Kaumatua Energy Customer Care and Complaint Handling
At Kaumatua Energy, we are committed to providing you with exceptional service. Our Customer Care Policy outlines our service commitments to you, our valued customer, and serves as a guide to our operational practices and customer interactions.
We understand that issues may arise. If you are dissatisfied with any aspect of our services, we encourage you to contact us so we can address your concerns and strive for a resolution.
Complaint Resolution Process
We offer a streamlined, no-cost complaint handling process designed to address your concerns efficiently.
How to Lodge a Complaint
You can submit a complaint through the following channels:
Phone: 0800 665 666.
Email: info@kaumatuaenergy.co.nz
Office Address:
Kaumatua Energy
Level 1/79 Cameron Street
Whangarei 0110
Our Commitment to Resolution
Our Customer Care Team is dedicated to resolving your concerns as swiftly as possible. We will:
- Acknowledge your complaint promptly.
- Aim to resolve your complaint within 20 working days.
Please note that some complaints may require a longer investigation period. This could be due to the complexity of the issue, the need for internal consultation with legal or senior management, or the need to gather information from third parties. In the event of any delay, we will keep you informed of the progress throughout the resolution process.
If You Are Unsatisfied with the Resolution
If, after a reasonable opportunity, you are not satisfied with the resolution provided by Kaumatua Energy, you have the right to escalate your complaint. Depending on the nature of your complaint, you may contact the following dispute resolution services:
