We’re dedicated to giving you the highest level of service and a dependable electricity supply. However, we know that sometimes you may not be completely happy with our work. If that happens, we want to hear about it so we can aim for continuous improvement.

On the other side of the coin, we’re proud of our people and the work they do and know there are times when our customers would like to be able to say thanks. Want to express your appreciation for a job well done? We’re all ears. Fill in the form to send us all the details.

Complaints and Concerns

We will always try to resolve your complaint or concern quickly and to everyone’s satisfaction.

Our in-house complaints-handling process is free for you to use, and a member of our Customer Care Team will deal with your complaint or enquiry directly.

You may use our complaints process at any time if you have:

  • a question or concern relating to Horizon Networks Limited
  • a problem or concern about our service
  • a question relating to electricity or Horizon Networks-owned equipment on your land
  • a land-related issue resulting from work being undertaken by us on your land

Please note if your enquiry relates to your electricity bill, you will need to contact your energy retailer directly.

Our Complaints and Concerns process:

We will acknowledge your complaint within two working days of receiving it, and advise you of the name and contact details of the Customer Care Team member responsible for investigating and resolving your complaint or concern.

We may need further information from you as we work to resolve your complaint, and you’re welcome to contact us at any time with further information, or for an update on the status of your complaint or concern.

We will endeavour to resolve your complaint or concern as quickly as possible, and if a lengthy investigation is required we will provide updates throughout the process.

If your complaint or concern is not resolved in this timeframe, we will provide you with an update and seek to resolve it within 20 working days.

Should the matter take longer to resolve, we will inform you of the reasons and, at all times, endeavour to keep you updated on progress.

Utilities Disputes

If you are dissatisfied with the outcome of your complaint, or if we have not resolved your complaint within 20 working days, you have the option of contacting Utilities Disputes. Circumstances where you may ask Utilities Disputes to consider your complaint before the 20 working days have passed are:

  • If Horizon Networks has made it clear we do not intend to do anything about the complaint;
  • If you suffer unreasonable harm from waiting any longer;
  • If it would otherwise be unjust for you to wait any longer.

Contact details for Utilities Disputes are:

Freepost 192682
PO Box 5875
Lambton Quay
Wellington 6145

Phone: 0800 223 340

Email: info@utilitiesdisputes.co.nz

Web:  www.utilitiesdisputes.co.nz

The Utilities Dispute scheme is free and independent.  It works to facilitate a resolution when other means have failed.

Horizon Networks is an active provider of Utilities Disputes and will deal with any complaints in accordance with the provider obligations with the Energy Complaints Scheme document.

You can also contact:
Citizens Advice Bureau
Community Law Centre
Disputes Tribunal

Your feedback is welcome and we would also love to hear from you if you would like to pass on your thanks to a Horizon Networks staff member for a job well done or to make a suggestion on how we can improve our services.

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