
Of course we would also love to hear from you if you would like to pass on your thanks to a Unison staff member for doing a great job, or if our activities have brightened up your day just a little.
Timeframes for resolution:
Unison will acknowledge your complaint within two working days of receiving it.
We will advise you of the name and contact details of the Unison staff member who will investigate your complaint or respond to your enquiry. This person will be responsible for investigating and resolving your complaint. We may seek further information from you as we work through resolving your complaint, and you may contact us at any time with further information, or to see how the investigation process is proceeding.
We will endeavour to resolve your complaint or enquiry within seven working days of receiving it. If your complaint is not resolved in this timeframe we will provide you with an update and seek to resolve it within twenty working days. Should the matter take longer to resolve, we will inform you of the reasons and at all times endeavour to keep you updated on progress.
Contact us:
Unison Customer Care Team Freephone: 0800 2 Unison (0800 286 476) 8:00am–5:00pm Monday–Friday Post: Unison Networks Ltd, Attention Customer Care Team, PO Box 555, Hastings, 4156 Physical address: 1101 Omahu Road, Hastings
To email your concerns or compliments, please complete the contact form below.
Electricity and Gas Complaints Commissioner
If we have not resolved your complaint within twenty working days, you have the option of contacting the Electricity and Gas Complaints Commissioner (“EGCC”).
The Electricity and Gas Complaints Commissioner's office provides a free and independent complaint handling service for electricity and gas complaints about New Zealand electricity and gas companies that are members of the Scheme. Unison is a member of the Electricity and Gas Complaints Commissioner Scheme.
The EGCC is able to investigate most complaints of less than $50,000 about member companies (for example, complaints about access or use of land on which there is electricity equipment and complaints about staff or contractors on land). The Commissioner cannot look into the amount a company charges, but can consider if appropriate information was provided and if changes were correctly applied.
The Commissioner’s decisions are binding on Unison, as a member company, but not binding on the consumer.
Please contact the office of the Electricity and Gas Complaints Commissioner, PO Box 5875, Lambton Quay, Wellington 6145, ph. 0800 22 33 40 or visit their website for more information, www.egcomplaints.co.nz, or email info@egcomplaints.co.nz if you are dissatisfied with the outcome of your complaint, or if we have not resolved it within twenty working days.
Please remember to always refer your complaint or concerns to Unison in the first instance.
Important:
Nothing in the process set out above removes any rights you may have under the Consumer Guarantees Act 1993, or to make a claim to the Disputes Tribunal, Court or other third party including the Office of the Electricity and Gas Complaints Commissioner.
1101 Omahu Road PO Box 555 Hastings P + 64 6 873 9300 F + 64 873 9311 FREE 0800 286 476
