Dealing With Complaints
We do everything possible to ensure that your issues are addressed swiftly. There are times that some research and further internal enquiry is needed so a record of each complaint is made. Where a complaint is made by phone, wherever possible, we intend to resolve the complaint over the phone. If the complaint is not resolved over the phone Jackgreen will record this fact, and the complaint will be notified to the Manager responsible for the specific department and they will contact you, either by phone or in writing so as to seek to resolve the complaint as soon as possible.
Contact Jackgreen Energy | |
Head Office: | Level 5/52 William Street, East Sydney NSW 2011 |
Phone: | 1300 46 5225 |
Fax: | (02) 8356 9755 |
Email: | |
Where a complaint is made in writing by mail or by email, we will acknowledge the receipt of the complaint within 2 business days, and we will contact you in writing by mail or email to suggest how to resolve the complaint fairly and as soon as possible. Ideally Jackgreen will respond to all complaints with proposed resolutions within a suitable time frame (as outlined in the guidelines for each state), recognising however that some complaints may take longer to consider and propose a resolution.
If you are not satisfied with the resolution proposed by Jackgreen, we would ask you to respond to the proposed resolution within 28 days. If you remain dissatisfied with the proposed resolution you may want to consider contacting the Energy and Water Ombudsman in your state (found in your state Guide to Customer Complaints, Appeals and Disputes ). The Energy and Water Ombudsman, by considering what is fair and reasonable, provides a service to assist you in deciding whether your complaint is valid and to resolve your complaint.
Jackgreen also makes available to all Customers the Jackgreen Customer Charter, which summarises the Customer's rights and obligations. This document is available on www.jackgreen.com.au at any time. If you would like to request a copy please email enquiries@jackgreen.com.au and we will endeavour to send this to you within 5 business days.
Click here to view the Jackgreen Guide to Customer Complaints, Appeals and Disputes for New South Wales or Victoria.