GloBird Energy - EWOV Ombudsman

We're dedicated to providing you with excellent customer service, and it’s important to us that you are satisfied with the service we provide. If you have a comment, criticism or would like to bring something about the service we provide to our attention good or bad, please let us know.

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We accept that there may be occasions when our service does not meet the high standards we set out for ourselves, or that you as a customer might reasonably expect of us. For this reason we have developed a comprehensive complaints resolution policy.

Globird Energy Complaints Resolution Policy

1. Introduction
   GloBird Energy Pty Ltd (GloBird Energy) is dedicated to providing you with excellent customer service, and it is important to us that you are satisfied with the service we provide. However, in spite of our best efforts, there may be occasions when our service does not meet the high standards we set out for ourselves, or that you as a customer might reasonably expect of us. This complaints resolution policy governs how we handle complaints you may wish to raise with us in these situations.

2. Guiding Principles
   In handling your complaint, GloBird Energy will abide by the guiding principles for complaint handling set out in AS ISO 10002 – 2006, as follows:
   Visibility: We will ensure that information about how to make complaints, and how we will handle any complaint, is well publicised and easily available to customers, our employees and other interested parties, including by:

   • (a) making this complaints resolution policy freely available on our website;
   • (b) providing free copies of this complaints resolution policy on request;
   • (c) setting out our contact details in this complaints resolution policy, so that readers can contact us for further information or to raise a complaint;
   • (d) cross-referencing this complaints resolution policy in other GloBird Energy documents, including our standard retail contracts and market retail contracts; and
   • (e) setting out the contact details for the Energy and Water Ombudsman Victoria (EWOV) in this complaints resolution policy and in other GloBird Energy documents, including our standard retail contracts and market retail contracts, to facilitate the referral of complaints to the EWOV, where required

   Accessibility:
   We will ensure our complaints handling processes are easily accessible to you and all customers who wish to make a complaint, including through:

   (a) the visibility measures set out above;
   (b) providing a range of methods through which complaints can be lodged, including by phone, email, post and fax; and
   (c) providing appropriate complaint lodgement arrangements and other support for customers with special needs, including by providing interpreter services where necessary

   Responsiveness: We will ensure we respond appropriately to your complaint, including by:

   (a) writing to you within 10 business days to acknowledge receipt of your complaint;
   (b) recording your complaint in our client management system;
   (c) advising you of the period within which we expect to address your complaint;
   (d) assigning your complaint to the relevant person or department at GloBird Energy;
   (e) addressing your complaint in a timely fashion, having regard to the nature of the complaint and the complexity of the relevant circumstances;
   (f) tracking our progress in addressing your complaint in our customer management system;
   (g) updating you as to our progress in addressing your complaint, and the period within which we expect to resolve the complaint; and
   (h) advising you of our proposed resolution of your complaint, or any other proposed outcome, as soon as practicable.

   Objectivity:
   We will ensure your complaint is addressed in a manner which is:

   (a) fair;
   (b) flexible;
   (c) objective;
   (d) impartial; and
   (e) consistent with this complaints resolution policy, all applicable laws and other regulatory instruments, and our handling of any previous complaint of a similar nature.

   Charges: We will not impose any charge or fee for lodging a complaint, or requesting information in relation to complaints or a copy of our complaints resolution policy.

   Confidentiality:

   We will comply at all times with the Privacy Act 1988 (Cth) (Privacy Act) and other privacy laws, and our privacy policy, when collecting, using, storing or disclosing your personal information or sensitive information (these types of information are defined in the Privacy Act). We will only request your personal information or sensitive information when we require it in order to provide our services, or in relation to a complaint in relation to us or our services.

   Where we provide products or services to you on credit (that is, you will pay for those products or services after we start providing them to you), we are a credit provider for the purposes of the Privacy Act. As such, we will comply with rules in the Privacy Act in relation to the handling of information relating to credit reporting including those relating to your rights to access and correct that information and to raise related complaints.

