Responding to Complaints. (a) Our Complaint Resolution Policy outlines the procedures we follow when dealing with complaints. These include acknowledging and responding to your complaint within specified timeframes, ensuring your complaint is investigated using all relevant information and the escalation of a complaint if you are not satisfied with how your complaint is addressed. (b) If we do not: (i) acknowledge a written complaint within 10 business days; or (ii) respond to a written complaint within 20 business days, you may be eligible for a service standard payment. If eligible, you must ask us within 3 months of our failure to acknowledge or respond to the complaint to pay to you the applicable service standard payment. (c) Clause 11.2(a) does not apply if an event outside of our control caused us to become liable for the payment or we have already made a service standard payment in respect of the same complaint.
Appears in 2 contracts
Sources: Standard Electricity Agreement, Standard Electricity Agreement