As a KCE customer, we’ll always do everything we can to resolve your issues quickly and fairly.
If you have any concerns or feedback on how we can improve our service, you can:
- Phone our customer service team on 0800 523 637
- Email us at enquiry@kce.co.nz
- Contact us online
- Write to us:KCE, PO Box 363, Taumarunui 3496
We may request for your complaint to be put in writing so we can manage it in the best possible way.
What happens if I make a complaint?
Customer complaints are received by our customer service team. We do our best to resolve complaints immediately when we can. The complaint and resolution will be noted on your account.
If we can’t resolve your complaint straight away, we will acknowledge your complaint within two working days and work to resolve it within seven working days. We will keep you updated on how we are getting on resolving the issue.
If your complaint is more complex, requires further investigation and/or involves other parties, the complaint may take up to 20 days to resolve. Again, we will keep you updated on how we are getting on resolving the issue.
We will notify you in writing if there is a good reason for a complaint to take up to 40 days to resolve.
If we are unable to resolve your complaint, you can contact the Electricity and Gas Complaints Commissioner on 0800 22 33 40 or visit www.egcomplaints.co.nz for a free and independent dispute resolution service.