LPE recognise the value of customer complaints as an important tool in managing customer expectations. LPE have adopted industry best practice and ensured that the customer complaints management process is compliant with the Australian Standard AS ISO 10002-2006 ‘Customer Satisfaction – Guidelines for complaints handling in organisations’.
- All complaints are recorded and dealt with in the strictest confidence.
- Each complaint is addressed in an equitable, objective, and unbiased manner. LPE recognises the need to be fair to both the complainant and any employee involved in the handling of the complaint.
- LPE has deployed the necessary resources to ensure that the complaints process operates effectively and efficiently and are managed by staff who are competent to deal with complaints that are received.
- LPE acknowledges a complaint within 1 business day of receival and resolves it within 5 business days of acknowledgement. We aim to resolve complex complaints within 20 business days of acknowledgment. LPE keeps complainants informed of the process and the progress of their complaint. The resolution of a complaint may take longer, if a third party is involved, or, if a more detailed investigation is required; however, updates will be provided every 5 business days. To make a complaint or dispute contact LPE on 1800 040 168 or email@example.com
What happens when a Complaint is made?
- LPE will accurately record the details of the complaint as part of LPE’s complaints management process, give it fair and genuine consideration and seek to achieve a fair outcome.
- Complaints are allocated to a complaints officer, for a single point of contact for the complainant.
- LPE will enquire into the complaint within a reasonable timeframe, having regard to the nature and complexity of the complaint.
- LPE will keep customers informed of any progress, at least every 5 business days.
- Upon review of the complaint, LPE will make any necessary changes to business operations to reduce the risk of further complaints.
What happens if the complainant is not satisfied with the outcome?
- If a complainant is dissatisfied with a decision, they can request to have their complaint reviewed by an LPE representative at a higher level to the initial LPE representative who handled the matter.
- If the complaint is not resolved to the customer’s satisfaction, the customer may take their complaint to the relevant external dispute resolution body (i.e. the relevant Ombudsman).
Energy and Water Ombudsman in each state is a free and independent service that can provide information, advice and assistance to a customer who feels any complaint is not satisfactorily dealt with.
All LPE’s customers have the right to contact the relevant Ombudsman: Energy & Water Ombudsman QLD (EWOQ) or Energy & Water Ombudsman NSW (EWON) at any time for independent advice and information.