Building A Sustainable World Powered By Renewable Energy
We, Alphabet Energy strive to ensure we put customers first. As an understanding provider our commitment to you is to handle any issues with a solution in mind. This policy is intended to ensure that we handle complaints fairly, effectively.
Our complaint management system is intended to:
• Enable us to respond to issues raised by people making complaints a timely and cost-effective way
• Boost public confidence in our administrative process, and
• Provide information that can be used by us to deliver quality improvements in our products, services, staff and complaint handling.
This policy provides guidance to all our staff and people who wish to make a complaint on the key principles and concepts of our complaint management system.
All staff understand and comply with Alphabet Energy complaint handling practices under followings,
• Treat all people with respect, including people who make complaints.
• Be aware of Alphabet Energy complaint handling policies and procedures.
• Assist people who wish to make complaints access the Alphabet Energy complaints process.
• Be alert to complaints and assist staff handling complaints resolve matters promptly.
• Provide feedback to management on issues arising from complaints.
• Implement changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management.
We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, products and complaint handling.
• Provided with information about our complaint handling process
• Provided with multiples and accessible ways to make complaints
• Listened to, treated with respect by staff and actively involved in the complaint process where possible and appropriate, and
• Provided with reasons for our decision/s and any options for redress or review
• Each complaint holds its own complexity, our aim to solve each complaint in 21 days. If for any reason the complaint requires a longer time to reach a solution, our team will keep you updated throughout the process
• If, by chance, you are not happy with how your complaint has been solved, we will review with you and handle it at the next level of management within our company.
We aim to resolve complaints at the first level, the frontline. Wherever possible staff will be adequately equipped to respond to complaints, including being given appropriate authority, training and supervision. Where this is not possible, we may decide to escalate the complaint to a more senior officer within Alphabet Energy
Contact Us
If you need to submit a complaint or check the progress of an already submitted complaint, please
don’t hesitate to get in touch with us.
Minor Complaints
Please direct through to our Customer Service Team
info@alphabetenergy.com.au
Major Complaints
To be handled at next level of Management
Rohan Marianayagam (Technical Director)
rohan@alphabetenergy.com.au
+61 450 719 736
Delain Gunewardena (Client Relationship Direction)
delain@alphabetenergy.com.au
+61 480 270 174
Monitoring of the Complaint Management System
We will continually monitor our complaint management system to:
• ensure its effectiveness in responding to and resolving complaints, and
• identify and correct deficiencies in the operation of the system.
Unresolved Complaints
In the unlikely circumstances that a resolution has not been reached internally, the below external organizations may be contacted.
VIC: Consumer Affairs
1300 558 181
http://www.consumer.vic.gov.au
SA: Consumer and Business Services
13 18 82
https://www.cbs.sa.gov.au
NSW: Fair Trading
13 32 20
https://www.fairtrading.nsw.gov.au/
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