COMPLAINTS AND DISPUTE RESOLUTION

If something has gone wrong or you are dissatisfied with our service, please let us know. We will listen to your concerns, investigate the issue and work with you to find an appropriate resolution.

You will not be disadvantaged or treated differently because you make a complaint.

What is a complaint?

A complaint is any expression of dissatisfaction about our products, services, decisions, actions or the way we have handled an issue.

You do not need to use the word “complaint” for us to treat your concern as one.

How to make a complaint

You can make a complaint verbally or in writing using any of the following methods:

Call: 1300 587 623
Email: service@activeutilities.com.au
Write: Level 2, 3 Bristol Street, Essendon Fields VIC 3041
Fax: 1300 587 624
Online: Use the Contact Us form on our website.

Where possible, please provide:

  • your name and account number;
  • details of your concern;
  • any relevant supporting information; and
  • the outcome you are seeking.

You do not need to provide all this information before making a complaint. If you need help explaining or lodging your complaint, please let us know.

You may nominate a representative or support person to make or assist with a complaint on your behalf. We may need your permission before discussing your account with that person.

There is no charge for making a complaint.

 

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If you would like to speak to us in a language other than English:

  1. Call TIS National on 131 450.
  2. Tell them the language you speak.
  3. Ask them to call Active Utilities on 1300 587 623.

An interpreter will help you speak with us.

For more information, visit the TIS National website.

Help with hearing or speaking

If you are deaf, hard of hearing or find it difficult to speak over the phone, you can use the National Relay Service to contact us.

Ask the service to connect you to Active Utilities on 1300 587 623.

 

What happens after you make a complaint?

We will:

  • acknowledge and record your complaint;
  • treat you with respect;
  • consider your complaint fairly and objectively;
  • investigate your concerns;
  • keep you informed about the progress of your complaint;
  • respond within the applicable regulatory and policy timeframes;
  • let you know if we need more information or additional time;
  • explain the outcome of our investigation and the reasons for our decision; and
  • tell you about any further review or external dispute resolution options available.

We will handle your personal information in accordance with applicable privacy laws and our Privacy Policy.

The time needed to resolve a complaint may depend on its nature and complexity. We will aim to resolve your complaint as soon as reasonably possible and keep you informed if there is a delay.

 

If you are not satisfied with our response

If you are dissatisfied with our initial response or how your complaint has been handled, you can ask us to escalate your complaint for further review by a senior staff member.

You can request escalation by contacting us through any of the methods listed above.

Following the review, we will explain the outcome, the reasons for our decision and any further options available to you.


External dispute resolution

If we cannot resolve your complaint to your satisfaction, you may be eligible to contact the independent Energy and Water Ombudsman in your state. Ombudsman services are generally free for eligible customers.

You may contact the relevant Ombudsman for advice at any time. The Ombudsman may ask whether you have first given Active an opportunity to resolve your complaint before it investigates the matter.

Nothing in our complaints process limits any rights you may have under applicable legislation, including your right to seek independent advice or pursue a matter through a court or tribunal.


Our approach to complaint handling

We handle complaints in accordance with our Complaints Handling Policy and the principles of AS 10002:2022 – Guidelines for complaint management in organizations.

We monitor and review complaints to identify recurring or systemic issues and opportunities to improve our products, services and customer experience.


Complaints Handling Policy

Our Complaints Handling Policy provides further information about how we receive, record, investigate, escalate and resolve complaints.

You can access and download the policy HERE. A copy is also available free of charge on request.