1. Purpose

Elior Energy is committed to delivering high-quality products and services. We value feedback and take all complaints seriously. This policy outlines how complaints are managed in a fair, timely, and transparent manner.

2. Scope

• All residential and commercial customers of Elior Energy.
• All staff, contractors, and representatives acting on behalf of Elior Energy.

3. Our Commitment

• All complaints are treated respectfully and confidentially.
• Complaints are acknowledged promptly and handled objectively.
• Customers are informed of the progress and outcome of their complaint.
• We comply with Australian Consumer Law (ACL), the New Energy Tech Consumer Code (NETCC), and applicable program requirements.

4. How to Make a Complaint

5. Complaint Handling Process

• Acknowledgement — All complaints are acknowledged within 2 business days.
• Assessment — The complaint is reviewed and assessed by our management team.
• Resolution — We aim to resolve complaints within 10 business days. If further investigation is required, we will inform you of the expected timeframe.
• Outcome — You will receive a written or verbal response outlining the result, including any remedies offered such as repair, replacement, refund, or other resolution.

6. Escalation Pathways

If you’re not satisfied with our response, you may escalate the matter to the appropriate consumer, energy, or program authority in your state or territory.

7. Record Keeping

All complaints and resolutions are recorded and retained for at least five years. Data from complaints is regularly reviewed to identify improvement areas.

8. Continuous Improvement

Elior Energy uses complaint insights to improve customer experience, staff training, and service quality. Regular reviews help support ongoing compliance and transparency.

Approved by: Elior Energy Management