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Enews, media releases & updates

Latest news, updates and media releases about UDL, the energy industry and the people we work with.

Read the latest from UDL... 


  • The Electricity Authority (the Authority) and Utilities Disputes Ltd (UDL) recently signed a Memorandum of Understanding (MoU), formalising an even closer working relationship for the two organisations based on mutual assistance and cooperation.

    The Authority and Utilities Disputes share a common focus on improving the consumer experience in the electricity sector.

    The new MoU will help to streamline communication, cooperation, and information sharing, where appropriate, between the two agencies.

    The Authority has a particular responsibility to safeguard the long-term benefits of consumers, and also recently published new Consumer Care Guidelines. The guidelines educate retailers and consumers about their responsibilities and what consumers can expect of their retailer if they are in hardship or are medically dependent.

    You can read more about the new MoU and the Consumer Care Guidelines on the EA website.

     You can read the MOU here.  


  • Utilities Disputes has launched a new partnership with the Tūhono Collective to provide a tikanga-based Māori dispute resolution framework for resolving disputes using Māori beliefs, principles, values and practices that derive from traditional knowledge (mātauranga Māori).

    UDL is committed to delivering a dispute resolution process that meets the needs of all those who seek our help to resolve a complaint. Please contact us to further discuss this and how we can assist you.


  • The Consumer Advocacy Council announced a joint project with Consumer New Zealand to investigate how bills are presented, with the aim of encouraging the industry to adopt a standard approach. Read on.  

  • Esther Taunton writing for Stuff  takes you through how much money those power-saving tips really save...

  • We welcome Ruth Smithers to the UDL Board. Ruth is the Chief Executive for FinCap and joins us as an experienced leader and manager in the not-for-profit and government sectors in health and social services organisations.  Ruth has a great understanding of the issues facing the people we work with day in and day out and this will be invaluable. 

    The Board has also appointed a future director for a period of 12 months. Corey Hebberd is General Manager at Te Rūnanga a Rangitāne o Wairau Trust. Corey has whakapapa connections to Te Ātiawa, Ngāi Tahu, Ngāti Apa, and Ngāti Kuia, as well as Rangitāne. Corey is passionate about caring for communities.

  • One of our longstanding Board members Major Campbell Roberts is leaving UDL after many years of making a significant contribution to our development of UDL.   Campbell’s passion and extensive knowledge in the social policy field, working with community organisations and those at the margins of society have been of enormous benefit.  We owe him a debt of gratitude and wish him well. 

Media releases

  • UDL welcomes Ruth Smithers to the UDL Board. 

    Ruth is the Chief Executive for FinCap and joins us as an experienced leader and manager in the not-for-profit and government sectors in health and social services organisations. Ruth was previously Deputy Chief Executive at Tui Ora, a large iwi-based health and social services provider in Taranaki. Ruth has also run her own management consultancy and serves on a number of boards bringing governance expertise to UDL. 

    “We are delighted that Ruth is joining our Board,” says Hon Heather Roy, Chair of the UDL Board. “Ruth’s understanding of the issues facing the people we work with day in and day out, especially Māori and Pacific people, will be invaluable in how we continue to deliver our services to those who need our support.”

    The Board has also decided to appoint a future director for a period of 12 months. Corey Hebberd is General Manager at Te Rūnanga a Rangitāne o Wairau Trust. Corey has whakapapa connections to Te Ātiawa, Ngāi Tahu, Ngāti Apa, and Ngāti Kuia, as well as Rangitāne. “Corey is passionate about caring for communities, which is at the heart of who we want to help. We hope to learn as much from him as he will learn from us,” says Hon Heather Roy. After eight years with the organisation Major Campbell Roberts is stepping down. “Campbell was appointed to the current Board in 2017 during a time of change and growth having previously served as a consumer representative on UDL’s former Board - The Office of the Electricity and Gas Complaints Commissioner’ - from 2013,” says Hon Heather Roy.

    “Campbell’s passion and extensive knowledge working in social justice and social policy and working with community organisations and those at the margins of society have been of enormous benefit to UDL.  We owe him a debt of gratitude and wish him well,” says Mary Ollivier, UDL’s Commissioner. 

