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Electricity and gas complaints scheme helps set standard

Electricity and gas complaints scheme helps set standard for industry

The Office of the Electricity and Gas Complaints Commissioner (EGCC) took more than 2,000 complaints last year. Billing was an issue in 43% of complaints, with customer service, disconnection, and meters the next most common issues.

The results are in the 2013-14 Annual Report, presented at the Annual Meeting today.

“The EGCC’s strength depends on providing value to complainants and member companies, and by its reputation for independent complaint resolution,” Hon Heather Roy said.

Mrs Roy became Chair of the EGCC Board on 1 January 2014. “The EGCC helps set standards for complaints resolution in the industry,” Mrs Roy said.

The results for the year suggest more parties settled complaints between them, with the Commissioner making 17 recommendations compared with 34 the previous year.

“The EGCC uses a clearly defined process for complaint resolution, designed to encourage settlement between the parties at any stage,” Commissioner Judi Jones said.

Member companies voted for representatives on the EGCC Board at the Annual Meeting. Powerco will represent lines companies, and Contact Energy will represent retailers.

The EGCC’s independent service is free for complainants to use.

The year in numbers (last year’s results in brackets):
4,387 enquiries (4,312)
2,070 complaints (2,045)
43% of complaints about billing (46%)
74% of complainants told about the EGCC by members when they make a complaint (78%)
77% of complainants satisfied with EGCC process (68%)
25 notices of intended recommendation (60), 17 final recommendations (34), 7 binding decisions (5)

You can read the 2013-14 Annual Report and financial report, and watch short videos about the EGCC.


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