Your feedback is very important to us.
We take your complaints very seriously.
We make more than 1 million deliveries each year. Over 99% of them occur without any problems.
However, on the rare occasion something may go wrong. When it does, we try to resolve the problem as quickly as possible.
Our sincere apology if this has happened to you.
If you have a problem or complaint the Elgas Complaints Resolution process is free for consumers to use and you have a number of options:
1. You can call 0800 435 427.
This will automatically connect you with your local branch during normal business hours.
Our customer service operators will do their best to help you and try to resolve your problem immediately.
2. If you prefer to submit your compliant in writing or after-hours, you can do so by completing the form below.
Our customer service staff will do their best to help you and try to resolve your problem immediately.
In either case, we will acknowledge your initial complaint in writing within 2 business days after we receive it, if we cannot resolve it right away.
3. If you are not satisfied with the initial resolution or you haven’t received a satisfactory response after 7 business days, you can ask to discuss your problem with a Region Manager.
Region Managers are empowered to solve virtually any problem on the spot.
4. Under the Electricity Gas Complaints Commission (E.G.C.C.) scheme, companies have 20 working days to resolve complaints or request additional time.
If you are still not happy with our final proposed solution or we have taken longer than 40 working days, you can contact the Gas Complaints Commissioner on 0800 22 33 40 or via www.egcomplaints.co.nz .
This is a free independent dispute resolution service.
Please submit your problem or complaint here:
Please make sure you include your 10 digit Elgas account number so we can respond promptly.