Complaints Process

Pulse Energy is committed to providing the best possible service. If something is not right, please call us on 0800 PULSE ENERGY (0800 785 733). We will do our best to put it right as quickly as possible.

If you remain unsatisfied, please contact our Customer Service Manager by phone, fax or click here to send us an email.

You will be treated courteously and with respect. Our Customer Service Team is trained in dealing with complaints. Our staff will acknowledge your complaint within 2 Working Days (excluding time for delivery) and inform you of the steps to be taken to reach a resolution. In some cases, we may ask you to put your complaint in writing to help us better resolve your complaint.

Our complaints resolution process is free and we are committed to delivering fair and effective outcomes in good faith.

We aim to meet the standards required by the Electricity and Gas Complaints Commission Scheme, the free and independent dispute resolution service, of which we are a member.

You may refer your dispute to the Electricity and Gas Complaints Commissioner if:

• You are unhappy with the way we propose to resolve your dispute
• Your dispute is not resolved within 20 Working Days of receiving it and we have not written to you explaining why we need further time

Electricity and Gas Complaints Commission
Freepost 192682
PO Box 5875
Lambton Quay
Wellington 6145
Freephone: 0800 22 33 40
Email: info@egcomplaints.co.nz
Website: www.egcomplaints.co.nz
Thank you for being a Pulse Energy Customer. We are committed to continually improving the service we provide you.