Last updated: 08:53am, 13th May 2020
As an essential service, Northpower’s priority is to keep the power and fibre broadband running for our customers. To ensure the ongoing reliability of our networks and the safety of our staff and community, we’ll be maintaining Alert Level 3 protocols as the country moves to Alert Level 2. Find out more about what to expect during this time and how to contact us.
A free and independent complaints resolution service for electricity users.
Northpower aims to address and resolve any complaints you may have about our electricity services within 20 working days.
However if you've talked to us and we cannot agree on a resolution, you can ask the independent body Utilities Disputes Ltd to look into your complaint and assist with mediation.
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.
Our staff can help record your complaint and will forward it to our Feedback Co-ordinator. They will take personal responsibility for ensuring your complaint is investigated promptly and resolved as quickly and fairly as possible.
We aim to resolve all formal complaints within 20 days.
If your complaint isn't resolved by us to your satisfaction, you can ask Utilities Disputes - www.utilitiesdisputes.co.nz to look into it if one of these conditions is met:
Utilities Disputes provides a free dispute resolution service for customers who have a complaint about providers in the utilities sector. They are independent and do not act as an advocate for either party.
For further information about Utilities Disputes and how they can help resolve energy related complaints, please visit www.utilitiesdisputes.co.nz