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Resolution Process

If something is wrong, let's fix it

At Genesis Energy we’re ready to solve any problems or answer complaints you may have.

If you have a complaint, simply contact us by:


Phone: 0800 300 400 (Monday to Friday, 8.00am - 8.00pm

Fax: 0800 110 999, or

Mail: Genesis Energy Resolutions, Private Bag 3131, Hamilton 3240.

Download the Genesis Energy Resolution process.pdf


Our resolution process

  • We will acknowledge receipt of your complaint by writing to you within two working days of receiving your complaint.
  • We will send you a progress report within seven working days if we haven’t already resolved your complaint.
  • We will endeavour to resolve your complaint within 20 working days. If we can’t, we will seek your permission to investigate beyond 20 working days.
  • If your complaint is more appropriately dealt with by another party such as a network company or meter company, we may refer your complaint to that company on your behalf. We will notify you that we have referred your complaint on and provide you with the appropriate name and contact details.

The next option

We will do our best to resolve any issues directly with you.

However, if;

  • you are not happy with how your complaint has been handled
  • we have not resolved your complaint within20 working days or
  • you are not happy with our proposed resolution;

You may take your complaint to:
The Electricity and Gas Complaints Commissioner who offers a free independent dispute resolution service:
Freepost 192682, PO Box 5875,
Lambton Quay, Wellington 6145
Phone 0800 22 33 40 or email.


Important:
There is nothing in this process that removes any rights you may have under the Consumer Guarantees Act 1993, or to make claims to a disputes tribunal, court or other third party including the Office of the Electricity and Gas Complaints Commissioner