    Further background

    Major Campbell Roberts is the founding director of the Salvation Army social policy and parliamentary unit. Currently a Director of Kāinga Ora, the Salvation Army Social Housing, Community Finance, and a member of the New Zealand Parole Board. He has held a range of governance roles with New Zealand Housing Foundation, Robson Hanan Trust, Community Housing Aotearoa, and Habitat for Humanity. Campbell has held ministerial appointments in the areas of housing, child poverty, and social policy. Campbell is a Companion of the New Zealand Order of Merit.

    Ruth Smithers -
    Corey Hebberd -

    Media contact
    Diana Wolken
    Communications Manager
    Phone: 021 288 0552

  • Utilities Disputes Limited (UDL) has introduced a new research grant open to applicants who have an interest in dispute resolution and/or the utilities sector. The grant is worth up to $25,000 and may be shared by one or more applicants.  It aims to support research in a field relevant to UDL and its stakeholders and encourage diversity and leadership in dispute resolution.      

    Mary Ollivier, UDL’s Commissioner, says: “This is a fantastic opportunity to generate high quality research in an area impacting on dispute resolution and utilities. Disputes take time, energy, and money. They affect individuals and communities as well as organisations and government. Most utilities are essential services. Better access and swift resolution of disputes improve our communities and our economy. Good research supports better outcomes in dispute resolution.”  

    Applicants will be asked to highlight the benefits of their proposed research project. Our selection panel will review the overall quality of the application, including potential benefits and impact for UDL, the stakeholders UDL supports, our end users, and the community of Aotearoa New Zealand. 

    An example of a relevant topic is the impact of utility services for the most vulnerable members of our community, and ways of addressing and responding to the hardship issues we can all encounter. This would complement the work many in the sector do in this space. 

    Find out more 

    Please contact Markus Frey at for a word document application form or to find out more about this exciting opportunity. 

    UDL wants to assist research that will make a positive change in the challenging environment that is disputes resolution. 

    To apply for the grant visit UDL for more information. 

    The closing date is  Wednesday 26 January 2022.   

    UDL is committed to the principles of diversity and inclusion and to recognising the bicultural foundations of Aotearoa New Zealand.  

    UDL welcomes and supports applications from all gender identities, ages, ethnicities, sexual orientations, disabilities, and religions.  

    Media contact
    Diana Wolken
    Communications Manager
    Phone: 021 288 0552

  • Utilities Disputes (UDL) is a free and independent dispute resolution service that resolves consumer complaints about electricity, gas, water, and broadband installation on shared property.  It has just released its annual report for 2021 which shows the cases it receives from consumers are continuing to increase. 

    In the past year UDL received a total of 11,161 customer contacts, up from 7,815 last year. This increase has been since the onset of Covid-19 and has remained higher than in previous years. Customer contacts include when a consumer contacts UDL to request guidance or information in relation to their electricity, gas or water company, or a broadband installation on shared property. Higher customer contacts can reflect increasing efforts by the sector to inform consumers there is a free and independent service available to them if a matter cannot be resolved.

    Customer contacts may also include complaints. Complaints were three percent (3%) higher than in the previous year. 

    Complaints about electricity and gas make up 89% of all complaints UDL receives. The most common areas complained about are billing, customer service, meters, disconnections, and supply. 

    “The 43% increase in cases is not unexpected, given the events of last year and the work UDL is doing to increase its awareness,” said Mary Ollivier, UDL Commissioner. “Our staff have responded well to manage the increase, working to help consumers resolve their issues as soon as they are raised. Providers are consistently improving their customer service and our work complements this. UDL prides itself on its ability to make a positive difference by supporting both consumers and providers to resolve issues.” 

    Board Chair, Hon Heather Roy, says; “One of our key areas of focus has been to increase the visibility of UDL while making sure we continue to provide high quality services and leadership. It’s therefore really pleasing to see such a significant increase in contacts. It shows more people know about UDL and more organisations know to refer consumers to us. With Covid-19 now a part of everyday life we want to make sure that consumers stay connected.”

    UDL Annual Report 2020-21

    UDL Annual Reports

    Media contact
    Diana Wolken
    Communications Manager
    Phone: 021 288 0552



  • We appreciate that as inflation rises and the cost of living rises many households in Aotearoa New Zealand are facing hardship.

    The information below is designed to assist you understand why you may be seeing higher bills from your power company and what you can do.

