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.
- Personal information of the complainant is accessed only as necessary, and only for the purposes of addressing the complaint. All personal information is treated by LPE consistent with its obligations under the Privacy Act 1988 and LPE’s Privacy Policy.
- 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 complaints@localityenergy.com.au
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.
- LPE will treat the complaint respectfully and handle all personal information in accordance with the Privacy Act and LPE’s Privacy Policy.
- 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).
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.
Energy and Water Ombudsman Queensland
Mail: PO 3640, South Brisbane BC, QLD 4101
Phone: 1800 662 837 Fax: (07) 3087 9477
Email: complaints@ewoq.com.au or info@ewoq.com.au
Web: www.ewoq.com.au
Energy and Water Ombudsman NSW
Mail: Reply Paid 86550, Sydney South NSW 1234
Phone: 1800 246 545 Fax: 1800 812 291
Email: complaints@ewon.com.au
Web: www.ewon.com.au
