Concerns or complaints
As a MainPower customer you have the right to quality services, and a safe and reliable supply of electricity.
We do our very best to get things right and provide you with the service you expect from us. However, sometimes things go wrong – so when they do, we want to resolve the problem as quickly as possible.
Contact Us
If you have a query or concern with the goods or services we provide, or an interaction you had with us, you can access our free complaint resolution service.
We take your concerns seriously – we will endeavour to handle such matters promptly.
Please be respectful to our team when communicating with us. Our team members always try to be as proactive as possible in resolving your issue.
You can access this service in the following ways:
Phone: 0800 30 90 80
8am – 5pm, Monday to Friday
Email: feedback@mainpower.co.nz
Or in writing: MainPower, PO Box 346, Rangiora 7440
If we are unable to resolve your complaint to your satisfaction within 20 days, or an agreed extended period, and we have reached ‘deadlock’, you may wish to contact the free, independent resolution service offered by Utilities Disputes Ltd.
Utilities Disputes Limited (UDL)
Utilities Disputes (formerly The Office of the Electricity and Gas Complaints Commissioner, or EGCC) provides a free and independent dispute resolution service for electricity complaints. MainPower is a member of this scheme.
Resolution time frames
We may be able to take care of your enquiry when you first contact us. If that’s not the case then the following time frames will apply.
- We will acknowledge receipt of your complaint by email within two working days.
- We aim to investigate your complaint and provide a resolution we both agree to within a reasonable time frame but no more than 20 working days of the matter being raised with us.
- If the matter requires more than 20 working days to resolve, MainPower must obtain written permission (before the end of that period) – up to a maximum of 40 working days – and inform you of this in writing.
Visit www.utilitiesdisputes.co.nz or contact them directly at:
Utilities Disputes Ltd, Freepost 192682, PO Box 5875, Lambton Quay, Wellington 6145
Freephone: 0800 22 33 40
Freefax: 0800 22 33 47
Email: info@utilitiesdisputes.co.nz
We’re here to help
If you need some assistance or advice, please get in touch with our team.