Introduction
Powerpal has a customer focussed approach to its business and is committed to effective and efficient resolution of customer complaints and disputes.
This document is outlines the customer complaints and disputes management process for Powerpal and our subsidiary installation services business Energy Savers Victoria. Our staff at all levels understand and comply with the processes that are used to deal with customer complaints and disputes.
How to notify us of a complaint
Powerpal has a number of methods available to customers for notification of complaints including:
(a) Via our customer service inbox at support@powerpal.net
(b) Via our website at www.powerpal.net/contact by submitting an online form
(c) Our customer enquiry line on 1300 287 909
(d) By mail at Powerpal, Customer Experience, Suite 1, Level 1, 424 St Kilda Road, Melbourne, 3004, Victoria
The Handling of Complaints
Powerpal has a well-defined and documented complaints and disputes resolution process. The process is one that allows for continual improvement and ensures that all complaints are tracked and maintained in an efficient and effective way. Each of the steps is designed to allow for all types of complaint whether they are complicated or simple. Some of the steps may be removed if the nature of the enquiry is simple.
| Step 1 | Acknowledge the complaint in a timely manner |
| Step 2 | Assess the complaint and assign it a priority |
| Step 3 | Plan an investigation into the issue |
| Step 4 | Investigate the issue |
| Step 5 | Respond to the complaint and ensure that the decision is clear |
| Step 6 | Follow up any customer service concerns |
| Step 7 | Consider if there are any systemic issues and accurately report |
A copy of our full Complaints and Dispute Resolution Procedure is available on request.
Further help
Most matters can be resolved through our internal complaint process. We ask that you first provide us with the opportunity to explore all avenues in resolving your complaint.
However, if you are not satisfied with the handling of your complaint, you may wish to seek further assistance.
Consumer Affairs Victoria
Contact: 1300 558 181
Write to: Consumer Affairs Victoria, GPO Box 4567, Melbourne VIC 3001
Hours: (9am to 4pm AEST)
Web: https://www.consumer.vic.gov.au/contact-us
Essential Services Commission (ESC)
Contact: (03) 9032 1310
Write to: Level 8, 570 Bourke Street, Melbourne, Victoria, 3000
Email: veu@esc.vic.gov.au
Web: www.esc.vic.gov.au/contact-us
Summary
This document outlines how Powerpal receives, reports, tracks, acknowledges, assesses, investigates, responds, and communicates with our customers. A process of continual improvement is a one of the customer service pillars at Powerpal and the complaint and disputes management process ensures that information that is collected and is used to better improve our processes and procedures.
Powerpal strive to be transparent in their dealings with customers and use the guiding principles of being fair, responsive, and accessible to its customers.