Publications & schemes

2025 to 2026 Annual Report
We hope you enjoy reading our latest interactive Annual Report

You can also view this as a booklet: 2025 to 2026 Annual Report. 

Some highlights from the Report. 

27,045 Kiwis contacted us to access our services 

4,536 complaint summaries produced and sent to providers on behalf of customers 

62% increase in the number of complaints compared to the previous financial year  

13,554 complaints (8,536 in 2024-2025) which is 55 (rounded) per working day  

Most common complaint involves a customer service issue at 52% 

Second most common at 47% is billing 

Many complaints have multiple issues eg: billing and customer service 

You can find a summary of our financial data here.  

You can see a breakdown of the Accepted Complaints for the Energy Complaints Scheme 2025-2026 here.

 

UDL undertakes consultations and reviews.

As these happen, they will be documented on this page. This page records the outcome of completed consultations on changes to Utilities Disputes (previously EGCC) Scheme rules.

UDL manages three complaints schemes. By going to the relevant link below you will be taken to a list of companies (UDL members) within each scheme. 

Provider Membership EnquiriesFor any membership enquiries please email membership@udl.co.nz 

 

Energy Complaints Scheme, known as ECS

Broadband Shared Property Access Disputes, known as BSPAD

Water Complaints Scheme, Water

Telecommunications Complaints Scheme, Telecommunications

Energy companies are required to comply with the specific UDL Scheme document. This page has information about the roles and responsibilities of providers and the Utilities Disputes Board in monitoring and reporting compliance.

Requirements for energy companies,  supplying services to consumers and members of the UDL schemes, to monitor and report compliance
The Scheme document requires all energy companies to monitor their compliance with the Scheme rules (SR) and report annually on this to the Board (General Rules (GR) 48.d,e and 49, subject to exclusions in SR16 and SR17).

Board’s role in monitoring and reporting compliance
As well as resolving complaints, UDL may carry out activities it may consider appropriate to support its services and with the aim of promoting good practice in relation to handling of complaints and public confidence in dealing with providers (GR47).

These acti…

UDL has a number of working partnerships with agencies and organisations. From  time to time Memorandums of Understanding known as MOUs set out the principles and objectives that the 'Parties' for example UDL and the Electricity Authority agree will underpin their ongoing relationship.  

 

We can only consider complaints about New Zealand providers who have joined/are required to join Utilities Disputes:

Electricity and gas companies / Water companies / Broadband companies / Telecommunications companies

 

Constitution and Governance Charter
 All Schemes
Utilities Disputes has a Constitution and Governance Charter that applies to all its schemes

The Governance document (Constitution and Governance Charter) 1 April 2019 [PDF 475KB]

 

 

 

Our work to resolve utility complaints sometimes gives us the opportunity to identify and resolve systemic issues. 

This is part of our objective to prevent, educate, and resolve. We work with providers to eliminate systemic issues when they appear, and publish our findings to prevent those issues from reoccurring - raising the standard of the service utility companies provide, and leading to better outcomes for everyone.

We have developed a booklet that draws from a range of other information to bring it together in one place so that people can easily find out what we do, how we do it and how we can help.

You can find a PDF of the booklet here.

Please email communications if you would like a hard copy of the booklet.