If we have not resolved your complaint within twenty working days, you have the option of contacting Utilities Disputes Limited.
The Utilities Disputes Limited office provides a free and independent complaint handling service for electricity and gas complaints about New Zealand electricity and gas companies that are members of the Scheme.
Utilities Disputes Limited is able to investigate most complaints of up to $50,000 about member companies (for example, complaints about access or use of land on which there is electricity equipment and complaints about staff or contractors on land). Utilities Disputes Limited cannot look into the amount a company charges, but can consider if appropriate information was provided and if changes were correctly applied.
Utilities Disputes Limited decisions are binding on Firstlight Network, as a member company, but not binding on the consumer.
If you are dissatisfied with the outcome of your complaint, or if we have not resolved it within twenty working days, you can contact the office of Utilities Disputes Limited.