Complaints Policy

Introduction

Enact Energy has developed its customer complaint policy in accordance with AS ISO 10002:2006. Enact Energy is committed to providing good quality services to its customers and recognises the value of complaints as an important tool in monitoring customer
satisfaction.

Purpose

At Enact Energy our aim is to provide quality service and if an issue arises and the customer is not happy or we have not met their expectations then we have a process in place to deal with this in appropriate manner.

Our policy is to deal with all customer complaints in a professional and timely manner. Enact Energy will work with the complainant to establish a resolution that is fair to all parties and accurately reflects Enact´s Terms and Conditions and all relevant codes and guidelines.

Definition of a Complaint

The AS ISO 10002:2006 definition of a complaint is: "An expression of dissatisfaction made to an organisation, related to its products/ services, or the complaints handling process itself where a response or resolution is explicitly or implicitly expected".

Visibility and Accessibility

Enact´s complaint policy is available to all customers, contractors, employees and
regulatory bodies via:
• Enact´s websites – www.enactenergy.com.au / www.greenproject.com.au
• Enact´s call centre – 1800 442 443
• Enact head office – Suite 407/15 Lime St, Sydney, NSW 2000.
• On site installers

Complaints can be made:

• By letter – either through mail, facsimile or e-mail
• Verbally- either in person or over the phone
• Through comments and feedbacks on surveys and customer feedback forms
• Via regulatory body

Access to the complaint handling process is provided free of charge to all complainants.

Responsiveness and Timeliness

Ensuring that complaints are acknowledged and met in a timely and effective manner is a major factor in determining a satisfactory outcome. Enact Energy will ensure that all complaints are acknowledged within 2 working days of receipt of complaint.

Resolution will be sought within 5 working days of receiving the complaint. If it is considered that more time will be required to investigate the complaint, the customer will be kept informed of the progress of the investigation.

Objectivity and Confidentiality

All complaints will be addressed in an equitable, objective and unbiased manner. The complainant is encouraged to provide feedback on all actions taken by Enact on resolving the complaint.

Enact has appointed a complaints officer who will record all complaint details in a central repository. It will then be forwarded to the relevant department/staff member in the organisation to investigate and find resolution to the complaint. Any personally identifiable information will be made available only to those parties involved in the resolution process unless the complainant has expressly authorised its disclosure.

Investigation of Complaint

Enact will make every reasonable effort to investigate the complaint. It will liaise with its contractors, staff members and any other relevant parties to investigate the complaint and ensure a satisfactory outcome for the complainant. A record of all information relating to the investigation will be kept in the central repository and assigned to the
relevant complaint.

Resolution of Complaint

Following an appropriate investigation, Enact will advise the complainant as soon as it can the action or decision take in regards to the complaint. Enact will also take actions to prevent similar complaints occurring in the future.

Complainants will be advised of further avenues for review of their complaint if not satisfied with the resolution. This can be via the state regulatory bodies.

Accountability, Commitment and Promotion

All Enact Energy staff are required to understand and follow the policy when dealing with a complaint. Enact will continue to improve the complaints handling process. The complaints policy will be reviewed on an annual basis.

Complaints Officer contact:
Murray Ferguson
Phone: 1800 442 443
Email: info@greenproject.com.au
Address: Suite 407, 15 Lime Street, King Street Wharf, Sydney NSW 2000