NGSS Complaint Resolution Policy and Procedure.
At NGSS we pride ourselves on providing the best customer experience possible. We also recognise that at times, customers may have an experience that falls short of their expectations. At NGSS we own our reputation and ensure that we do all things possible to rectify issues that do not meet with the standards that customers would typically expect.
As per the Clean Energy Council’s Code of Conduct, NGSS maintains comprehensive records of complaints and their outcomes (as stipulated by section 2.4.5 (g)). Further, our complaints handling procedure is compliant with the code (which can be found on our website) and with the Australian Standard on Complaints Handling AS ISO 10002-2006.
Time is of the essence.
NGSS will undertake to ensure that any customer complaints are managed properly and treated with the seriousness and respect they deserve. We will undertake to provide acknowledgement of the complaint within 24hrs. Whilst we will aim to resolve the issue immediately, some issues can be more complex requiring more time to properly address. In any case, we will acknowledge the issue within 24hrs and aim for a resolution within 10 business days.
In accordance with the CEC’s Code of Conduct section 2.4.5 (e), NGSS will provide feedback on the outcome of a complaint within 21 days, inform the customer if more than 21 days is required, and must complete the investigation within 45 days as mandated by the code.
We value the importance of communication.
Whilst we are addressing the issue, we will keep you updated with any progress or solution we come up with in real time. We will reach out to you via a phone call and if we do not reach you by phone, we will follow up with an email or SMS.
If you are still not satisfied.
Whilst we believe that there is a solution to every problem, and are confident that we will resolve your issue, you always have the avenue of escalating to senior management if you feel your complaint has still not been addressed fairly. In addition to this, NGSS can put you into contact with the relevant state consumer affairs body for further escalation if necessary.
How to raise your complaint with NGSS
Phone: 1300 655 808
How to raise your complaint with a consumer body
Consumer Affairs Victoria
Phone: 1300 558 181
Consumer Building and Occupational Services (Tasmania)
Phone: 1300 654 499
Fair Trading NSW
Phone: 13 32 20
Fair Trading QLD
Phone: 13 74 68
Consumer and Business Services (South Australia)
Phone: 131 882
Access Canberra - (Office of Regulatory Services) (ACT)
Phone: 13 22 81