Our complaints process

We endeavour to provide all 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:

• Phone +64 3 363 9898
• Freephone 0800 363 9898
• Email customerresolutions@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 during normal office hours (week days, 8am - 5pm).

565 Wairakei Road
Christchurch 8053

Processing your complaint is free of charge.

What happens when you make a complaint?

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 are unable to resolve a complaint to your satisfaction, 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.

Freepost 192682
PO Box 5875
Wellington
Phone: 0800 22 33 40
Email: communications@udl.co.nz
Website: udl.co.nz