Complaints/ disputes resolution
We are committed to providing you with a high standard of service and a reliable energy 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 to everyone’s satisfaction.
Contact us if you have a problem or concern with our service, a query relating to electricity or gas network equipment on your private land or a land-related issue due to electricity or gas network work undertaken on your private land. Please note there are some exceptions:
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You are billed for our network line services by your electricity and gas retailer/s, so if your enquiry relates to invoicing or bill payment you will need to contact your retailer directly.
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If you are connected to our North Shore, Waitakere or Rodney network any queries or complaints about your electricity supply should be directed to your electricity retailer. This is because we do not have a contract with you directly. However, if you have a land-related query or concern regarding any electricity or gas network equipment or work undertaken on your private land then the process outlined below applies.
Our proposed resolution timeframes
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Acknowledgment - We will acknowledge your complaint within two working days of receiving it. We will provide the name and contact details the Vector representative responsible for investigating and resolving your complaint. You are welcome to contact your representative at any time with any additional information that you think might help resolve it.
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Complaint resolution - We will provide you with an update on work to resolve your complaint within seven working days of receiving it. If your complaint is not resolved within this timeframe, we will explain the reason for the delay and try to resolve it within 20 working days. Some complex complaints may require even longer for investigation, in which case we will inform you of the reasons for the extended resolution timeframe.
Contact us
Our customer service representatives can usually take care of your enquiry over the phone, but if your complaint is detailed, it can be useful to complain in writing.
Phone: 09 303 0626 7am – 6pm, Monday to Friday
Email: info@vector.co.nz
Address: Customer services, Vector Limited, PO Box 99882, Newmarket, Auckland 1149.
Vector equipment on your land
- If you have a query or concern relating to any electricity or gas distribution network equipment or work carried out on your land please contact Stephen Howard, Customer Services Team Manager (ph 09 978 7528) or Jocelyn Turner, Customer Services Manager (ph 09 978 7720).
- If you have a query or concern regarding high pressure gas transmission pipelines, equipment or work on your land please contact Kay Matthews or Gill Robertson, Land Management Team, on 0800 800 772 or email landinfo@vector.co.nz.
Electricity and Gas Complaints Commission
If we have not resolved your complaint within 20working days, or 40 working days where we have advised you of the reasons for a longer timeframe, then you can contact the Electricity and Gas Complaints Commission (EGCC). The commission is an independent body that will facilitate resolution between the electricity company and the consumer if other attempts have failed. Vector is committed to ensuring we resolve your problem well within the timeframes of the EGCC scheme.
If we have not resolved your complaint within 20working days, or 40 working days where we have advised you of the reasons for a longer timeframe, then you can contact the Electricity and Gas Complaints Commission (EGCC). The commission is an independent body that will facilitate resolution between the electricity company and the consumer if other attempts have failed. Vector is committed to ensuring we resolve your problem well within the timeframes of the EGCC scheme.
Electricity and Gas Complaints Commission
You can also contact:
This information is also available in a fact sheet.