Complaints and Dispute Resolution Policy
Complaints
b.energy recognises that whilst it strives for operational excellence and exceptional customer experience, which is a hallmark of our business and our people, for time to time, our customers will have some dissatisfaction with our services.
For those occasions where our customers are dissatisfied, b.energy is committed to being responsive to those needs and concerns.
What can you expect
Firstly, b.energy is here to help you.
Secondly, our customers are valued, so too is your concern.
Thirdly, b.energy will resolve your concern promptly.
Whilst we don’t have many concerns or complaints, your concern may in fact make us an even better company. We’re not perfect but strive to be so in all that we do.
Assurance
Rest assured, your concern will remain private and confidential.
b.energy treats all our customers’ information in accordance with The Privacy Act 1988 (Privacy Act) and Australian Privacy Principles.
b.energy also has a complaint handling policy and procedure that conforms to Standards Australia ISO 10002-2006 Customer Satisfaction guidelines for complaints handling in organisations.
b.energy has invested in company workflow to manage a complaint from its initiation to its resolution.
Further, b.energy will independently seek feedback on your satisfaction. This may help us to serve you even better.
How to raise your concern
We make it easy to reach us.
Call us |
1300 761 390 |
Send an email |
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Visit us on the web |
Click to our Complaints Form: Complaints Form
Write to us |
b.energy Postal Address: PO Box 429, South Melbourne VIC 3205 |
How else to raise your concern?
If for whatever reason, you are still not satisfied, you may raise your concern with the Ombudsman, who will be your External Dispute Handling body.
What we need to help you
b.energy is friendly, so don’t worry, our great people will help you through what we may need.
Firstly, it is important that we can identify you as our valued customer. Your b.energy Account Number, Invoice Number, Supply Address or Meter Identifier are helpful.
Secondly, it’s important that we understand your concern and your preference as to how to resolve.
Thirdly, we will agree with you what else we might need to help you and importantly, to agree when and how to contact you on resolving your concern.
How long will it take to resolve a concern?
Most concerns we expect to resolve at the time of you making contact. If not, please allow up to 5 working days.
Should for whatever reason, it may take longer, the responsible person managing your concern will let you know. It will not be a surprise.
Contacting the Ombudsman
All our customers have the right to contact the Energy Ombudsman at any time for independent advice and assistance. However, we do hope you will contact us directly to allow us to opportunity to rectify any issues.
This option provides you with an independent review.
Remember, your local Ombudsman operates Monday to Friday during normal business hours.
Australian Capital Territory ACT Civil and Administrative Tribunal Mail: GPO Box 370, Canberra ACT 2601 Phone: (02) 6207 1740 |
New South Wales Energy and Water Ombudsman NSW Mail: Reply Paid 86550, Sydney South NSW 1234 Phone: 1800 246 545 |
Victoria Energy and Water Ombudsman Victoria Mail: Reply Paid 469, Melbourne VIC 8060 Phone: 1800 500 509 |
South Australia Energy and Water Ombudsman SA Mail: GPO Box 2947, Adelaide SA 5001 Phone: 1800 665 565 |
Queensland Energy and Water Ombudsman Queensland Mail: PO Box 3640, South Brisbane QLD 4101 Phone: 1800 662 837 |
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How to Contact us
You can contact b.energy about a complaints-related issue by phone, post or by emailing us.
Phone:
1300 761 390
Mon to Fri - 8:30AM to 5:30PM AEST
Email:
complaints@benergy.net.au
Post:
PO Box 429
South Melbourne, VIC 3205