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Publications & schemes

Annual reports
Here is the link to our 2021-2022 UDL Annual Report and a link to the Deadlocked Complaints.  

You can also find a summary of our financial data here. 

Tautohetohe Whaipainga | UDL hosts an annual stakeholder meeting (ASM) each year to talk about the year in review. Heamana | Chair of UDL, the Hon Heather Roy opens the meeting and is followed by Mary Ollivier, Kōmihana | Commissioner...

You can view the meeting here.

 

 

 

 
Annual reports
Commissioner's jurisdiction
Electricity complaintsThe General Rules (GR) in the Scheme document set out how the Commissioner will deal with complaints and the types of complaints the Commissioner can and cannot consider. Please note, this page also refers to Scheme Rules (SR).

Complaints the Commissioner can considerThe Commissioner may only consider a complaint if the Commissioner is satisfied that:

the complaint meets the definition of a complaint; and;
the complainant has made the complaint to the provider and the complaint has reached deadlock (GR13 and SR4).
The Commissioner can only consider complaints arising from acts or omissions that first occurred from the date a provider joined, or ought to have joined the Scheme.

The Commissioner may decide not to consider the complaint if the complainant:

knew about the circumstances giving rise to the complaint for more than 12 months before making the complaint…
Commissioner's jurisdiction
Commissioner's practice statements
From time to time the Commissioner gives specific guidance to consumers and energy companies with recommendations or insights, or to outline an approach that UDL may take in resolving a dispute.

Commissioner's guidance on how UDL manages complaints about smart metersThis practice statement outlines how UDL approaches complaints about electricity retailers (retailers) installing advanced metering infrastructure (AMI), often referred to as smart meters or advanced meters. 

Commissioner's practice statement on smart meters
Commissioner's practice statements
Consultations
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.
Consultations
Energy companies
UDL manages three energy schemes. By going to the relevant link below you will be taken to a full list of companies (UDL members) within each scheme. 

Energy Complaints Scheme, known as ECS

Broadband Shared Property Access Disputes, known as BSPAD

Water Complaints Scheme, Water

 
Energy companies
Energy companies compliance
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…
Energy companies compliance
Working with other agencies
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.  

 
Working with other agencies
Scheme rules
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
Scheme rules