Taupua me Ngā Pārongo

UDL tries to use plain English as much as possible, however, there are some words and expressions that we may use due to legal or regulatory requirements that may be not be easy to understand. You may find these words or phrases on our website or in any communications with us.

UDL resolves a number of complaints and you can find some examples of these complaints and how they were resolved on this page.

Read about all the work we have been doing within our communities

UDL has information sheets in English and Te Reo. To access the English sheets, toggle the site language.

The following information sheet will tell you how UDL can help resolve issues that you may have (more detailed fact sheets on each of our schemes are published further below): 

Information Sheet – English
More information There are also other agencies out there that may be able to provide financial assistance and guidance. Go to Useful Organisations on our website.

If you'd like us to send you printed copies of our info sheets, please fill out the UDL resource order form and send it to communications@udl.co.nz. 

Electricity, gas, water, telecommunications and fibre, are essential for all kiwis.

We rely on them being safe, accessible and reliable - so what can you do when you experience a problem?

Understanding your rights as a consumer is the first step, so you know what to expect and when you can make a complaint.

UDL practice statements and notices for providers offer guidance to member organisations on how to both resolve complaints and act proactively to limit circumstances leading to complaints, as well as how to best interact with our processes.

UDL has a number of resources including policies that may be helpful. 

For example, our Providing Domestic Violence Support Policy.  

UDL has a key philosophy to complaints: Prevent | Educate | Resolve.

We produce short videos (and webinars) during the year that you can access to understand more about how UDL can help you and support you. We hope you find these a useful resource.

Note: Not all webinars will be publicly available as they are used for training purposes and there will be privacy considerations. If there is a specific webinar you wish to view, please contact us.  

Here we have given brief details of organisations offering support and advice or dispute resolution outside of utilities.

If you know of other organisations that may be helpful for consumers, please email communications@udl.co.nz with the details.