Complaints Management and Dispute Resolution Procedures – Embedded Networks
Our Complaints and Dispute Resolution Policy applies to a tenant who is supplied and sold energy by a QIC entity in a shopping centre in Queensland, New South Wales or Victoria that is managed by QIC Global Real Estate (us).
This Policy documents a process by which you may raise concerns and complaints with us regarding matters associated with our supply and sale of energy, and sets out a framework for how those concerns and complaints will be appropriately addressed and resolved.
HOW TO RAISE A COMPLAINT WITH US:
We recognise that you have a right to raise a complaint with us at any time. We will record the complaint, treat the issue respectfully and handle all personal information in accordance with our Privacy Policy.
If you have a complaint, you may raise this complaint either by phone or in writing (email or letter) with the Centre Management team at the shopping centre to which your complaint relates.
Contact details for the Centre Management team will be available on the shopping centre’s website.
WHAT WE WILL DO WHEN WE RECEIVE YOUR COMPLAINT:
General Principles:
We are strongly committed to addressing any complaints received by us in a fair manner and within a reasonable time frame.
All persons who make a complaint will be treated in a professional and respectful manner.
There are no fees or charges associated with you making a complaint or requesting reasonable information in relation to your complaint.
Complaints by Phone: If you make a complaint over the phone, our Centre Management team will endeavour to obtain all information that is relevant to your complaint and resolve your complaint during your phone call. If your complaint is not resolved during this phone call, we will make a record of your complaint and consider your complaint in accordance with our internal procedures.
Written Complaints: If you submit a complaint in writing, you will receive an acknowledgement of the receipt of your complaint from Centre Management as soon as practical, taking into account the nature and complexity of your complaint. We will endeavour to provide a meaningful response within 28 business days of receipt. Complaint progress will be provided and if needed we will agree on a mutually acceptable extension of time. An extension of time may be given when complaints are of a complex nature and require extensive investigation, therefore cannot be resolved within 28 business days. As part of our response to the complaint, we will discuss a resolution and if accepted this will be carried out and recorded. Your complaint will then be considered in accordance with our internal procedures.
Further Information: If we require further information from you to consider your complaint, we will contact you and request this further information.
If We are Unable to Deal with Your Complaint: If we are unable to deal with all or part of your complaint, you will be advised of this as soon as practicable.
Status Updates: If you would like an update on the status of your complaint at any time, you can contact Centre Management.
Responding to Your Complaint: Once your complaint has been considered, we will respond to your complaint in writing as soon as practicable.
Escalation of Your Complaint: If you are not happy with the way in which we are dealing with your complaint, you can ask for your complaint to be escalated and we will escalate your complaint internally to a more senior staff member in accordance with our internal procedures.
WHAT ARE YOUR OPTIONS IF YOU ARE NOT SATISFIED WITH THE OUTCOME OF YOUR COMPLAINT AFTER
ESCALATION WITH US?
We always seek to resolve any complaints with you directly. If however you are not satisfied with the outcome of your complaint you may also contact the following organisations in your State who may assist you to deal with your complaint:
| Queensland |
| Energy and Water Ombudsman Queensland Telephone: 1800 662 837 Website: www.ewoq.com.au Address: Level 16/53 Albert Street, Brisbane City QLD 4000 OR Queensland Civil and Administrative Tribunal Telephone: 1300 753 228 Website: www.qcat.qld.gov.au Address: QCAT Registry, Level 9, 259 Queen Street, Brisbane QLD 4000 |
| New South Wales |
| Energy and Water Ombudsman New South Wales Telephone: 1800 246 545 Website: www.ewon.com.au Email: complaints@ewon.com.au Address: Reply Paid 86550, Sydney South NSW 1234 |
| Victoria |
| Energy and Water Ombudsman Victoria Telephone: 1800 500 509 Website: www.ewov.com.au Email: ewovinfo@ewov.com.au Address: GPO Box 469, Melbourne VIC 3001 |
PERSONAL INFORMATION:
When you make a complaint with us, we will collect the personal information that you provide when you make your complaint. This may include your name, phone number, email address and other contact details that you provide to us. The personal information that you provide to us will be used to manage your complaint, and to contact you in relation to your complaint. Your personal information may be provided to our contractors who assist us to manage the sale and supply of energy by us, to the dispute resolution organisations listed in these Procedures and to any relevant regulators. Your personal information will be managed in accordance with our obligations under the Privacy Act 1988 (Cth) and our privacy policy, which is available at www.qic.com.
UPDATES TO THIS POLICY:
This Policy may be updated from time to time, in response to regulatory changes and otherwise. Changes to this Policy will be notified to you or published on the shopping centre website.
A hardcopy of this Policy will be provided upon request.
NATIONAL ENERGY CUSTOMER FRAMEWORK (NECF) JURISDICTION – RETAIL SELLING AND NETWORK SUPPLY
Australian Energy Regulator (AER)
Refer to the current AER Exemption guideline for more information:
Network service provider registration exemption guideline – March 2018