Domestic gas customers get better protection

Media release 18 May 2010

Domestic gas customers get better protection this winter

This winter gas customers are better protected with a now mandatory customer complaints channel and a new set of benchmark ‘value and principle’ based standards for customer contracts says Gas for New Zealand.

Last month, the Electricity and Gas Complaints Commission became the sole approved consumer complaint scheme. The scheme offers a free independent dispute resolution service for complaints about New Zealand electricity and gas companies.

This scheme is now complemented by the new retail contracts monitoring scheme. Residential gas retail contracts will be assessed against a set of established benchmarks that have been developed in consultation with the industry and are aligned with the Electricity Commission.

The Government’s regulatory body, the Gas Industry Company is starting work in June to assess existing contracts with a view to give feedback and highlight areas for improvement needed to meet the standards.

Energy and Resources Associate Minister Pansy Wong said in a press release this week that the Government has been working to protect the long-term interests of small gas consumers.

“This will see a new voluntary scheme for gas retailers to benchmark their contracts with consumers," said Mrs Wong. "I look forward to full gas retailer participation to ensure good practices are followed."

Gas for New Zealand spokesperson Stephen Parker said he is delighted with this principle and value based standard for contracts because people deserve a consistent standard that is targeted more directly to their needs.

“This winter we are encouraging New Zealanders to re-examine their heating choices and get warm and healthy. Having a better complaints process for customers along with contract standards will lead to householders feeling safer and more supported when they hook up to gas,” Stephen Parker said.

ENDS

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