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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 or Unison Contracting Services 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:
Acknowledge
Acknowledge we've received the customers' complaint and are investigating it. Acknowledgement letter will come within 2 working days.
Investigate
Investigate merits and causes of the complaint thoroughly. Notify of extensions if complex, hard to resolve. Extension notification should occur within 7 or 20 working days.
Respond
Notify the complainant what are our findings are and suggested resolution. Response letter should happen anytime within 40 working days.
Refer to UDL
If unsettled, acknowledge deadlock and notify complainant they can refer the matter to UDL. UDL Referral should happen after 40 working days.
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 LimitedPO Box 5875
Lambton Quay
Wellington 6145
Phone: 0800 22 33 40
Email: [email protected]
Website: www.udl.co.nz
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 Utilities Disputes Commissioner.
Protect yourself
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.