Complaint policy

1.1 At a glance

This policy explains how we manage complaints.

1.2 Scope

This policy applies to complaints received from customers, consumers and their representatives.

1.3 Objective

Our policy provides a framework for the resolution of complaints received, how we manage complaints and how a complainant can escalate their complaint if they are dissatisfied with the outcome.

We aim to respond to all complaints in a prompt, efficient and fair manner and make all reasonable efforts to resolve the complaint to your satisfaction, ideally within the first point of contact. By allowing us the opportunity to help resolve your complaint, it will help us enhance future customer service standards and improve our products and services.

We do this by providing a solution or negotiating an agreed course of action. We'll respond to complaints in a prompt, efficient and fair manner and make all reasonable efforts to resolve the complaint to your satisfaction.

If it's not possible to fully investigate and resolve your complaint immediately, we'll give you an initial response within:

• two working days, if you've phoned or spoken directly to us
• five working days, if you've sent us an email or written a letter. We'll try to respond earlier by making direct contact with you.

Our initial response will be to either offer you a solution or explain our intended course of action to resolve your complaint.

To get an update on your complaint, you can email or call us. If your complaint relates to an account, billing or general matter or you are unsure, please contact 13 20 92 8am–5:30pm Monday to Friday (except public holidays). If your complaint relates to a service fault, particularly if the fault has gotten worse, please call 13 20 90 24/7.

If you're not happy with our solution, you can choose to have the complaint reviewed again by a manager.

The manager will review your case to ensure that a fair and just outcome is reached.

As stated in our Customer Contract, we may, at our reasonable discretion, refuse to entertain, respond to or deal with the same complaint again once an outcome has been reached. If new information is presented or circumstances have changed, we will investigate the matter as a new complaint.

If you remain dissatisfied with our response, you can contact an independent dispute resolution body such as the NSW Civil & Administrative Tribunal (NCAT), the Energy & Water Ombudsman NSW (EWON), or you can go through the judicial courts.

The process to lodge and escalate a complaint with us are:

Lodge your complaint

• Contact us to lodge your complaint.

Case management

• If your complaint can't be resolved in the first instance, it will be case managed to resolution.

First escalation step

• In the unlikely event that you are not satisfied with the outcome of your complaint, you can request a review by a manager.

External escalation

• If you are still not satisfied after our management review, you can then escalate to an independent dispute resolution body – EWON, NCAT or the judicial courts