Jump to content

Forms, policies and terms

Complaints and disputes

We want to provide the best possible customer service. That means listening to, and understanding, your needs.

If you’re unhappy with any aspect of our service and have a complaint, please contact us first so we can resolve things as quickly as possible.

How to make a complaint

Select one of the following options:

  • Complete the online form
  • Call our Customer team on 0800 367 546
  • Write to us at Resolutions Team, The Lines Company, PO Box 281, Te Kūiti

Resolution process

We’ll do our best to resolve any complaint as smoothly and quickly as possible. If we receive a complaint we’ll acknowledge it within two working days. And our aim is to resolve complaints within 20 working days of receiving them.

Utilities disputes

If we’ve been unable to resolve your complaint, you can contact Utilities Disputes. This is a free, independent service for resolving gas and electricity service complaints.

For more information visit their website or call
0800 22 33 40.


If you have had damage to items due to an outage please complete the Claim Investigation form so we can review your claim.


Pricing policies

2016 Pricing Policy

New Pricing transition Discount


For pricing schedules and methodologies, please visit our Disclosures page.


Terms of service

Our terms of service apply to both residential and commercial premises. This means that parties to this agreement (as set out in the terms document below) maybe either individual people (or groups of people), or companies or other corporate entities.

Website terms and conditions

Use of our website is subject to the following terms and conditions of use and all applicable laws. By viewing and using the website you are deemed to agree to these terms and conditions of use without qualification. If you do not agree to be bound by these terms and conditions, you must stop accessing and using the website.

Our network code

Our network code outlines how The Lines Company manages and accommodates electrical loads and the technical requirements involved in doing so. It’s relevant to all our stakeholders including electricity retailers, contractors, developers, customers, consultants and advisors.

The code covers topics such as getting connected, the design and construction of our network, customer electrical installations, our service levels and network operation.