✨ Consumer Protection Guidelines
27 MAY 2009 NEW ZEALAND GAZETTE, No. 75 1731
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The Commission should, in consultation with the Ministry of Consumer Affairs, ensure that any approved system adequately addresses consumers’ interests.
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The Government believes that consumers’ best interests are more likely to be served by a single independent complaints resolution scheme that includes both electricity and gas. The reason for this is that a single dual-fuel scheme provides 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.
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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.
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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.
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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 Schemes[^2] 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.
[^2]: The Australian benchmarks are: accessibility, independence, fairness, accountability, efficiency and effectiveness.
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NZ Gazette 2009, No 75
✨ LLM interpretation of page content
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Consumer Protection Guidelines for Domestic Electricity Contracts
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🏭 Trade, Customs & IndustryConsumer Protection, Electricity Contracts, Domestic Consumers, Low Fixed Charges, Vulnerable Consumers, Complaints Resolution Scheme