Source: Utilities Disputes
More than 27,000 New Zealanders contacted Utilities Disputes last year for help with electricity, gas, water and telecommunications issues, as complaints reached record levels.
Utilities Disputes’ 2025/26 Annual Report shows formal complaints increased by 62% to 13,554. Despite the sharp rise, 93% of complaints were resolved within 10 days.
The increase continues a longer-term trend, with complaints rising more than 500% over the past five years.
Utilities Disputes Commissioner Neil Mallon says: “the increase in complaints is due to a combination of factors, including tough economic conditions, price increases and a willingness by consumers to take action when you don’t think you’re being treated fairly.”
“While many people see complaints as a negative, we see them as an opportunity to make a difference. With household budgets under pressure and utility costs rising, people are paying much closer attention to their bills and the service they receive. When something doesn’t seem right, we’re here to provide an independent, fair assessment.”
Utilities Disputes provides a free, fast and effective service to help resolve disputes between consumers and utility providers.
“Electricity, gas, telecommunications, or water are essentials we all rely on. It is vital kiwi consumers and providers can access a fair and independent channel to resolve complaints. By resolving disputes quickly and fairly, we help restore a consumer’s trust in their provider and give the provider the opportunity to demonstrate they take their customers’ concerns seriously, says Mr Mallon.”
Utilities Disputes also issued over 4,500 complaint summaries on behalf of utility consumers in the last year. These are short, succinct written accounts of the customer’s complaint and what needs to happen to address it, which lets the provider know what they need to do to get it sorted.
The most common issues raised by consumers involve complaints about a customer service issue (52%) including difficulties in getting through to the provider, as well as failures to act as agreed and poor complaint handling. Billing complaints were the second most common issue, raised in 47% of complaints, with complaints relating to affordability, unclear or disputed bills.
Mr Mallon says complaint data is one of the organisation’s most valuable tools for improving the utility sector.
“Every complaint tells a story. By identifying recurring issues and sharing what we learn with providers and regulators, we help drive improvements that benefit all New Zealand consumers. Resolving systemic issues lifts the level of service we all receive and is good for everyone – consumers and companies alike.”
Find out more about systemic insights here –
Background
Utilities Disputes is a free and independent dispute resolution service resolving consumer complaints about electricity, gas, water, and broadband installation on shared property. It has a simple and clear purpose – to sort complaints between utility providers and consumers through prevention and education. Our mission is to be fast, fair and effective.
Key facts
- Utilities Disputes is a free service for consumers
- 27,045 Kiwis contacted us to access our services
- 4,536 complaint summaries produced and sent to providers on behalf of customers
- 62% increase in the number of complaints compared to the previous financial year
- 13,554 complaints (8,536 in 2024-2025) which is 55 (rounded) per working day
- Most common complaint involves a customer service issue at 52%
- Second most common at 47% is billing
- Many complaints have multiple issues eg: billing and customer service