Feedback & Complaints

GasNet is committed to providing a high standard of personalised service in everything we do. However, there may be a time when you are unhappy with our service or wish to offer feedback. If this happens we would like to know so please do tell us, your feedback is important to us so that we not only get the opportunity to put it right, but to learn from the event and prevent it from happening again.

If you have a complaint or wish to provide feedback there are a number of options available to you.  Either submit your complaint online or alternatively contact us by:

Phone:           (06) 349 2050, 8am-5pm Monday to Friday
Email:            complaint@gasnet.co.nz
Fax:               (06) 349 0135
Mail:               GasNet Limited
                       PO Box 7149
                       Wanganui 4541

In person:     8 Cooks Street, Wanganui

For further information on our complaints process and a copy of our complaints form please click on the following link; Complaints Procedure.

Acknowledgement

Any complaint will be acknowledged within two working days of its receipt.

Referral

If your complaint is more appropriately dealt with by another party such as your retailer, we may refer your complaint to that party on your behalf. In this event we will advise you and provide you with the contact details.

Progress Report

If your complaint is not resolved within seven working days we will provide you with a progress report.

Resolution

If possible we would like to resolve your complaint at the time you first contact us but if this is not achievable we will advise you of the expected resolution time. Our aim is to resolve your complaint within 20 working days, but if the problem is of a very complex nature and we need more time we will contact you to discuss this.

Not Satisfied with the Resolution

If you are not happy with any aspect of the process that we followed since receiving your complaint (including our proposed resolution), you may wish to submit you concerns to our General Manager who will conduct a review of the process and decisions with due consideration to your concerns.

Alternatively, if you are not satisfied or we did not resolve your complaint within 20 working days, then you may wish to take your complaint to the Electricity & Gas Complaints Commissioner who provides a free independent dispute resolution scheme, of which GasNet is a member. The Commissioner will facilitate resolution between a network company and a gas consumer or land owner/occupier if the other means of resolution have failed.

The Commissioner can be contacted at:

Electricity & Gas Complaints Commission

Freepost 192682
PO Box 5875
Lambton Quay
Wellington 6145

Phone: 0800 22 33 40
Fax: 0800 22 33 47

Email: info@egcomplaints.co.nz
Website: www.egcomplaints.co.nz

Your Rights

Please note that nothing specified here or in our process takes away any rights you may have under the Consumer Guarantees Act 1993, or your right to make a claim to a court or disputes tribunal, or your right to complain to the Electricity & Gas Complaints Commissioner at any time.

If you wish to seek independent advice you could consider:

  • The Disputes Tribunal
  • The Citizens Advice Bureau
  • The Consumers Institute
  • The Electricity & Gas Complaints Commissioner
  • The Privacy Commissioner (for privacy issues)
  • The Commerce Commission (for fair trading issues)
  • The Ministry of Consumer Affairs