Complaints and Disputes Resolution
At PowerNet, we are committed to providing you with a high standard of service and a reliable power supply. However, there may be an occasion when you are unhappy with our service. If this is the case, we will endeavor to resolve the matter to your satisfaction.
If you have a concern or problem with our service, we may be able to resolve your problem over the phone. You can call us on 03 211 1899 between 8.00am and 5.00pm Monday to Friday, or after hours contact our 24 hour System Control faults call centre on 0800 808 587.
If your concern or problem is more involved, you may wish to write and provide us with all the information. Our contact details are:
Customer Services Manager
P O Box 1642
Fax: 03 211 1880
Please note, if your inquiry relates to your electricity bill, you will need to contact your electricity retailer directly.
PowerNet is a member of the Utilities Disputes (formerly known as The Office of the Electricity and Gas Complaints Commissioner Scheme) and handles all complaints in accordance with our own free internal complaints process as well as the rules of Utilities Disputes.
Pe will acknowledge your complaint within two working days of receiving it and provide you with an update on progress after seven working days, if the matter has not been resolved. It may take longer to investigate some complex problems – if this is the case we will advise you.
A complaint is deemed to have reached “deadlock” and can be considered by the Utilities Disputes Commissioner if the complainant is dissatisfied with our decision on the complaint or any settlement offered, or
- the complainant is dissatisfied with our decision on the complaint or any settlement offered, or
- the complaint has taken longer than 20 working days after receipt for us to resolve and we have not notified the complainant in writing that we have good reason to extend the time for resolving the complaint and what that good reason is, or
- has taken longer than 40 working days to resolve, or
- we have made it clear that we do not intend to do anything about the complaint, or
- the complainant would suffer unreasonable harm from waiting any longer, or
- it would otherwise be unjust to wait any longer.
If any of the above apply, you have the option of contacting the Utilities Disputes Commissioner, who provides a free and independent service that will help to resolve the problem if all other means of resolution have failed. Note, you have two months to refer the matter to the Commissioner if your complaint reaches “deadlock”. PowerNet is committed to ensuring that your problem is resolved well within the timeframes of the Utilities Dispute Scheme.
P O Box 5875