Feedback, Complaints and Dispute Resolution
At Alinta Energy, we are committed to delivering the highest level of customer service. We want to make sure you enjoy being a customer of Alinta Energy and would love your feedback, be it positive or negative. To help us to continue to improve our service, if you’re not happy with the service you’re receiving from us, please let our team know as soon as you can so we can start resolving it for you.
The way we work through any problems or complaints is by using our Customer Complaint Handling Process, which has been developed in accordance with AS ISO 10002-2006 Customer satisfaction – Guidelines for complaints handling in organisations
It’s really important for us to know if you’re unhappy or even just to take on your feedback, because we not only want happy customers, but we are also focused on the continuous improvement of our business. If we don’t know there’s an issue, we can’t fix it.
How to provide feedback or lodge a complaint
We encourage you to contact Alinta Energy directly in the first instance to enable a quick and effective resolution of any issues.
You can do this in a number of ways by:
- calling the team on 13 13 58 (Monday to Friday 8am to 5pm);
- sending an email to us at email@example.com
- logging your feedback on our website; or
- posting your comments to:
Locked Bag 55
Perth WA BC 6849
If you are deaf or have a hearing/speech impairment you can use the National Relay Service to contact us on the numbers below:
- TTY users should call 133 677 and ask for 13 13 58
- Speak and Listen users can call 1300 555 727 and ask for 13 13 58
Where a complaint is raised, Alinta Energy will address it in an equitable, objective and unbiased manner.
When to expect a response
We will acknowledge your enquiry, complaint or dispute as soon as possible but within 24 hours of receipt and will aim to resolve the enquiry within five business days from when we receive your feedback in a fair and reasonable manner. There may be times when we need a bit longer to find the answer or solution, but we will be sure to contact you within five business days to give you an update and let you know when we think we’ll find the answer or solution. We will also confirm how frequently you’d like to be updated moving forward. We will get back to you by phone unless you have told us you would prefer we respond some other way, such as in writing.
When we respond to your query or complaint, we will ask you to let us know whether you are satisfied with our response within 10 business days. If we don’t hear back from you within this time, we will assume the matter has been resolved satisfactorily.
Need to escalate a matter further?
At any time you can tell us that you wish to escalate a matter. If this happens we will refer your query or complaint to senior managers within our team. At this point we will also remind you of your right to refer the matter to the Western Australian Energy Ombudsman. The Energy Ombudsman is an independent external dispute resolution body which helps to mediate and resolve disputes between customers and electricity and gas companies.
You can contact the Energy Ombudsman for Western Australia using the details below: