Active Utilities Complaints

 

If you have an issue with your service, a general complaint or want to provide feedback, Active are here to listen and help. 

You can find Active’s Complaints Handling policy by clicking on the file link at the bottom of this page. This document has been developed to ensure that Active provides excellent customer service and governs how we handle complaints.

 

How to contact Active

Active are here to listen and help. You can contact Active through any of the following:

  • Call us at 1300 587 623
  • Email us at service@activeutilities.com.au
  • Write to us at Level 1, 3 Bristol Street, Essendon Fields VIC 3041
  • Fax us at 1300 587 624

Please also do not hesitate to click the contact us button on our website to send us a message.

 

What is Active’s guiding principles for handling your complaint?

In handling your complaint, Active will abide by the guiding principles for complaint handling set out in Australian Standard AS ISO 10002–2006. Those guiding principles are:

  • Visibility
  • Accessibility
  • Responsiveness
  • Objectivity
  • Confidentiality
  • Customer-focused approach
  • Accountability
  • Continual improvement

 

For more information on how Active will handle your complaint, please see Active’s Complaints Handling policy by clicking on the file link at the bottom of this page.

 

If you’re not satisfied

Active strongly encourage all customers to contact us directly in the first instance to allow us the opportunity to rectify any issues. If your complaint is still not resolved, Active suggest contacting the relevant Ombudsman in your state or territory. Your relevant Ombudsman details can be found in Active’s Complaints Handling policy by clicking on the file link at the bottom of this page.

 

Nothing in our complaints process takes away any rights you may have under legislation, or your right to make a claim to a court or disputes tribunal, or your right to complain to The Energy and Water Ombudsman at any time.