Vhari McWha and Kieran Murray were commissioned by the Electricity and Gas Complaints Commissioner (EGCC) to advise on possible strategic responses to increased bundling of electricity and gas with other services, and changes in consumer expectations about Consumer Dispute Resolution (CDR) services. In order to effectively influence the policy debate, we developed some measures of the value of the EGCC and indicators of the efficiency of the organisation. We also considered the extent to which the EGCC and wider CDR landscape reflects the New Zealand economy and where there may be benefits in broadening the jurisdiction of the EGCC.