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 an employee.

 

How can you contact Bunjil to make a complaint?
Individuals can contact Bunjil in on of the following;

Head office
568 Glen Huntly Rd,
Elsternwick 3185,
Victoria, Australia
Phone: 1800 769 266
Email: info@bunjilenergy.com.au

 

The complaints process for Bunjil Energy is as follows:

  1. 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;
  2. 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;
  3. once 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 an expected timeline of resolution of complaint must be provided alongside the receipt. The following steps are to be conducted once the 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;

  • 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.

Privacy
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.

External Escalation

You may contact your local Ombudsman if, for any reason, you are not satisfied with the manner in which your concern or complaint has been managed by us, or with its outcome.

Your local Ombudsman provides a free, independent complaints resolution service and will usually expect that you have tried to resolve your complaint with us prior to raising the matter with them.

Your local Ombudsman operates Monday to Friday during normal business hours.

Details of the Ombudsman in each jurisdiction are as follows.

 

Victoria
Energy and Water Ombudsman Victoria

Mail: Reply Paid 469, Melbourne VIC 8060

Phone: 1800 500 509

Fax: 1800 500 549

Email: ewovinfo@ewov.com.au

Web: www.ewov.com.au

 

New South Wales
Energy and Water Ombudsman NSW

Mail: Reply Paid 86550, Sydney South, NSW 1234

Phone: 1800 246 545

Fax: 1800 812 291

Email: omb@ewon.com.au

Web: www.ewon.com.au

 

Queensland
Energy and Water Ombudsman Queensland

Mail: PO Box 3640, South Brisbane QLD 4101

Phone: 1800 662 837

Fax: (07) 3087 9477

Email:  complaints@ewoq.com.au  or

info@ewoq.com.au

Web: www.ewoq.com.au

 

Australian Capital Territory
ACT Civil and Administrative Tribunal

Mail: GPO Box 370, Canberra ACT 2601

Phone: (02) 6207 1740

Fax: (02) 6205 4855

Email: tribunal@act.gov.au

Web: www.acat.act.gov.au

 

Tasmania
Energy Ombudsman Tasmania

Mail: GPO Box 960, Hobart TAS 7001

Phone: 1800 001 170

Fax: (03) 6233 8966

Email: energy.ombudsman@ombudsman.tas.gov.au

Web: www.energyombudsman.tas.gov.au

 

Western Australia
Energy and Water Ombudsman Western Australia

Mail: PO Box Z5386, St Georges Terrace, Perth WA 6831

Phone: 1800 754 004

Fax: 1800 611 279

Email: energyandwater@ombudsman.wa.gov.au

Web: www.ombudsman.wa.gov.au

 

South Australia
Energy and Water Ombudsman South Australia

Mail: GPO Box 2947, Adelaide SA 5001

Phone: 1800 665 565

Fax: 1800 665 165

Email: contact@ewosa.com.au

Web: www.ewosa.com.au