Our resolution process
Finding a solution for your complaint.
If something's wrong, let's fix it
We’ll do our best to resolve any complaint that arises between yourself and us, or our suppliers, as smoothly and as quickly as possible. Our internal complaints resolution service is free for you to use. Keep reading to find out how to contact us, our process and other options available to you.
Our process doesn’t remove 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 Utilities Disputes.
Getting in touch
Visit our help page for live chat, phone numbers and opening times. Or you can mail your complaints to Genesis Energy Resolutions, Private Bag 3131, Hamilton 3240.
How we’ll handle your complaint
We’ll do our best to resolve any complaint that arises between yourself and us, or our suppliers, as smoothly and as quickly as possible. Our internal complaints resolution service is free for you to use.
Our resolution promise
We’ll acknowledge receipt of your complaint promptly and regularly keep in contact while we investigate your concerns.
We’ll aim to resolve your complaint within 20 working days. If we can’t, we’ll write to you explaining why we need more time to reach a resolution.
If your complaint is better handled by another party such as a network company, meter company or any other retailer, we may refer your complaint to that company on your behalf. We’ll notify you that we’ve referred your complaint and provide you with the appropriate name and contact details.
The next option
We’ll do our best to resolve any issues directly with you, however, you can ask for your complaint to be considered by Utilities Disputes.
Utilities Disputes provides a free and independent dispute resolution service for electricity and gas. You may take your complaint to Utilities Disputes as a deadlocked complaint if:
- we haven’t resolved your complaint within 20 working days and haven’t written to you explaining why we need more time to reach a resolution; or
- we’ve taken longer than 40 working days to resolve your complaint; or
- you aren’t happy with our proposed resolution; or
- if during our resolution process, the Commissioner of Utilities Disputes considers that you’d suffer unreasonable harm waiting any longer; or
- it would otherwise be unjust to wait any longer.