Complaints Policy

ChargeNet will consider, on a case-by-case basis, requests to refund orders or Vehicle Charging Services. If you are not satisfied with a refund decision, you may use our in-house complaints handling process.

ChargeNet’s in-house complaints handling process is free and simple for you to use. Your call to 0800 224 274 will be answered by our team who will endeavour to resolve your complaint directly.

Should you decide that your complaint has not adequately been dealt with, in the first instance, please email info@charge.net.nz or write to ChargeNet NZ Ltd, PO Box 302-446, North Harbour, Auckland 0751. Your complaint will be directed to the appropriate Company Director.

ChargeNet NZ Ltd is a member of the Utilities Disputes Commission and is required to comply with the terms contained in the Utilities Disputes’ Consumer Codes of Practice relating to the handling of complaints.

Should ChargeNet have been unable to resolve any complaint to your satisfaction or within a reasonable time frame, you may access free, independent advice by directing your complaint to: Utilities Disputes Commissioner Scheme, Freepost 192682, PO Box 5875, Lambton Quay, Wellington 6145. Freephone 0800 22 33 40. Find out more about your rights and the Utilities Disputes Scheme at www.utilitiesdisputes.co.nz.

You can also take your complaint to the Office of the Ombudsman, to the courts or the Disputes Tribunal.

Nothing in ChargeNet’s complaints process takes away any rights you may have under legislation.