What we can and cannot do

What we can and cannot do is set out in our terms of reference.  You are welcome to read them on our website or you can ask us for a copy.

We will decide whether your complaint fits in with these terms, whether we can deal with it and the best way to handle it.

How long it takes us to come up with a resolution depends on how complicated your complaint is and how quickly we can get hold of all the relevant facts.

Paying bills

While we are looking at your complaint, so that your service isn’t interrupted, you should continue to pay at least any part of the bill that you do not dispute. If we find that you have paid too much, we will make sure that you get this back.

Complaints that we can deal with

The types of complaints that we can deal with include:

• problems with energy bills;
• problems resulting from an energy company’s sales activity;
• problems resulting from switching gas or electricity supplier;
• physical problems relating to the supply of energy to a home or small  business, such as power cuts and connections; and
• micro generation and feed in tariffs (FITS).

Complaints that we cannot deal with

The types of complaints that we cannot deal with include:

• decisions made by an energy company about the prices it charges;
• cases we consider to be malicious or unjustified;
• complaints about liquid petroleum gas (LPG); and
• problems we think would be better dealt with by the courts or other complaints procedures.