Pānui me Ngā Kaupapa

Ko te tumanako, he pai tōu pānuitanga o tō mātou pūrongo ā-tau pāhekoheko 2024-2025 e taea ai koe te uru atu me tirohia.

Kā taea rānei te kite he whakarāpopoto o tō mātou raraunga pūtea i konei.

Ia tau, i whakatū mātou he hui mo te hunga whaipānga kei te taha o te Tiamana, Kaikōmihana me te Kaiwhakahaere Pūtea o UDL hei kōrero e pā ana ki te tau kua heke. Ka taea e koe te tirohia te topenga ataata i konei.

Mēnā e hiahia ana koe ki te tiki ake he mea tarua o tō mātou pūrongo ā-tau pāhekoheko 2024-2025 ka taea e koe te huakina me mātātuhi tō mātou rerenga PDF.

Ka taea e koe te tirohia he ripoata wāwāhi o te Kaupapa Amuamu Pūngao 2024-2025 Ngā Amuamu kua Whakaae i konei.

 

From time to time UDL undertakes consultations. As this happens it 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 to join Utilities Disputes:

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

 

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.