Complaints Handling Procedure (CEC Compliant)

All complaints will be acknowledged in writing within 5 business days.

We will investigate and aim to resolve your complaint within 21 business days.

If additional time is required, we will keep you informed of progress.

If you are not satisfied with the outcome, you may escalate the complaint to:

• Clean Energy Council (CEC)
• Your state’s Office of Fair Trading / Consumer Affairs
• Australian Competition and Consumer Commission (ACCC)