MainPower is required to make a number of disclosures pursuant to the Electricity Distribution (Information Disclosure) Requirements 2008 and to capture our complaints process.
The Electricity Authority is an independent Crown entity responsible for the efficient operation of the New Zealand electricity market. The Electricity Authority replaced the Electricity Commission on 1 November 2010, as one of a number of changes made under the Electricity Industry Act 2010.
The objective of the Authority is to promote competition in, reliable supply by, and the efficient operation of, the electricity industry for the long-term benefit of consumers. Learn more about the role of the Electricity Authority.
Part 4A of the Commerce Act 1986 establishes a regulatory regime for large electricity lines businesses. The regime requires lines businesses to disclose certain information concerning the business including financial performance, efficiency performance measures and reliability performance measures.
Electricity and Gas Complaints
MainPower’s key focus is to provide a safe and reliable system of electricity distribution to customers in the North Canterbury region. Customer feedback is important to us to ensure we meet our customer’s needs and are able to provide an efficient and effective service.
Please contact MainPower if you have an electricity network related problem or are concerned about our company’s service, or have issues relating to our access to the MainPower network equipment on your land. If your complaint is about a power account, please contact your electricity retailer.
MainPower has developed a process by which to deal with your issue in a timely and efficient manner. We will acknowledge your complaint within two working days of receiving it and will appoint a staff member to investigate and resolve your issue. We will provide you an update on our investigations into your complaint within seven working days of receiving it, and if it is not resolved in that period, we will explain why and seek to resolve it within 20 working days. This process is free to customers of MainPower.
To make a complaint to MainPower please call the dedicated number 0800 TellMP (0800 835 567), email us at email@example.com or call in and see us between 8:00 a.m. to 5:00 p.m. Monday to Friday.
If we are unable to resolve your concern to your satisfaction you can make a complaint under the Energy Complaints Scheme. The Energy Complaints Scheme is managed by Utilities Disputes Ltd and the contact details are PO Box 5875 Lambton Quay, Wellington 6145 or phone 0800 22 33 40 or email firstname.lastname@example.org. To learn more visit www.utilitiesdisputes.co.nz.