ActewAGL's complaint handling procedure — summary
It is ActewAGL's policy to:
- receive complaints by telephone, facsimile, email or letter
- resolve your complaint as soon as reasonably possible
- deal with your complaints professionally, efficiently and fairly
- keep you advised of progress or changes
- discuss with you any cost that may be associated prior to undertaking any action
- provide reasons for all of our decisions
- learn from your feedback and improve ActewAGL's service and product delivery
- treat all customers with courtesy and respect.
ActewAGL's complaint handling process
When ActewAGL receives a complaint the complaint will be registered and immediately assigned to a complaints officer to arrange investigation, action and resolution.
ActewAGL is required by the Utilities Act 2000 and the Consumer Protection Code to respond to ACT complaints within a prescribed time period:
- ActewAGL will acknowledge the complaint within 10 working days (by direct or telephone contact or in writing)
- ActewAGL will respond to the complaint, describing the proposed course of action, within 20 working days (by direct or telephone contact or in writing).
If you are dissatisfied with ActewAGL's decision about your complaint you can ask for reconsideration by a higher level of ActewAGL management.
If you are dissatisfied after the reconsideration, you have a right of review. For events that have taken place in the ACT, you can ask for review by the Energy and Water Consumer Council and for events in NSW, by the Energy and Water Ombudsman of NSW.
Your responsibilities
To help ActewAGL respond to your complaint, it is your responsibility:
- to clearly identify the issues of complaint and to provide any relevant supporting information and documents
- where possible, to let us know what kind of result or outcome you are hoping to receive
- to advise us promptly if recent circumstances change your need for a complaint to be assessed
- to treat all ActewAGL officers with courtesy and respect.
Our Customer Liaison may be contacted by telephone on 6248 3519, by facsimile on 6248 3865, or in writing to Customer Liaison, GPO Box 366, Canberra City, ACT, 2601.