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Complaints scheme now covers reticulated LPG

Complaints scheme now covers reticulated LPG

From 1 December, people with unresolved complaints about reticulated LPG can use the Electricity and Gas Complaints Commissioner Scheme.

Until now, reticulated LPG customers have had not been able to use the free and independent Scheme.

Judi Jones is the Commissioner, a role she has held since the Scheme started in 2001 as a service only for complaints about electricity companies.

The Scheme expanded to include complaints about gas in 2005 and land complaints in 2006.

The expansion of the Scheme is supported by John Boscawen, Minister of Consumer Affairs.

“I support the Electricity and Gas Complaints Commission in its work. Extending the Scheme to include reticulated LPG will give more consumers access to its excellent dispute resolution services,” Mr Boscawen said.

Reticulated LPG is only available in the South Island

The Scheme can look at complaints up to $20,000, or up to $50,000 with the company’s agreement. It looks at complaints from small businesses as well as domestic users. The most common reasons for complaint are problems with billing, customer service, and meters.

Member companies fund the Scheme through levies. Membership has been compulsory for all electricity and gas retail and distribution companies since the Scheme was approved by the regulators on 1 April 2010. The Electricity Industry Act 2010 came into effect on 1 November 2010, and introduced a fine of up to $100,000 for non-membership.

The Electricity Industry Act 2010 provides for the Minister of Consumer Affairs to grant exemptions to companies where complaints are unlikely or are best handled in a different forum.

ENDS

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