Complaints and disputes
We want to provide the best possible customer service. That means listening to, and understanding, your needs.
Making a complaint
If you’re unhappy with any aspect of our service and have a complaint, please contact us first so we can resolve things as quickly as possible.
HOW TO MAKE A COMPLAINT
Select one of the following options:
- COMPLETE THE ONLINE FORM
- Call our Customer team on 0800 367 546
- Write to us at Resolutions Team, The Lines Company, PO Box 281, Te Kūiti
RESOLUTION PROCESS
We’ll do our best to resolve any complaint as smoothly and quickly as possible. If we receive a complaint we’ll acknowledge it within two working days. And our aim is to resolve complaints within 20 working days of receiving them.
UTILITIES DISPUTES
If you have an outstanding issue that we’ve been unable to resolve or you believe we have not handled it in the best possible way, you can contact Utilities Disputes. Utilities Disputes is a free and independent service for resolving complaints about utilities providers.
For more information visit their website or call 0800 22 33 40.
CLAIMS
If you have had damage to items due to an outage please complete the Claim Investigation form so we can review your claim.