Complaints

Unplugged Energy - Complaints Handling Procedure

1. Our Commitment

At Unplugged Energy, we are committed to providing exceptional service and high-quality energy solutions. We value customer feedback, including complaints, as it helps us to improve our products, services, and processes.

This procedure outlines our commitment to resolving any issues you may have in a manner that is:

  • Transparent – We will keep you informed throughout the process.
  • Fair – We will investigate your concerns objectively and thoroughly.
  • Efficient – We will aim to resolve your complaint as quickly as possible.
  • Respectful – We will treat you with courtesy and respect at all times.

2. How to Lodge a Complaint

If you are not satisfied with our service, products, or any aspect of your interaction with Unplugged Energy, you can lodge a formal complaint through any of the following channels:

3. Information to Provide

To help us resolve your complaint quickly, please provide the following information:

  • Your Full Name and Contact Details (phone, email).
  • The Address where the installation or service took place.
  • Invoice Number or Job Reference Number, if applicable.
  • A Detailed Description of Your Complaint: What happened, when it happened, and who you dealt with.
  • Supporting Evidence: Include any relevant photos, documents, or correspondence.
  • Your Desired Outcome: What you would like us to do to resolve the matter (e.g., a repair, replacement, refund, or apology).

4. Our Complaints Handling Process

We follow a structured 5-step process to ensure every complaint is managed effectively.

Step 1: Acknowledgment (Within 2 Business Days)

We will formally acknowledge receipt of your complaint within two (2) business days. This acknowledgment will include:

  • A unique complaint reference number.
  • The name and contact details of the person handling your case.
  • An estimated timeframe for the investigation and resolution.

Step 2: Investigation (Within 15 Business Days)

A dedicated team member will conduct a thorough and objective investigation. This may involve:

  • Reviewing all relevant documentation (quotes, contracts, job sheets).
  • Speaking with the staff members or installers involved.
  • Contacting you for further information or clarification.
  • Arranging a site visit if necessary to assess the issue.

We aim to complete our investigation within ten (15) business days. If we require more time, we will contact you to explain why and provide a new timeframe.

Step 3: Resolution

Based on the investigation, we will determine a fair and reasonable resolution. We will contact you to discuss our findings and our proposed solution. A resolution may include (but is not limited to):

  • An apology and an explanation.
  • Arranging for a repair or rework of an installation.
  • Replacing a faulty product.
  • A partial or full refund.
  • A change to our internal processes to prevent recurrence.

Our proposed resolution will be communicated to you in writing.

Step 4: Acceptance and Action

Once you have accepted our proposed resolution, we will take action to implement it promptly. We will agree on a timeline with you for completing the required actions.

Step 5: Follow-Up and Closure

After the agreed action has been completed, we will follow up with you to confirm your satisfaction. Once you confirm that you are satisfied with the outcome, we will formally close the complaint in our system.

5. Escalation Process

If you are not satisfied with the handling or proposed resolution of your complaint, you have the right to escalate the matter.

Internal Escalation

You can request that your complaint be escalated to a Senior Manager. The Senior Manager will review your case and provide a final decision from Unplugged Energy within ten (15) business days.

External Escalation

If you are still not satisfied after our internal escalation process, or if you wish to seek external advice at any stage, you can contact the relevant independent body. For our customers in Western Australia, these include:

  1. Energy and Water Ombudsman Western Australia (EWOWA)
    For issues related to electricity and gas services.
  • Phone: 1800 754 004
  • Website: https://energyandwater.ombudsman.wa.gov.au/
  1. Consumer Protection (Department of Mines, Industry Regulation and Safety)
    For issues related to consumer rights, product safety, and contractual disputes.
  • Phone: 1300 304 054

Website: www.consumerprotection.wa.gov.au

6. Confidentiality

All personal information collected during the complaints handling process will be managed in accordance with the Australian Privacy Act 1988. Your details will be kept confidential and used only for the purpose of resolving your complaint.

Changing this procedure

We may make changes to this procedure from time to time. Any changes will be reflected on this page. 

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