Formal Complaints Introduction

KESOL administers a Code of Professional and Ethical Conduct which governs how complaints about employees, staff or contractors can be investigated. If complaints are upheld, and if warranted, disciplinary action can be taken.

In the first instance the complaint should always be referred directly to the department manager who the complaint is made against. If the complainant then feels that the complaint has not been satisfactorily resolved, then the complainant can formally refer the complaint to KESOL.

How to make a complaint

A complaint against a KESOL staff member must be in writing, include a time frame of events and copies of relevant documents. Typically, complaints are made on the basis that the staff member has breached the Company’s Code of Professional and Ethical Conduct, the Code of Practice, or the Telemarketing Code.

There are two ways to make a complaint. You can either make a written complaint and send it to us via email or post, or you can fill out a form here. If you wish to attach documents, please contact us via email or post. You may make a complaint on someone else’s behalf.

Please include:

1. The complainant’s name and contact details
2. The name of the people involved from KESOL Ltd, and the suburb and city in which the events occurred.
3. An outline of the nature of the complaint. Please let us know what the problem is in as much detail as possible.
4. If known, please specify the provision of the Code of Practice, Code of Conduct, or Telemarketing Code which has been breached.

Before you submit your complaint

In the first instance call us on 0800 555 107 to discuss your concerns or you can email us at: complaints@kiwienergysolutions.co.nz

Address for complaints

Or to send us a written complaint, please address it to:

The Complaints Officer
Kiwi Energy Solutions 
PO Box 5233
Papanui 8542
Christchurch

Complaints process

Complaints must be lodged within 6 months of any alleged incident.

All complainants will be advised as soon as possible whether the complaint is upheld and notified of any disciplinary action or system changes administered.

All complaints and subsequent investigations with results are recorded on the KESOL Complaint Register as per our Code of Practice and Guidelines