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Reporting your Concerns
We are committed to providing you with a high standard of service and a reliable energy supply. However, there may be a time when you are unhappy with our service. In such cases, we will try to resolve the issue quickly to everyone's satisfaction.
Contact us if you have a problem or concern with our service, a query relating to electricity network equipment on your private land or a land-related issue due to electricity network work undertaken on your private land.
Please note there are some exceptions
You are billed for our network line services by your electricity retailer, so if your enquiry relates to invoicing or bill payment you will need to contact your electricity retailer directly.
Contact us
Our customer service representatives can usually take care of your enquiry over the phone but, if your complaint is of a detailed nature, it can be useful to present your complaint to us in writing.
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06 858 7770, 7:30 am – 4:30pm, Monday to Friday |
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Centralines equipment on your land
If you have a query or concern relating to any electricity distribution network equipment or work carried out on your land please contact:
- Nigel Hamilton - Field Services Coordinator (ph 06 858 7770)
- Trevor Hanson - Area Manager (ph 06 858 7773)
Electricity and Gas Complaints Commission
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 the Electricity and Gas Complaints Commission (EGCC). The Commission is an independent body that will facilitate resolution between the electricity company and the consumer if the other means of resolution have failed. Vector is committed to ensuring that we resolve your problem well within the timeframes of the EGCC scheme.
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Electricity and Gas Complaints Commission Ph: 0800 22 33 40 |
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Our proposed resolution timeframes
- Acknowledgment:
We will acknowledge receipt of your complaint within two working days of receiving it. We will advise you of the name and contact details of a Centralines representative who will be working towards a resolution with you. This person will be responsible for investigating and resolving your complaint. You are welcome to contact your representative at any time with any additional information that you think might help us resolve your complaint.
- Complaint resolution:
We will provide you with an update or work to resolve your complaint within seven working days of receiving your complaint. If your complaint is not resolved within this timeframe, we will inform you of the reason for the delay and work to a resolution within twenty working days. Some complex complaints may require even longer for investigation, in which case we will inform you of the reasons for the extended resolution timeframe.
