Dispute Resolution Policy

1.Summary

1.1In keeping with UtilityDeals Pty Ltd’s obligations and the compliance framework applicable to energy retailers and brokers, UtilityDeals undertakes a number of steps to ensure that customer complaints are managed in an efficient and timely manner.

1.2The UtilityDeals Customer Dispute Resolution Policy is developed keeping in view and underpinning the regulatory requirements of energy retailers in relation to the Energy Retail Code (ERC) section 28.1, which states “A retailer must handle a complaint by a customer in accordance with the relevant Australian Standards on complaints handling.” The Australian Standard is AS 4269.

2.Background

2.1This Complaints Policy has been developed by UtilityDeals Pty Ltd following the consideration of a number of factors. It is recognised that maintaining an effective and efficient Complaints Management System will contribute towards increasing customer satisfaction, customer retention, early recognition of system and process failures, quality management systems, as well as an effective compliance and risk monitoring system.

2.2Based on the International Standards for Complaints Handling (ISO 10002) 3.1.1, ISO 10002:2006 recognises a number of elements as the guiding principles for effective complaints management. These are Visibility, Accessibility, Responsiveness, Objectivity, Confidentiality, Customer-focused approach, Accountability and Continual Improvement.

2.3This Policy incorporates complaints handling for customers in relation to energy offer presentations made to prospective customers and existing customers of UtilityDeals.

3.Definition of a complaint

3.1A verbal or written expression of dissatisfaction about an action, a proposed action or a failure to act, or in respect of a product or service offered by the energy broker, its employees or contractors, where a response or resolution is explicitly or implicitly expected. This includes failure by the energy broker to observe its published practices or procedures.

4.Identification of a complaint

4.1A complaint can be received either in writing or verbally.

4.2Complaints differ from an enquiry when it is an “expression of dissatisfaction”.

4.3The complaint is in relation to an energy retail offer presented to the customer by a UtilityDeals sales agent.

4.4The complaint can be in relation to, and is not limited to, UtilityDeals and its employees or contractors and any representatives of UtilityDeals.

4.5Examples of complaints include:

• Providing misleading information in relation to an energy offer made by the sales agent;
• Omission of information by the sales agent in relation to an energy offer;
• Customer coercion and harassment by the sales agent;
• Incorrect advice given by the sales agent;
• Failure to discontinue the conversation with the customer upon the customer’s request;
• Complaints relating to repeatedly calling the customer’s telephone number.

5.Recognition of a complaint

5.1UtilityDeals takes every complaint very seriously and endeavours to establish the cause of every customer complaint with an aim to resolve it.

5.2UtilityDeals will endeavour to ensure that every complaint is acknowledged in writing or verbally, with an aim to resolve the complaint within 48 hours to ensure customer satisfaction.

5.3Any systemic issues identified by quality assurance and training personnel are immediately noted and escalated to the team leader for addressing the complaint before the sales agent.

6.Visibility

6.1Any prospective or existing customer of UtilityDeals can lodge a complaint via the website, customer care number, email or through a voice message.

6.2Prospective customers can freely provide feedback using electronic means to communicate with a customer care representative.

7.Responsiveness

7.1All complaints are acknowledged, recorded and stored in UtilityDeals systems.

7.2Endeavour is made to address the complaint within 48 hours of receipt, or earlier based on the urgency of the complaint.

7.3If a complaint is not resolved internally in a manner acceptable to the customer, an explanation will be provided to the customer, either verbally or in writing, of the resolution offered and details of the investigations. The customer will also be advised of their right to refer the matter to the Ombudsman.

8.Objectivity

8.1Any complaint will be managed and assessed on its individual merit, with UtilityDeals’ aim being to resolve the complaint.

8.2All complaints will be managed in an equitable, objective and unbiased manner through the complaints handling process.

9.Confidentiality and record keeping

9.1As per AS ISO 10002:2006, “Personally identifiable information concerning the complainant should be available where needed, but only for the purpose of addressing the complaint within the organization and should be actively protected from disclosure, unless the customer or complainant expressly consents to its disclosure”. How we manage personal information is described in our Privacy Policy, and how we protect it in our Cyber Security & Information Security Policy.

9.2As per section 7.2 of the Marketing Code, UtilityDeals will retain records of the grounds for complaint, the outcome including the reasons for the outcome of the complaint, and statistics of the number of complaints made to UtilityDeals. These records will be kept for a minimum of two years.

10.Customer-focused approach

10.1Every customer complaint will be assessed without any bias and based upon inquiry and evidence, and a satisfactory resolution for the customer will be ensured.

11.Accountability and reporting

11.1On conclusion of the investigation of each complaint, UtilityDeals will attempt to identify any system or process failures and, if identified, the issue will be raised with the Training Manager, Team Leader and Quality Assurance Manager in order to reassess the compliance framework, including reviewing recurring training and coaching of sales agents.

11.2The issue resolution will be reported to the energy retailer as required and as requested by the customer.

12.Continual improvement

12.1Calls of the sales agent are live monitored to ensure retraining outcomes are achieved.

12.2Training Manager and Quality Assurance staff are coached to ensure the reasons causing complaints do not recur.

12.3Repeated complaints of a similar nature will be addressed by disciplinary action against the agent.