To make a complaint

The Lines Company strives to provide you with a high level of service and a reliable electricity supply. 
 
However we understand that there may be times when you are not satisfied with an aspect of our service or work we have carried out in your area. 
 
Please let us know if this is the case. We will always try to resolve your complaint or any concern you may raise quickly and to everyone’s satisfaction. So please contact the Customer Services Team if you have a query about your bill or any problem or concern about the service we provide. The Lines Company complaint resolution process is offered free of charge to our customers.
 
If we receive a complaint or you raise any issue with us we will acknowledge it within two working days. We aim to resolve your complaint or inquiry within seven working days of receiving it. We may request further information from you as we work through resolving your complaint or inquiry. 
 
In the event that your complaint is not resolved in this timeframe we will provide you with an update and outline of progress and seek to resolve it within twenty working days. Should the matter take longer to resolve, we will inform you of the reasons and at all times keep you updated on progress. You are welcome to contact us at any stage throughout the process to provide additional information or to find out what the progress is.
 
 
To contact The Lines Company Customer  Team
Call Freephone: 0800 367 546
Email: complaints@thelines.co.nz
8:00am–5:00pm Monday–Friday 
 
If we cannot resolve your complaint, you can contact Utilities Disputes on 0800 22 33 40 or go to www.utilitiesdisputes.co.nz Utilities Disputes is a free and independent service for resolving complaints about utilities providers.
 
Of course we would also like to hear from you if you have any reason to acknowledge the work of our staff or the service we provide.
 

In case of emergency call our free emergency line

0800 367 328

Useful Tip

Put your next washing load on before you go to bed at night, making sure it’s a full load. You’ll save time by doing fewer loads and it will cost you less than it would during load control periods. A little forward planning will save you a lot of time and money!