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Annual Reports

2025 to 2026 Annual Report

We hope you enjoy reading our 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.

 

Annual Reports