   A full copy of our privacy and credit reporting policy is available for download on our website: www.globirdenergy.com.au. You can contact us using the information given below if you would like to request a free copy of that policy.

   Investigation of complaints: We will use all reasonable efforts to investigate all relevant circumstances and other information in relation to your complaint.

   Customer-focused approach:
   We aim to distinguish ourselves by our high level of customer service. We will at all times adopt a customer-focused approach, both in handling your complaint and in all other dealings with you, including by:

   (a) ensuring your are able to lodge your complaint easily and effectively in accordance with this complaints resolution policy;
   (b) complying at all times with this complaints resolution policy and all applicable laws and other regulatory instruments in relation to the handling and resolution of your complaint;
   (c) keeping you updated as to our progress in resolving your complaint; and
   (d) always treating you in a courteous and respectful manner.

   Resolution of complaints:
   We will ensure we are fully accountable for your complaint, including by:

   (a) be given an opportunity to provide comments or ask questions in relation to the proposal; and
   (b) be given the contact details for the EWOV, and advised of your right to refer the complaint to the EWOV if our proposed resolution is not satisfactory

   Accountability:
   We will ensure we are fully accountable for your complaint, including by:

   (a) providing complaints resolution procedures in accordance with this complaints resolution policy; and
   (b) recording the details of your complaint in our client management system, and using this information to measure broader customer satisfaction with our services and help us improve our services.

   Continual improvement:
   We will seek to continually improve our customer service, and our complaints resolution policy and procedures, including by:

   (a) reviewing and updating this complaints resolution policy on a regular basis, as discussed below; and
   (b) recording complaints in our client management system, and using this to measure customer satisfaction with our services and help us improve our services.

3. How to raise a complaint
   Step 1: Get in contact with usWe ask that you please contact us if you are unhappy with anything in relation to us or our services, and give our customer service representative the opportunity to resolve your complaint. You can get in touch with us using the contact details set out below:

   GloBird Energy

   Telephone: 1300 GloBird (1300 456 247) or 1300 516 888 (中文)
   Email: customerservice@globirdenergy.com.au Address: 2A Monomeeth Drive, Mitcham Vic 3132
   

   Step 2: If necessary, escalate your complaint

   If our customer service representative is not able to provide you with a satisfactory resolution, you can immediately escalate your complaint to the customer service manager. The customer service manager will take ownership of your complaint and work with you to fix the problem.

   Step 3: If necessary, register an official complaint

   If you are still not satisfied with our attempts to resolve your complaint, you can register an official complaint. In registering your official complaint and to help us resolve it as quickly as possible, we will ask you to give us as much information as you can in relation to the complaint, its cause and other relevant circumstances. We will record the details of the complaint in our client management system, and track its progress against the complaint resolution requirements set out in this complaints resolution policy. We will notify you of our proposed resolution as soon as practicable.

   Step 4: If necessary, escalate your complaint or dispute to the General Manager

   If you are not satisfied with our proposed resolution to your complaint, or otherwise wish to make comments or ask questions about it, you can contact our customer service manager using the contact details set out above. If a satisfactory resolution still cannot be achieved, the customer service manager will refer your complaint to GloBird Energy’s General Manager.

4. EWOV
   If, after our best efforts, we fail to provide you with a satisfactory resolution to your complaint, you can refer the complaint to the EWOV, using the following contact details:

   Energy and Water Ombudsman Victoria

   Telephone: 1800 500 509
   Website: www.ewov.com.au
   Email: ewovinfo@ewov.com.au
   Address: GPO Box 469 Melbourne 3001

   Our standard retail contracts and market retail contracts also recognise your right to refer complaints to the EWOV, and set out the EWOV contact details.

5. Review
   This complaints resolution policy will be regularly reviewed to assess its performance, including against any indicators published by the Essential Services Commission from to time, and updated to ensure it complies with the relevant laws and statutes.  A copy of the policy is available for download on our website (www.globirdenergy.com.au), and we are happy to provide copies free of charge, on request.