What do I do if I have a concern?
If you have an issue with your electricity supply, please contact us at firstname.lastname@example.org or
0800 4 FLICK. Normally, our customer experience staff will be able to resolve this issue for you.
If your problem cannot be resolved by contacting us, you can ask for it to be passed on to our
complaints resolution team. We will then continue to look at how we can help you with your
They will acknowledge your complaint in writing within two business days. The team will then
investigate your complaint and liaise with the rest of the team to try and resolve this for you.
They will keep you up to date with what is happening with the complaint and will get back to you
with an answer within 20 business days, or will provide reason within 20 business days of why
they may need more time.
If you would like to contact our complaints resolution team directly, please contact
What do I do if I am not happy with Flick’s proposed resolution?
We are part of the Energy Complaints Scheme operated by Utilities Disputes Limited. The
Scheme provides a free and independent service for resolving complaints about utilities
You can talk to Utilities Disputes about your complaint if you are not satisfied with the way we
propose to resolve your complaint, or if it has taken longer than 20 business days (or 40
business days if we give you good reason, in writing, of why we need more time to resolve the
You can contact them through www.utilitiesdisputes.co.nz or 0800 22 33 40. Further information
regarding the Energy Complaints Scheme and when you can refer your complaint to Utilities
Disputes Limited, is also available on their website