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Complaint Policy

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Customer Complaint Handling Procedure

1. Introduction

Electrogreen is committed to taking all feedback, in particular all complaints that we receive, seriously. We believe that dealing appropriately with a complaint provides an opportunity for us to improve our services and promotes ethical and consumer friendly businesses practices in a transparent manner.

Whilst we aim to deliver the highest level of professionalism and quality to all our customers, we understand that problems can arise. We are committed to resolving any issue along the way to encourage active consumer feedback and engagement.

The purpose of this Complaints Policy is to demonstrate our commitment to resolve complaints, and to detail the ways in which consumers can bring their concerns to our attention. This Policy assist us, our directors and representatives, to resolve complaints in an efficient, effective, and professional manner.

2. Resolving Complaints

We have designed a complaints handling process that satisfies Essential Elements of Effective Complaints Handling as set out in the Australian Standard AS ISO 10002-2006 Customer Satisfaction – Guidelines for complaints handling in organizations.

3. Our Objective

Our complaints handling process aims to:

  • increase the level of consumer satisfaction with the delivery of services;
  • recognise, promote and protect the rights of consumers;
  • provide an efficient, fair and accessible mechanism for resolving consumer complaints;
  • provide information to consumers on the complaints handling process for the services provided by us; and
  • monitor complaints to improve the quality of the services provided by us.

4. Definition of a Complaint

We adopt the definition of a ‘complaint’ from ASO ISO 10002-2006:

An expression of dissatisfaction made to an organisation, related to its products, or the complaints–handling process itself, where a response or resolution is explicitly or implicitly expected

5. Making a Complaint

If you are dissatisfied or have a complaint relating to a system, our staff, installation, its design or our services, please provide us with the following information to help us investigate and resolve your complaint effectively:

  • your full name, address and contact phone number(s);
  • the subject of the complaint (if applicable);
  • a description of your complaint;
  • any additional documentation or information that may support your complaint and assist us to resolve it; and
  • advise how you would like your complaint to be resolved.

You can make a complaint to us by:

We will handle your complaint in accordance with our standard complaints procedures. If you require a translator, please telephone the Interpreting and Translating Centre 1800 280 203.

We are bound by the CEC Solar Retailer Code of Conduct, and these procedures will comply with the Code, and with the Australian Standard on Complaints Handling AS ISO 10002-2006.

Where possible, complaints should be made in writing so that the details of the complaint are clear and complete and so that we may more effectively deal with the complaint.

If you require any assistance in formulating or lodging a complaint, please contact us at the contact details set out above. Our complaints handling process will be reviewed periodically to enhance our delivery of efficient and effective outcomes in respect of complaints received.

6. Stage 1 – Frontline Resolution

We always try to resolve the complaint quickly and to the customer’s satisfaction wherever possible by following the below:

  • Recording the complaint.
  • Analysing the complaint to best understand the expected outcome for the customer.
  • Try to provide a resolution straight away (if possible to the satisfaction of the customer).
  • Provide a decision on the complaint in writing within 21 working days of when the complaint was made in writing.

If for any reason the complaint resolution isn’t going as fast as we set out to, we will make sure that we communicate the need for more time with you and resolve the complaint within 45 days of the initial complaint. This will now be escalated to Stage 2 of our complaint handling procedure.

If the complaint is resolved to the customer’s satisfaction, the complaint is closed and outcome is recorded.

7. Stage 2 – Complaint

  • Investigate where the complainant is still dissatisfied after communication of decision at Stage 1.
  • Investigate where the complaint is particularly complex or will require detailed investigation.
  • Send acknowledgment within three working days upon escalation.
  • Provide a decision as soon as 10 working days, unless there is a clear reason for extending this timescale and in such cases, the customer is informed about the delays.
  • Communicate the decision in writing, if the customer is satisfied with the outcome, Complaint is closed and outcome is recorded.

If you are still not satisfied

If you are not satisfied with the outcome of your complaint, you can refer the complaint with the relevant Fair Trading or Consumer Affairs office in your state or territory, the ACCC and the Clean Energy Council, as follows:

ACT:   Office of Regulatory Services             T. (02) 6207 0400

GPO Box 158 Canberra                     ors.act.gov.au

ACT 2601

NSW:  Fair Trading                                        T. 13 32 20

PO Box 972                                  fairtrading.nsw.gov.au

Parramatta NSW 2124

NT:      Consumer Affairs                                T. 1800 019 319

GPO Box 1722                              consumeraffairs.nt.gov.au

Darwin NT 0801

Australian Competition                       T. 1300 302 502

& Consumer Commission                   accc.gov.au

GPO Box 3131

Canberra ACT 2601

QLD:   Queensland Office of Fair Trading     T. 13 13 04

GPO Box 3111                             fairtrading.qld.gov.au

Brisbane QLD 4001

VIC:     Victoria Consumer Affairs Victoria     T. 1300 55 81 81

GPO Box 123                               consumer.vic.gov.au

Melbourne 3001

SA:      Consumer & Business Services         T. (08) 8204 9777

GPO Box 1719                                   ocba.sa.gov.au

Adelaide SA 5001

WA:     Department of Commerce                  T. 1300 30 40 54

Consumer Protection                          commerce.wa.gov.au

Locked Bag 14

Cloisters Square WA 6850

TAS:    Office of Consumer Affairs                 T. 1300 654 499

& Fair Trading                                     consumer.tas.gov.au

GPO Box 1244

Hobart TAS 7001

Other Bodies:     Clean Energy Regulator ret.cleanenergyregulator.gov.au

Australian Competition and Consumer Commission http://accc.gov.au

Guiding Principle for effective handling of complaints

We abide by the principles set out in section 4 of AS ISO 10002-2006 for effective handling of complaints.  The guiding principles set out at section 4 of AS ISO 10002-2006 are as follows:

Principle Explanation of Principle
Visibility Information about how and where to complain should be well publicised to customers, clients, our personnel and other interested parties.  This policy is available on our website and also internally.
Accessibility The complaints-handling process as outlined in this policy should be easily accessible to complainants and our relevant representatives.  This policy is drawn in a manner that is easy to understand and sets out simply the process of making and resolving of complaints.
Responsiveness Receipt of each complaint is acknowledged to the complainant immediately.  Complaints will be addressed promptly in accordance with their urgency.  Complaints will be handled in an efficient and effective manner and complainants will be treated courteously and kept informed of the process of the complaint through the complaints-handling process.
Objectivity Each complaint will be addressed in an equitable, objective and unbiased manner through the complaints-handling process.
Charges The complaints-handling process is free of charge to the complainant.
Confidentiality Personally identifiable information concerning the complainant is actively protected from disclosure unless the complainant expressly consents to its disclosure.
Customer-focused approach We committed to adopting a customer-focused approach to dealing with complaints.  We are open to feedback, including in respect of the form of complaints and we acknowledge the right of our customers and clients to complain.
Accountability We accept responsibility for effective complaints handling procedures, including being accountable for and reporting on the actions and our decisions in respect to complaints handling.
Continual improvement We are committed to continually improving its complaints-handling processes.
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