Complaints
Marlborough Lines in-house complaints process
If you feel you have been unfairly treated in your dealings with Marlborough Lines or its staff, in the first instance please contact us to discuss your concerns. Marlborough Lines’ in-house complaints process is free for customers to use.
If you have a concern, this is the process to follow:
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Please contact Marlborough Lines including details of your concern in relation to a service the company has provided.
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When the complaint has been received by Marlborough Lines we’ll provide acknowledgement within two days.
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Marlborough Lines will then investigate and endeavour to resolve your concern, where possible within seven working days, and advise in writing where appropriate.
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If, after 20 working days, a resolution is not achieved you’ll be advised and you may subsequently decide to take your concern to Utilities Disputes Ltd.
Utilities Disputes Ltd
Marlborough Lines is a member of Utilities Disputes Limited. Utilities Disputes offers a free and independent service to assess complaints that cannot be resolved between the complainant and the utility provider (MLL).
Utilities Disputes can be contacted at:
Free Phone: 0800 22 33 40
Email:
info@utilitiesdisputes.co.nz
Website:
www.utilitiesdisputes.co.nz