Do you have a problem or complaint?
If you have a problem or wish to give us feedback on any aspect of our service, please let us know straight away. We'll do our best to resolve things to your satisfaction quickly and fairly.
How to contact us
If we can't resolve your problem straight away
If you're not satisfied
The easiest way to contact us is to call us on the freephone numbers below between 7:30am and 7:30pm and talk to one of our Customer Service Representatives. In most cases we can sort things out for you straight away.
Here are the numbers to call: (between 7:30am to 7:30pm)
Residential customers 0800 496 496
Farming customers 0800 496 777
Business customers 0800 496 777
If you prefer, you can write to us explaining your problem or concern to:
Customer Resolution Manager
PO Box 2129
Christchurch
or email customer relations.
If we can't resolve your issue, problem or complaint at first point of contact we'll transfer you to a member of our Customer Resolution Team who will take responsibility for working with you to a fair resolution.
The Customer Resolution Team member will be in contact with you within one working day. They are personally responsible for resolving your issue. They will:
- Investigate your problem or complaint
- Liaise with the relevant people within Meridian Energy or third party companies to resolve your issue
- Keep you up to date on progress
- Provide you with a single point of contact if you have further queries or concerns
In some cases a resolution may take no more than 48 hours. In almost all cases, we'll resolve things within 20 working days. Sometimes it may take longer than this but we'll keep you informed throughout the process.
If for any reason we can't resolve your problem to your satisfaction within 40 working days you have the right to take your complaint to the Electricity and Gas Complaints Commissioner, The Office of the Ombudsmen or to the Courts or Disputes Tribunal.
Please note: nothing in this process reduces or takes away any rights you may have under the Consumer Guarantees Act 1993, or your right to make a claim to a court or Disputes Tribunal, or refer your complaint to the Electricity and Gas Complaints Commissioner, or The Office of the Ombudsmen or to the Courts or Disputes Tribunal at any time.