“Expression of dissatisfaction made to or about us, our products, services, staff or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.”
For the avoidance of doubt, complaints include the following type of contact.
A customer expresses dissatisfaction and seeks a response or resolution regarding the conduct, action, proposed action, or failure to act by the retailer, its employees, agents, contractors or other representatives.
Complaint management system
Failure by the retailer or any representative to abide by its published or agreed practices, procedures, products and/or service offered.
Where a customer threatens to involve, or enquired about the possibility of involving, a third party, for example, the jurisdictional energy ombudsman or Member of Parliament.
Where a complaint is directed to the retailer on behalf of the customer by an energy ombudsman scheme.
All policies, procedures, practices, staff, hardware and software used by ReAmped in the management of complaints.
A statement of instruction that sets out how we should fulfil our vision, mission and goals.
A statement or instruction that sets out how our policies will be implemented and by whom.