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Electricity Complaints - Aurora Energy Limited

Electricity Complaints and Land Complaints

Aurora is a member of the free and independent Electricity and Gas Complaints Commissioner Scheme and is committed to providing a free and accessible process for the management and timely resolution of electricity related disputes and complaints, including those where a land owner’s rights or land occupier’s rights may have been unlawfully affected.

Electricity consumers, or land owners or land occupiers, wishing to make a complaint to the Electricity and Gas Complaints Commissioner must first complete Aurora’s internal complaints process; the Commissioner will redirect any complaint made directly to it in the first instance. The Electricity and Gas Complaints Commissioner cannot investigate any complaint where the "act or omission giving rise to the complaint" occurred before 1 October 2001.


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.  In many cases, this will be explained in the letter of acknowledgement, and separate correspondence will not be sent. The objective is to resolve the complaint within 20 working days. Where it is clear that the timeframe to produce an outcome will extend past 20 working days, Delta will advise you of this in writing, setting out the reasons why. 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 40 working days of receipt or the extended time period approved by the Commissioner, 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 Commissioner for determination.  You must refer the complaint to the Electricity and Gas Complaints Commissioner within two months of the sooner of the date of our final response, or the conclusion of the 40 working day resolution period.

You also have the right to refer the complaint to the Electricity and Gas Complaints Commissioner for determination, before 20 days have elapsed, in the following circumstances:

  1. If we have advised you that we do not intend to do anything about your complaint; or
  2. The Commissioner is satisfied that you would suffer unreasonable harm from waiting any longer; or
  3. The Commissioner is satisfied that it would be otherwise unjust for you to wait any longer.
     

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 Commissioner

The following contact details are provided, if you need to refer your complaint to the Electricity and Gas Complaints Commissioner for determination. You can also access the Commissioner's website by clicking here.

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