We welcome and value your feedback. Compliments are sincerely appreciated and complaints give us the opportunity to continually assess and improve our service. If you'd like to let us know about the positive experience you had with us, please feel free to drop us a line. We like knowing we're moving in the right direction and delivering the service you expect from us.
All complaints are acknowledged and the details are recorded in a database.
The issues leading to the complaint are investigated by those skilled at understanding and resolving the problem. We may ask for further information from you during this process. Once the investigation is complete, we will discuss our findings with you.
If we're unable to resolve a complaint to your satisfaction, the Utilities Disputes Ltd 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 on us to settle the complaint.
Your complaint is important to you, and it is to us. We will contact you within two working days of receiving your complaint to discuss the concerns you have and how together we can find a resolution. This is a free service. In the first instance, any complaints should be sent to us at:
Alpine Energy Limited
PO Box 530
Ph: 0800 66 11 77
We are a member of the Utilities Disputes Ltd. If you feel we have mishandled your complaint you can contact the Utilities Disputes at:
Freephone 0800 22 33 40
Phone +64 4 914 4630
Utilities Disputes Ltd replaces the office of the Electricity and Gas Complaints Commissioner (EGCC). Utilities Disputes provides a free and independent complaint resolution service for consumers by using a wide range of dispute resolution techniques.
Please go to www.udl.co.nz for more information.