Dispute Resolution

Dispute Resolution

If you have any concerns regarding our products or services, please don’t hesitate to contact us by phone or in writing so we can address your issues promptly. A complaint is any expression of dissatisfaction where you expect a resolution or response. Our goal is to resolve your complaint as swiftly as possible. Many issues can be resolved immediately when you call, but more complex problems might require additional investigation. If we need more information, we will follow up with you. You are always welcome to call us for updates on the progress of your complaint.

Complaint Resolution Procedure

We have a straightforward method for handling complaints regarding our products and services. Our customer service team is dedicated to working with you to resolve any issues promptly, equitably, and cooperatively. We prioritize your privacy, ensuring that all complaints are handled with confidentiality. Most issues are resolved within a few days, though more complex matters may take longer, and we will keep you informed throughout the process. We expect our staff to treat you with respect at all times, and we ask for the same courtesy from you to achieve a fair and reasonable resolution for everyone involved.

Step 1: Customer Care

If you encounter an issue or want to share feedback, our Customer Care Team is your initial point of contact. They will investigate your concern and collaborate with you to find a resolution. You can reach the team by calling 03 9115 7455 or visiting our website at www.nrgpal.com.au. Any feedback about our products and services will be communicated to the appropriate departments.

Step 2: Complaints

If you are not satisfied with the resolution provided, your concern can be escalated to our Customer Service Manager. You can reach the Customer Service Manager at 03 9115 7455 between 8am and 5pm AET, Monday to Friday, or by emailing support@nrgpal.com.au.

Additional Help

Most issues can be effectively addressed through our internal complaint resolution process. We request that you give us the opportunity to thoroughly investigate and resolve your concern. However, if you are still not satisfied with the outcome, you may seek additional assistance from the following resources:

Essential Services Commission of Victoria
Phone: 03 9032 1300 or 1300 664 969
Email: reception@esc.vic.gov.au
www.esc.vic.gov.au

Energy and Water Ombudsman Victoria
Phone: 1800 500 509
www.ewov.com.au

Consumer Affairs Victoria
www.consumer.vic.gov.au