Eastland Network Limited Resolution Process
Have concerns or unsure what to do?
If you have problems or concerns regarding your electricity account then please contact your electricity retailer first. Make sure to have a recent copy of your electricity account to hand when you contact your electricity retailer, as they may ask you for this when you call them. A list of electricity retailers that operate in the Gisborne and Wairoa areas are:
| Contact Energy Limited | http://www.contactenergy.co.nz or phone 0800 80 9000 |
| TrustPower Limited | http://www.trustpower.co.nz or phone 0800 878 787 |
| Meridian Energy | http://www.meridianenergy.co.nz or phone 0800 496 496 |
| Mighty River Power | http://www.mightyriverpower.co.nz or phone 0800 232 858 |
| Genesis Energy Limited | https://www.genesisenergy.co.nz or phone 0800 300 400 |
| Mercury Energy Ltd | http://www.mercury.co.nz or phone 0800 101 810 |
| Simply Energy | http://www.simplyenergy.co.nz/ or phone 0508 474 675 |
| Energy Direct | http://www.energydirectnz.co.nz/ or phone 0800 567 777 |
| Pulse Energy | http://www.pulseenergy.co.nz or phone 0800 785 733 |
Please note that retailers enter and leave the market from time to time and contact details may change to reflect this. The information supplied above is our best endeavour to assist you in contacting your electricity retailer directly.
Concerns with a service received from Eastland Network Limited
If you have a concern relating to services that you have received from Eastland Network Limited, then please contact us through one of the options below. To assist you, we have documented our resolution process below, or you can download it here.
| Phone | (06) 869-0700 (8am to 5pm weekdays) |
| Fax | (06) 867 8563 |
| Post | Customer Services 172 Carnarvon Street PO Box 1048 GISBORNE 4040 |
| info@eastland.co.nz |
Eastland Network Limited Resolution Process
At Eastland Network, we are committed to providing a high standard of service.
There may be times where you have a concern with a service or activity carried out by us and, should this arise, we will endeavour to resolve your concern in an effective and timely manner.
Step 1 Contact us
Once you have notified us of your concern, a customer services representative will contact you to discuss your concern. Concerns can often be resolved over the phone, but if the concern is of a complicated or detailed nature it can be useful to present it in writing. You can download our resolution process and additional helpful information from the document library.
Step 2 Acknowledgement
Within two working days of you contacting us, we will acknowledge your concern in writing, and will advise you of the name and contact details of the person who will be working toward a resolution with you.
Step 3 Resolution
As we investigate your concern we will advise you on the progress of the investigation and any proposed resolution within seven working days of you first contacting us. While we have a target of twenty working days, or less, to achieve full resolution, some complex concerns may take longer and, in the event that additional time is needed, we will contact you directly to discuss an extension of time. At the completion of our investigations, we will discuss any potential resolution with you directly.
Independent resolution
If we are unable to resolve your concern through our resolution process, then you have the option of contacting the Electricity and Gas Complaints Commission who are an independent body that can help facilitate a resolution. They can be contacted at:
Electricity and Gas Complaints Commission
Freepost 192682
PO Box 5875
Lambton Quay
Wellington 6145
web: Electricity and Gas Complaints Commission
