Feedback and Complaints

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

Email:

complaint@gasnet.co.nz

Fax:

(06) 349 0135

Mail:

GasNet Limited

PO Box 7149

Whanganui 4541

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.

Acknowledgement

Any complaint will be acknowledged within two working days of its receipt.

Referral

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.

Progress Report

If your complaint is not resolved within seven working days we will provide you with a progress report.

Resolution

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.

Not Satisfied with the Resolution

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.

Your Rights

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:

• The Disputes Tribunal
• The Citizens Advice Bureau
• The Consumers Institute
• Utilities Disputes Limited
• The Privacy Commissioner (for privacy issues)
• The Commerce Commission (for fair trading issues)
• The Ministry of Consumer Affairs