New Zealand Gazette – 2008 – No. 92

Page 2475

✨ Consumer Complaints Resolution System

4 JUNE 2008 NEW ZEALAND GAZETTE, No. 92 2475

benefits such as ease of access, consistency of outcomes and efficiencies of scale.
The size of the gas market does not justify a separate scheme and many of the
same companies are involved in both sectors. Many customers buy electricity and
gas from the same retailer.

The Commission should work closely with the Gas Industry Company and
coordinate approaches to approval and governance of an electricity and gas
consumer complaints scheme.
If the industry is unable to provide an acceptable scheme supported by
membership from all retailers and all distributors (including Transpower) within
a reasonable time, the Commission should recommend regulations to introduce a
statutory scheme. Again, the Government expects the Commission to work closely
with the Gas Industry Company in this regard.
The Government expects any approved complaints resolution system to include the
following features:

• an independent complaints resolution scheme that is consistent with
international best practice in the field of consumer complaints resolution
systems (for example the Australian Benchmarks for Industry based
Consumer Dispute Resolution Schemes7 which were developed in
consultation with the New Zealand Ministry of Consumer Affairs)

• a decision-making process and administration of the scheme that is
independent of scheme members

• membership by all distributors (including Transpower) and retailers

• robust internal complaints-handling processes within all member companies

• a document that sets out the minimum standards of conduct for scheme
members

• self-funding by the industry

• compensation for consumers where appropriate

• is practical and resolves disputes quickly and cost-effectively without unduly
protracted or costly processes.

7 The Australian benchmarks are: accessibility, independence, fairness, accountability, efficiency and
effectiveness.

VUW Te Waharoa — NZ Gazette 2008, No 92

Gazette.govt.nz — NZ Gazette 2008, No 92

Parliament House (depicted) was completed in 1918 and remains the primary seat of Parliament.

✨ LLM interpretation of page content

🏭 Consumer complaints resolution system

Domain🏭 Trade, Customs & Industry
KeywordsComplaints resolution, electricity, gas, consumer protection, industry standards

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