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.
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.
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.