First, Talk To Us
You can get in touch any of the following ways: Phone (most things can be fixed over the phone) 0800 88 66 99 Face to face Vist one of our local stores and lodge a complaint through one of our office managers. Email firstname.lastname@example.org Post Tiny Mighty Power P O Box 873 Cambridge 3434 If we can’t resolve your issue immediately over the phone, here’s how we’ll deal with it.
- We’ll inform you within two working days of receving your complaint confirming that we’ve received it and the name of the person dealing with it.
- Within seven working days, that person will update you on the progress of the complaint, either by phone or a written explanation
- If we’ve made a mistake and owe you money, we’ll either credit your account or pay you a refund
If You’re Not Satisfied With The Outcome
We belong to the Utilities Disputes Scheme which is a free and independent complaints service. If you are dissatisfied with our response to your complaint, or if we have taken longer than 20 working days to resolve your complaint (Tiny Mighty may notify you in writing of good reason to take up to 40 working days to resolve a complaint, where such reason exists), you have the right to take your complaint to the Commissioner of Utilities Disputes who can be contacted as follows: Phone 0800 22 33 40 Website www.utilitiesdisputes.co.nz Post Utilities Disputes Ltd Freepost 192682 PO Box 5875 Lambton Quay Wellington 6145 You can also choose to contact:
- Citizens Advice Bureau
- Community Law Centre
- Ministry of Consumer Affairs
- Your Lawyer
- Disputes Tribunal
Complaints About Disputed Bills
If you make a complaint disputing any amount on your bill, we won’t disconnect your supply for not paying the disputed amount while we are investigating your complaint. If you take your complaint to the Utilities Disputes and we are advised of this, we won’t disconnect your supply for not paying the disputed amount while your complaint is being considered. Please note that you will still need to pay any undisputed amounts to avoid any action being taken by our credit department. Also, this does not stop us from disconnecting your supply for other reasons, as detailed in our Standard Terms and Conditions.