    Utilities Disputes – who are we?

    Utilities Disputes – Tautohetohe Whaipainga (UDL) is a free and independent dispute resolution service in the energy market.

     While we cannot look at a complaint that is solely about the price of your energy use we can ensure a power company has: 

    • done what it should to help you identify the right plan for your household
    • explained their charges adequately, including price increases, so you know what you are paying for 
    • provided the right information to you and followed the Consumer Care Guidelines the Electricity Authority has in place.

    We can work with you and your power company to resolve any complaint.  If that is not successful we can issue a decision.

    What is the removal of low fixed tariffs?

    The overall cost of your electricity is broken down into two main parts.

    1. you pay for the actual electricity you use, and;
    2. a fee for the upkeep of the power grid that delivers electricity from the power station into your home – this fee is called a daily fixed charge.

    The government has approved the removal of a low daily fixed charge sometimes called the low fixed tariff which was available to low users of power.  From 1 April 2022 this is being  phased out over five years  The phase-out period of five years is to help limit the impact on consumers’ electricity bills.

    The government’s view is that the low fixed tariffs, originally intended to help those in need, are no longer beneficial. Around 68% of all electricity users are now eligible for the low fixed tariff meaning fewer are paying the standard fixed rate to cover the costs of maintaining the grid.

    Low user plans may come with a higher rate for actual power use. One side effect of this is that some people underheat their homes to save on power bills which can harm their health and well-being.

    Government believes that most households (around 60%) including low-income earners will be better off from this change as power companies may offer pricing plans that can help manage peak periods of electricity use and avoid costly network upgrades keeping overall prices lower for consumers.

    What is low use?

    Low use is defined as 8000 kWh per year in the North Island or 9000 kWh per year in the South Island. 

    What impact will there be from the removal of low fixed tariffs?

    Analysis of the impact on households suggests about 60 per cent of all households - about 970,000 households - are expected to have lower power bills during the phase-out.  But around 40 per cent - about 690,000 households - are expected to face higher power bills.

    While the government expects all households to benefit long-term from the changes, there is uncertainty over the short-term impact during the phase out, including how retailers will structure their pricing plans over the next five years.  Because of this, the Government will conduct a mid-point review of the phase out sometime in late 2023.

    Are all power companies removing the low fixed tariff?

    Not all power companies are removing the tariff immediately.   Your power company will let you know if they are making any changes. Some power companies that are may voluntarily offer some form of discounted daily fixed charge for low use households.

    Government has secured an industry commitment to develop and fund a $5 million power credits scheme to support low-income, low-use households who are struggling to pay their power bills through the phase-out. Any such households should contact their power company for information and support. Participating power companies may be able to offer a power credit towards their power bill once the scheme begins.

    How much are we talking about?

    The low fixed tariff is currently 30c a day (plus GST).   Power companies are able to increase this over a five-year period.  Some have chosen not to at this stage.  

    Those power companies that are phasing out the low fixed tariff over time may apply the first increase up to 60c a day (plus GST). This may continue to increase by 30c a day (plus GST) each year for 5 years until 2027.

    Annually the increase will be from the current $110 per year (plus GST) to $220 (plus GST) increasing  each year to $657 (plus GST) by 2027.

    What other fees are changing?

    It is common for electricity rates to change just once every 12 months. At the same time as the beginning of the removal of the low fixed tariff, some power companies are increasing their variable rates as often happens around the first few months of the year.

    Some lines companies are also increasing their variable charges.  These will be passed on to you by your power company.

    If you are on a fixed rate plan you may notice no change until your plan comes to an end.

    I receive gas from my power company – is this going up too?

    If you are connected to gas you may also experience an increase in your fixed daily rate as well as an increase in the variable rate.

    If I can’t pay my bill what can I do?

    First talk with your power company. 

    Power companies are required to follow the Electricity Authority’s voluntary consumer care guidelines and work with their customers facing payment difficulties to help them access and afford a constant supply of electricity to meet their home needs.

    If I want to know more or cannot pay my bill where do I go?

    You can also compare the prices and services of different retailers. New Zealand has a number of third-party methods for consumers to estimate energy usage and compare prices such as Powerswitch.

    Power Switch is also available for energy customers to compare their pricing plans with other power companies

    There are many national agencies that may be able to assist you. Some of these are listed below: