For any problems, simply let us know and we’ll do our very best to solve it and make sure you’re happy.

If you have a question or complaint please call our Customer Service Team

Phone:           0800 SWITCH (0800 794 824)
9.00am – 5.00pm Monday to Friday

Mail:               Switch Utilities ltd – Formal Complaints,
                       PO Box 33 1740,
                       Takapuna, Auckland 0622

Email:             info@switchutilities.co.nz

Usually a call to our Customer Service Team is all that is needed to answer any question or resolve any complaint. If we cannot resolve your complaint over the phone in the first instance we will acknowledge your complaint within 2 working days after we receive it. If we can’t resolve your complaint or query straight away, we will respond to you within 7 working days of receipt. Our process to help resolve any question or complaint is free to you.

In some instances we may ask you to put your complaint in writing to help us resolve your issue. If you are not satisfied with our response, SWITCH UTILITIES LTD will try to resolve your query or complaint within a further 12 working days.

If your complaint cannot be resolved within 20 working days of original receipt, and SWITCH UTILITIES LTD has not written to you that it has good reason to extend the time  to resolve your complaint, you have the option to refer your complaint to the free and independent Electricity and Gas Complaints Commissioner Scheme. More information about the scheme is below.

If your complaint or query involves your network owner and is more appropriately dealt with by them than us, we will advise you and provide you with their contact details.

SWITCH UTILITIES LTD is a member of the free and independent Electricity and Gas Complaints Commissioner Scheme and the Scheme will deal with any complaints you have in relation to your energy supply in accordance with the requirements of the Scheme. If:

  • You are not happy how we propose to resolve your complaint or query; or
  • We have not resolved your issue within 20 working days after receiving your complaint you may refer your complaint to the free and independent Electricity and Gas Complaints Commissioner Scheme to resolve by phone letter or email.
  • It is clear that SWITCH UTILITIES LTD is not going to do anything about it; or
  • Waiting any longer would cause you unreasonable harm; or
  • Waiting any longer would be unjust; or

Their details are:

Website: www.egcomplaints.co.nz
Freephone: 0800 22 33 40
Freefax: 0800 22 33 47
Freepost: 192682, P O Box 5875, Lambton Quay, Wellington 6145.

If you have questions about making a complaint, contact the Commissioner’s office.

Note: It is advisable that you keep all letters, bills, notes and photos relevant to your complaint, as SWITCH UTILITIES LTD or the Utilities Disputes may ask to see these.
You must continue to pay any undisputed amounts to the Company while the Commissioner of the Utilities Disputes is considering your compliant.