Queries and Complaints

As your electricity lines company, we are committed to providing you with a high standard of service and a reliable power supply.

However, there may be a time when you are unhappy with our service. In such cases, we will try to resolve the issue quickly and to everyone's satisfaction.  You may contact us with your concerns, either in writing, in person, by telephone/facsimile or electronically. We will do our best to resolve any issues presented to us. This includes any complaints that may be covered under the Electricity Code and the Land Code.

Horizon Energy is currently developing a Complaints Procedures brochure.  For further information please contact Horizon directly.

If you have a query or complaint relating to any electricity network equipment on your private land or a land-related issue due to electricity network work undertaken on your private land please contact Alastair McAra.

If you have any questions or comments regarding your tariff or the quality of supply you receive, please contact us.

Horizon Energy is an active member of the Electricity and Gas Complaints Commission and will deal with any complaints in accordance with The Electricity and Gas Complaints Commission procedures. If we are unable to resolve your issues you have the option of contacting the Commission:

Freepost 192682
PO Box 5875
Lambton Quay
Wellington 6145

Please note that if you are billed for line network services by your electricity retailer and your enquiry relates to invoicing or bill payment, you will need to contact your electricity retailer directly.

If you have a concern or a problem with Horizon Energy's service, here's what to do:

Call us – we can usually take care of your enquiry over the phone.

Write to us – when a complaint is of a detailed nature it can be useful to provide written details.

Once we have received details of your complaint, a letter will be sent to you within two working days. We will advise you of the name of the Horizon Energy representative who will be working towards a resolution with you. This person will be responsible for investigating and resolving your complaint.

You are welcome to contact your Horizon Energy representative at any time with any additional information that you think might help us to resolve your complaint.

We will work to resolve your complaint or provide you with an update within seven working days of receiving your complaint. If your complaint is not resolved within this time, we will inform you of the reason for the delay and work to a resolution within twenty working days. Some complex complaints may require longer for investigation, in which case we will inform you.

If we have not resolved your complaint within twenty working days, or forty working days where we have advised you of the reasons for a longer timeframe, then you have the option of contacting the Electricity and Gas Complaints Commission. The Commission is an independent body that will facilitate resolution between the power company and the consumer if all other means of resolution have failed. Horizon Energy is committed to ensuring that we resolve your problem well within the timeframes of the Electricity and Gas Complaints Commission Scheme.

You can also contact: