Consumer Contact Centre 2026

Description

RFx ID: 33310387 Organisation: Electricity Authority Open date: Friday, 16 January 2026 4:00 PM +13:00 Close date: Friday, 13 February 2026 3:00 PM +13:00 Categories: 83111500 - Local and long distance telephone communications Region: New Zealand Overview: The Authority’s statutory functions include monitoring compliance with the Code and investigating and enforcing compliance (Electricity Industry Act 2010, sections 16(c) and (d)). One key avenue is receiving information from consumers about whether electricity participants are complying with the mandated Consumer Care Obligations (CCO)s. A dedicated phone line is the primary channel for these notifications, and we are committed to providing a high-quality, empathetic customer-care experience. We are therefore seeking a scalable Contact Centre service to manage calls made to a dedicated phone line (0800 number), starting on 3 April 2026. The professional Contact Centre service will manage inbound calls from consumers, advocates, and representatives reporting potential breaches of the CCOs. On occasion, the Contact Centre must be available to assist the Authority with receiving calls and contacting consumers as part of the trader default process. The service must be scalable, responsive to variable demand, and deliver accurate, timely reporting and insights.