Nelson Electricity is a member of the Utilities Disputes scheme and as such follows a standard process when a customer has formally notified the company of a concern involving a service that Nelson Electricity has provided. The company's complaint handling process also covers complaints in relation to any land issues including entry requirements, access and easements. This complaint process if also FREE.
The General Manager has ultimate responsibility for managing the company's complaint handling process.
When Nelson Electricity has received your complaint, we will provide acknowledgement to you within two days.
Nelson Electricity will then investigate and endeavour to resolve your complaint, where possible within seven working days, and advise in writing where appropriate. We may seek further information during this process.
If after 20 working days a resolution is not achieved or if we are unable to resolve a complaint to your satisfaction, Utilities Disputes provides a free and independent service which can review and further investigate the issues for you. They are able to make a ruling which is binding onus to settle the complaint.