Making a complaint
A complaint can be reported verbally (by telephone or in-person) or in writing (by letter, facsimile, email or social media channels) to a Prana Energy employee. Individuals can contact Prana in one of the following;
|Head office 568 Glen Huntly Rd,|
Elsternwick 3185, Victoria
|Phone: 1800 769 266|
The Complaints process
The complaints process for Prana Energy is as follows:
- the initial response (being the first contact made with the complainant after the complaint is received) for a written or verbal complaint should be provided to the complainant as soon as practicable, and normally within five business days;
- where feasible, complaints are targeted to be resolved within 21 days of being received. Any complaint not resolved within 21 days of being received should be referred to the relevant member of senior management;
- once the resolution of a complaint has been determined, the complainant should be advised of the decision made in relation to the complaint and any further remedies available to the complainant if they are not satisfied with the outcome.
Complaints from customers are learning opportunities to assist us in improving our products, services and customer service. Where appropriate improvements or potential new procedures can be filed onto the business improvement register to be actioned by management.
The objective of this procedure is to ensure;
- The consumer is aware of our complaint lodgment and handling processes;
- The consumer is aware that your complaint is being investigated impartially with a balanced view based on all information or evidence provided;
- The consumer is aware that the complaint is being considered on its merits- considering individual circumstances and needs.
Complaint receipt: Once a complaint has been lodged a receipt of the complaint must be submitted to the relevant party an estimation of expected timeline of resolution of complaint must be provided alongside the receipt. The following steps are to be conducted once receipt has been issued;
- An investigation into the complaint is to be conducted
- Checking in with the relevant installation team and system designer if required
- Checking of any web-based monitoring if required
- Site inspection organised if required
A link to the complaints handling process must be supplied with the complaint receipt. If applicable as much information about the complaint must be gathered this may be in the form of photos, videos or written statements to help assess what the potential issue may be.
Complaint resolution: Feedback on the outcome of the complaint must be provided to the consumer within 21 days of the receipt. Where there is additional time required to provide a response the;
- Consumer must be informed of the need for more time to complete the investigation
- The receipt must be completed within 45 days of receipt of the complaint.
Information privacy principles spelt out in privacy legislation, such as the Privacy Act 1988 (Cth) are used when collecting, storing, using and disclosing personal information obtained in complaint handling.
For further escalation complaints can be made to the Victorian Ombudsman, Consumer Affairs Victoria, Fair trading either by phone, appointment or online.