Consumer » Feedback & Complaints
GasNet is committed to providing a high standard of personalised service in everything we do. However, there may be a time when you are unhappy with our service or wish to offer feedback. If this happens we would like to know so please do tell us, your feedback is important to us so that we not only get the opportunity to put it right, but to learn from the event and prevent it from happening again.
If you have a complaint or wish to provide feedback there are a number of options available to you; the complaints process is free for consumers to use.
Either submit your complaint online or alternatively contact us by:
Phone: (06) 349 2050, 8am-5pm Monday to Friday
Fax: (06) 349 0135
Mail: GasNet Limited
PO Box 7149
In person: 8 Cooks Street, Whanganui
For further information on our complaints process and a copy of our complaints form please click on the following link; Complaints Procedure.
Any complaint will be acknowledged within two working days of its receipt.
If your complaint is more appropriately dealt with by another party such as your retailer, we may refer your complaint to that party on your behalf. In this event we will advise you and provide you with the contact details.
If your complaint is not resolved within seven working days we will provide you with a progress report.
If possible we would like to resolve your complaint at the time you first contact us but if this is not achievable we will advise you of the expected resolution time. Our aim is to resolve your complaint within 20 working days, but if the problem is of a very complex nature and we need more time we will contact you to discuss this.
If you are not happy with any aspect of the process that we followed since receiving your complaint (including our proposed resolution), you may wish to submit you concerns to our General Manager who will conduct a review of the process and decisions with due consideration to your concerns.
If we cannot resolve your complaint, you can contact Utilities Disputes on 0800 22 33 40 or go to www.utilitiesdisputes.co.nz. Utilities Disputes is a free and independent service for resolving complaints about utilities providers.
Please note that nothing specified here or in our process takes away any rights you may have under the Consumer Guarantees Act 1993, or your right to make a claim to a court or disputes tribunal, or your right to complain to Utilities Disputes at any time.
If you wish to seek independent advice you could consider: