Hassled by sales people?

You may have been called by telemarketers asking you to switch providers of power or phone. Pushy door-to-door sales people are still walking the streets too. Here are things you can do if they go too far.

Have you or someone you know been switched to an energy or phone provider without proper consent? Were you expecting to see some paperwork before you decided? If you feel you've been pushed into a move you don't want, you can change it.

Switching energy companies

It's good to check that your electricity and/or gas supplier is still giving you the best deal. Sales consultants can promise big savings, but check they aren't the result of a short-term deal that will soon leave you worse off.  Ask if they have price rises planned. Some companies use outside marketers, who can be too keen to get their commission.  

Websites like Powerswitch can give you full and impartial information.  

Usually you will be asked to look at an old bill so you can compare tariffs etc. But don't tell them the unique ICP (Installation Control Point) number on it. This is the key - don't give this out if you don't want to be switched! You can ask to receive more information through the mail before you decide.

Of course, if you are happy to swap providers over the phone, then go for it! But don't give financial details out over the phone.

The change-over 

This should be seamless and done by the electricity companies. You shouldn't have to do anything.

Sometimes your old/existing company will contact you to confirm that you do want to switch, and sometimes even offer you money or benefits to stay with them. You can accept and call off the switch – your old company will liaise with the new company.

Your original company doesn't have to contact you, but they must work with the new company - and switch you within 23 business days from the first notification (new legislation reduces this timeline considerably). Then it should all go ahead smoothly.

See  the Electricity Commission's Electricity Governance rules and Powerswitch, the free website for price comparisons.

The Office of the Electricity and Gas Complaints Commissioner

If you are not happy with the way you have been switched to the new provider (or the actions of your old company); you should make a complaint to the relevant company. If you're still not happy with their response, contact the free Electricity and Gas Complaints Commission.

Switching telephone companies over the phone

Sales people may convince you to change your phone, national toll call provider, international toll provider, internet provider, or the lot.  Believe it or not, there are no rules or regulations!  

So, if you think you've been pushed into a bad deal –

• complain to the company you have been switched over to if you haven't agreed - for example, you asked them to send some information to you before you decided.
• complain to the company you were switched from.

If you feel you were misled about the prices or terms of your contract with the company, then you should complain to the company, making sure that it is logged as a complaint. If this was done in a deliberately misleading way, you can contact the Commerce Commission on 0800 943 600 or www.comcom.govt.nz

Some telephone companies are members of the free Telecommunication Dispute Resolution (TDR) service. TDR is a free and independent service to help work out disputes. Call 0508 98 98 98

> READ the NZ Herald article "Mum bullied into switching phone companies" 

Resources

> VISIT the Office of the Electricity and Gas Complaints Commissioner  Freephone 0800 22 33 40

> VISIT ComplaintLine, a gateway website for disputes resolution and investigation agencies

Acknowledgment

Thank you to Consumer NZ for providing information in this article.