This policy is to ensure that complaints are handled fairly, efficiently and effectively. This policy tells you how to make a complaint and what you can expect from us.
Complaints can be made to us by residents, or energy account holders, who are dissatisfied with our energy services. This can include:
We handle complaints fairly, efficiently, effectively and in line with this policy. We will not take action against you or any other resident just because you have made a complaint, or because someone else has made a complaint on your behalf.
There are a number of ways to submit a complaint related to your energy supply or account. Complaints should include the nature of your complaint and the resolution that you are seeking.
Complaints can be made as follows:
All our staff are trained to follow our complaints policy and procedure.
When we receive a complaint, we will:
We value complaints and we are committed to learning from complaints to improve our business. If you think we could improve the way we deal with complaints, please let us know.
To resolve your complaint, we may need to consider:
We may also need to consider the requirements of other laws in NSW such as:
We will do our best to address the issue that has caused your complaint. If you are not satisfied with the outcome from your complaint, we will explain what actions we took and provide you with reasons for any decisions made.
From time to time, it may be necessary for us to discuss your complaint with another organisation to resolve the issue. Please let us know immediately if you do not want us to discuss your personal information, or if you want your complaint to be confidential.
We are committed to treating all our customers with respect and involving you in finding the best outcome to your complaint. We expect you to treat our staff in a respectful and polite manner. We also ask that you work cooperatively with us to resolve your complaint.
If you are not satisfied with the outcome to your complaint, we will tell you about other options available to you, including:
All our residents have the right to contact the Energy & Water Ombudsman NSW (EWON), including to lodge a complaint or for free independent information and advice. EWON is the government approved dispute resolution scheme for New South Wales energy customers. EWON receives, investigates and resolves customer complaints and disputes.
EWON’s contact details are:
Energy & Water Ombudsman NSW
Freecall 1800 246 545
Post Reply Paid 86550, Sydney South NSW 1234