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Complaints

If you have a complaint or problem, we want to fix it.

Find out how to make a complaint, along with independent services available to assist with complaints resolution for both our electricity and fibre networks.

Make a complaint

In the first instance, we want to help resolve your issue. Often a quick chat with us may be all that is required to resolve your concerns.

If you would like to make a complaint, please contact our Customer Care Team on 09 4301 965 or fill out our enquiry form with your details (selecting complaints as the enquiry option).

They'll take personal responsibility for ensuring your complaint is investigated promptly and resolved as quickly and fairly as possible.

We aim to resolve all complaints within 20 days.

If my complaint can't be resolved...

If your complaint isn't resolved by us to your satisfaction, you can ask Utilities Disputes Ltd to look into electricity related complaints, or contact the Telecommunication Dispute Resolution Scheme for fibre network related complaints.

Utilities Disputes Limited

If we can't reach an agreement on a complaint about our electricity network, you can contact Utilities Disputes Limited who are a free and independent complaints resolution service.

More info

Telecommunication Dispute Resolution Scheme

Northpower Fibre is a member of the Telecommunication Dispute Resolution Scheme, which helps customers resolve disputes about telecommmunication services.

More info
  • Get Connected
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24 hour electricity faults & outages

Kaipara & Whangarei, call: 0800 10 40 40

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Need to report an electricity outage?

If you’re in the Kaipara & Whangarei areas, please get in touch

Call 0800 10 40 40
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Need to report a fibre outage?

Please contact your retail service provider.

What can we help
you find?

  • Get Connected
    Get Connected
    • Electricity
    • Fibre
    • Alternative Energy
  • Electricity
    Electricity
    • Services
    • Safety around the network
    • Our Electricity Network
    • Disclosures
    • Electricity distribution pricing
    • Helpful advice
    • Electricity in New Zealand
    • Faults and outages
    • Your Energy
  • Fibre
    Fibre
    • About Us
    • Partners
    • Agreements and Disclosures
    • Faults and outages
    • Helpful Advice
    • Register Your Interest
  • Services
    Services
    • Distribution
    • Transmission
    • Fibre
    • Gas
    • Inspection Solutions
  • Articles
    Articles
    • Community
    • Fibre
    • Electricity
    • Solutions
    • Services
    • Company
    • Media
    • Sponsorships
  • Company
    Company
    • About Us
    • Safety
    • Suppliers to Northpower
    • Careers at Northpower
    • Publications and Disclosures
    • Legal Forms
    • COVID-19 Response
  • Contact Us
    Contact Us
    • Online Forms
    • General Enquiries
    • Faults & Outages
    • Locations
    • Complaints
    • Anonymous Whistle Blower