Ombudsman pleased with resolution for Papakura’s Veolia Water customers

The Ombudsman has helped give Veolia Water’s Papakura customers access to a specialist independent disputes service to help resolve their complaints.

Privately owned Veolia operates the retail water and wastewater infrastructure in Papakura under a franchise agreement with Auckland Council owned Watercare.

Chief Ombudsman John Allen says over the past few years, the Ombudsman’s office has received complaints and concerns from Papakura residents about Veolia’s billing and water meter readings. 

“We could not refer the complaints to the independent Utilities Disputes scheme, which helps customers resolve concerns and disputes they might have about their water services, because Veolia was not part of the scheme,” Mr Allen says.

“It seemed unfair that people in neighbouring suburbs had access to the Utilities Disputes scheme while Papakura residents didn’t have the same rights simply because their water services came from a different retailer.

“We started an investigation because we were concerned people were getting treated differently based purely on where they lived.

“I am very pleased to say that the matter was resolved when Veolia agreed to join the Utilities Disputes water complaints scheme.

“Veolia joining Utilities Disputes will provide its customers in Papakura with recourse to an independent dispute resolution service with specific industry expertise to resolve any disputes that might arise.

“I am heartened by this outcome and commend all parties involved in working towards a fair and equitable resolution.”