Electricity Complaints

Aurora is a member of the free and independent Electricity and Gas Complaints Commission scheme and is committed to providing an accessible process for the management and timely resolution of electricity related disputes and complaints.

Electricity consumers wishing to make a complaint to the Electricity and Gas Complaints Commission must first complete Aurora’s internal complaints process; the Commission will redirect any complaint made directly to it in the first instance. While the Electricity and Gas Complaints Commission cannot investigate any complaint where the "act or omission giving rise to the complaint" occurred before 1 October 2001, Aurora will process any electricity complaint regardless of date or cause.

Making a Complaint

Aurora has contracted with DELTA to handle and resolve any electricity complaints on its behalf.

Within 2 working days of receiving your complaint about Aurora or its agents, DELTA will acknowledge your complaint in writing.

Within 7 working days of receiving your complaint, DELTA will write to you outlining the action that is intended to be taken to resolve the complaint. The objective is to resolve the complaint within 20 working days. Where the timeframe to produce an outcome appears likely to extend past 20 working days, DELTA will seek an extension of time in writing from the Electricity and Gas Complaints Commission, setting out the reasons why the complaint is complicated and how DELTA will be disadvantaged by staying within the 20 day period. The delayed status of the complaint will also be brought to the attention of DELTA's Chief Executive Officer.

Where your complaint is not resolved within 20 working days of receipt or the extended time period approved by the Commission, or the above procedure has not been followed, or you are dissatisfied with the solution proposed by DELTA, then you have the right to refer the complaint to the Electricity and Gas Complaints Commission for determination.

DELTA's contact details are listed below. You can email DELTA by clicking on the logo.

Phone: 0800 4DELTA (0800 433582)
Fax: (03) 477 5771
Postal Address: PO Box 1404, Dunedin, 9054

Referring Your Complaint to the Electricity and Gas Complaints Commission

The following contact details are provided, if you need to refer your complaint to the Electricity and Gas Complaints Commission for determination.

Electricity and Gas Complaints Commission
Phone: 0800 223 340
Postal Address: PO Box 5875, Lambton Quay, Wellington 6145