Complaints and Disputes

Concerned about MainPower's Service?

MainPower always endeavours to provide good customer service but we also know that sometimes things don’t work out how everyone expected.  We want to be able to resolve customer’s issues quickly and fairly, therefore continual improvement of our services to meet the changing needs of our community is important to us. We value and welcome your feedback to help us stay abreast of customer needs.

If you have a concern about the services we provide, or want to tell us when we have done something that has exceeded your expectations, please call our Customer Services team on 0800 TELL MP  (0800 835 567) anytime between 8.30am and 5.00pm, Monday – Friday. 

If you prefer to drop us a line, either email us on info@mainpower.co.nz or write to Community Relations Manager, MainPower New Zealand Limited, P O Box 346, Rangiora 7440.

We will try to resolve your issue immediately however, if it is going to take a little longer than seven days, we will let you know. 

We acknowledge sometimes there are situations that we are unable to resolve.  If that is the case, there is a free and independent complaints resolution service provided by the Electricity and Gas Complaints Commission (EGCC). MainPower is a member of the EGCC which means we are committed to maintaining the standards set out within their Codes of Practice. 

If you feel your issue cannot be resolved with MainPower and has become deadlocked, or we have not responded to your request within the time frames, you can contact the EGCC and ask them to investigate. 

About The Electricity and Gas Complaints Commission (EGCC)

The EGCC deals with almost any complaint about an electricity or gas company.  They look into such issues as billing, meters, disconnections and damage to property. They also look into complaints about staff or contractors working on land, as well as access to land and use of land where there is gas or electricity equipment.

The EGCC contact details are as follows:

http://www.egcomplaints.co.nz/