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We’re committed to providing you with a high level of service and a reliable electricity supply. However, we understand there may be a time when you are unhappy with our services or work we undertake.
We also know that our team work hard to go the extra mile for our customers, and there may be times when you would like to pass on your thanks to a Unison staff member.
In both cases, we want to hear from you - so please use the form to the right to let us know.
Compliments and thanks
If you wish to thank our team for a job well done, get in touch with us and tell us your story. We’ll do our best to find the team member and recognise them accordingly.
Complaints and concerns
We will always try to resolve your complaint or concern quickly and to everyone’s satisfaction.
Our in-house complaints-handling process is free for you to use, and a member of our Customer Care team will deal with your complaint or enquiry directly.
When to use our Complaints and Concerns process
You may use our complaints process at any time if you have:
- a question or concern relating to Unison Networks Limited, Unison Contracting Services Limited, or Unison Fibre Limited,
- a problem or concern about our service,
- a question relating to electricity or Unison-owned equipment on your land,
- a land-related issue resulting from work being undertaken by us on your land.
Please note if your enquiry relates to your electricity bill, you will need to contact your Energy Retailer directly.
Our Complaints and Concerns process:
We will acknowledge your complaint within two working days of receiving it, and advise you of the name and contact details our Customer Care Team member who will be responsible for investigating and resolving your complaint or concern, or respond to your enquiry.
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 for an update on the status of your complaint or concern.
We will endeavour to resolve your complaint or concern as quickly as possible, and if a lengthy investigation is required we will provide updates throughout the process.
If your complaint or concern 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.
If we have not resolved your complaint within twenty working days, you have the option of contacting Utilities Disputes Limited.
The Utilities Disputes Limited 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 Utilities Disputes Limited.
Utilities Disputes Limited is able to investigate most complaints of up to $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). Utilities Disputes Limited cannot look into the amount a company charges, but can consider if appropriate information was provided and if changes were correctly applied.
Utilities Disputes Limited decisions are binding on Unison, as a member company, but not binding on the consumer.
If you are dissatisfied with the outcome of your complaint, or if we have not resolved it within twenty working days, you can contact the office of Utilities Disputes Limited.Utilities Disputes Limited
PO Box 5875
Phone: 0800 22 33 40
Email: [email protected]
Please remember to always refer your complaint or concerns to Unison in the first instance.
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 Utilities Disputes Commissioner.
Unison is a responsible electricity network operator. We have robust procedures and policies in place to ensure a safe, reliable and secure supply of electricity to our customers. Even with our best endeavours, unfortunately your electricity supply can be interrupted at any time without warning, whether it be weather related, a third party event, or through equipment failure. Because we cannot guarantee an un-interrupted 24/7 supply of electricity, we strongly advise our customers to ensure they have adequate insurance cover, and that they utilise compliant surge protection devices to protect their property. For more information please call Unison on 0800 286 476.