Complaints procedure

We endeavour to provide all of our customers with a high level of service, however, should a problem occur and you are unhappy with Orion's service, we would like to hear from you. Complaints about any aspect of our dealings with you can be made through our Contact Centre or email us, 24 hours a day, seven days a week:

Phone +64 3 363 9898
Freephone 0800 363 9898
Fax +64 3 363 9857
Email complaintsmanagement@oriongroup.co.nz

or you can write to us:

Chief Executive Officer
Orion New Zealand Limited
PO Box 13896
Christchurch 8141
New Zealand

or call at our reception desk at 218 Manchester Street, Christchurch during normal office hours (8am - 5pm).

What happens when you make a complaint?

All complaints are acknowledged and the details are recorded in a database. The issues which have lead to the complaint are then investigated by those best able to understand and resolve the problem. We may seek further information from you during this process. Once the investigation is complete, we will discuss our findings with you.

If we are unable to resolve a complaint to your satisfaction, the Electricity and Gas Complaints Commission 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.



Freepost 19268
Wellington
Freephone 0800 22 33 40
Freefax 0800 22 33 47
www.egcomplaints.co.nz