News

Independent Power Complaints Scheme Announced - 21 October 2005

From the beginning of November, Bay of Plenty Energy customers will have the added peace of mind of an independent Energy Complaints Adjudicator to turn to if they are unable to resolve issues directly with the local company.

Warren Persson of consumer advocate group 'The Eastern Bay of Plenty Power Committee' welcomed the newly formed Energy Resolution Scheme as an extra safeguard for energy customers. The Scheme was initiated by local energy company Bay of Plenty Energy.

"By providing power users with access to an impartial adjudicator, this scheme provides consumers with an additional option to find a fair and acceptable solution to the more difficult energy problems", said Mr Persson. "We're especially pleased that it is a locally-based scheme because this enables consumers to put their case in person plus it means that we will be able to have input into the scheme in the interests of local power users."

The Power Committee was involved in the appointment of Don Riesterer, ex-Mayor of Opotiki as the first Energy Complaints Adjudicator. Mr Riesterer is well known and well respected within the community and his extensive experience on the council, as an experienced committee chairperson, a current Justice of the Peace and serving as a member on a number of Boards, make him ideally suited to the role of independent mediator.

David Bulley, general manager of Bay of Plenty Energy, said the Scheme offered electricity and gas customers a further option if an issue could not be resolved as part of their existing issue resolution process.

"We currently operate a robust in-house complaints process as part of our commitment to offering a superior level of customer service", said Mr Bulley. "If ever my team is not able to sort out an issue to a customer's satisfaction, customers can contact me directly. If a customer is still not satisfied with the outcome, they will now be able to request an independent review by an impartial mediator."

Mr Bulley also advised that the location of the Energy Complaints Adjudicator within the Bay of Plenty was important as the majority of the company's customers were based within the region.

"For any scheme to be of value to a customer it must be both relevant and easy to access", said Mr Bulley. "This Scheme has been set up specifically for Bay of Plenty Energy customers and access to the professional adjudication service is being made available to them at no charge."

"Bay of Plenty Energy fully supports providing our local customers with access to an independent complaints scheme."

ENDS

For further information, please call:
David Bulley, General Manager Tel: (07) 922 2714
Chis Power, Commercial Manager Tel: (07) 922 2704