Tautohetohe Whaipainga Sorted Over 8000 Energy Consumer Complaints In The Past Year

Scoop

5 days ago

Press Release – Utilities Disputes
The most common issue raised by consumers is concerns is about their bill (48%). Utilities Disputes has also seen an increase in the number of consumers who are reaching out when facing a potential disconnection (10%).
Over 20,000 Kiwis reached out to Utilities Disputes in the last year; and it sorted 8356 energy consumer complaints.
Utilities Disputes' latest annual report reveals a 36% increase in complaints and queries by Kiwi energy consumers over the past year.
'This increase is not necessarily a worrying sign for consumers', says Utilities Disputes Commissioner Neil Mallon. 'I think there are a number of considerations that are driving the increase in complaints. Economic conditions and price increases will have an impact, as more and more Kiwis are finding it difficult to pay for essential services like energy. I believe our efforts in raising awareness of Utilities Disputes is also a factor. It's vital kiwi consumers and providers have access to a fair and independent channel to help them resolve complaints in these times and the increase shows this is happening.'
The most common issue raised by consumers is concerns is about their bill (48%). Utilities Disputes has also seen an increase in the number of consumers who are reaching out when facing a potential disconnection (10%). 'We are being contacted more often by people facing disconnections and we treat these cases as a priority, as you would expect. In my experience, a lot of companies are working hard to support their customers through difficult financial times. Our role is to make sure both parties can work together but also be ready and available to step in if there is an issue we need to address,' said the Commissioner.
Utilities Disputes provides another key service, Complaint Summaries (2961), on behalf of consumers which is aimed at reducing the stress out of complaining – as Kiwis are often reluctant to make a complaint and unsure of how to go about it.
'Essentially, when Utilities Disputes is contacted, a member of staff experienced in sorting complaints will talk them through the process, capture their complaint and what they want the company to do to fix it. This complaint summary then goes to straight to the right team at the company so they can resolve it. The feedback we receive about complaint summaries is really positive; from both consumers and companies,' said Neil Mallon, Commissioner.
Background
Utilities Disputes is a free and independent dispute resolution service resolving consumer complaints about electricity, gas, water, and broadband installation on shared property. It has a simple and clear purpose – to sort complaints between utility providers and consumers through prevention, education and complaint resolution. Our mission is to be fast, fair and effective.
Key facts
– Utilities Disputes is a free service for consumers
– 21,020 kiwis contacted Utilities Disputes to access our services
– 36% increase in complaints and queries
– 8356 complaints (6997 in 2023-2024)
– 2961 complaint summaries produced and sent to providers on behalf of consumers a 20% increase from previous year
– Most common complaint billing at 48%
Utilities Disputes Commissioned Research
Martin Jenkins research into the 'squeezed middle' highlighted that 1.4M people only had just enough money to meet their everyday needs and were:
– more likely to experience problems with their electricity company than other utilities
– typically had household incomes between $60,000 to $80,000
– 50% in full time employment
– up to $2.9M in savings by avoiding additional negotiation