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Reporting your Concerns

At Centralines, we are fully committed to providing you with a high level of service and reliable electricity supply. However, there may be a time when you are unhappy with our service or work we have carried out, or are undertaking, in your area.

If this is the case, we would like to hear from you. We will always try to resolve your complaint or concern quickly and to everyone's satisfaction.
 
Centralines' in-house complaints handling process is free for you to use, and the complaint or enquiry will be dealt with by a member of Centralines Team.      

Please contact Centralines if you have a problem or concern about our service, a question relating to electricity or Centralines' equipment on your land, or land related issue due to our work being undertaken on your land. However, if your enquiry relates to your electricity bill, you will need to contact your Retailer directly.

Of course we would also love to hear from you if you would like to pass on your thanks to a Centralines staff member for doing a great job, or if our activities have brightened up your day just a little.

 

Timeframes for resolution:

Centralines will acknowledge your complaint within two working days of receiving it.

We will advise you of the name and contact details of the Centralines staff member who will investigate your complaint or respond to your enquiry. This person will be responsible for investigating and resolving your complaint. 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 to see how the investigation process is proceeding.

We will endeavour to resolve your complaint or enquiry within seven working days of receiving it. If your complaint 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. 

 

Contact us:

Centralines Team
Phone: 06 858 7770
7:30am–4:30pm Monday–Friday 
Post: Centralines Ltd, PO Box 59, Waipukurau 4242
Physical address: 2 Peel Street, Waipukurau 4200
Email: Click here

 

 


Utilities Disputes Limited (Formerly known as Electricity and Gas Complaints Commissioner)

If we have not resolved your complaint within twenty working days, or forty working days where we have advised you of the reasons for a longer timeframe, then you have the option of contacting Utilities Disputes Limited. Utilities Disputes Limited is a free and independent body that will facilitate resolution between the electricity company and the consumer if the other means of resolution have failed. Centralines is committed to ensuring that we resolve your problem well within the timeframes of the Utilities Disputes scheme.

 

Utilities Disputes Limited 
Freepost 192682
PO Box 5875
Lambton Quay
Wellington 6145

Ph: 0800 22 33 40
Email: info@utilitiesdisputes.co.nz