Comprehensive Complaints Policy for NRN (National Renewable Network)

Version: 1.1
Last Updated: 6th October

Purpose

This Complaints Policy ensures that NRN remains committed to delivering exceptional customer service while addressing dissatisfaction with our services or products.

Scope

This policy encompasses complaints from all customer segments: homeowners, businesses, and landlords.

Policy Statement

1. Receiving Complaints:

• Channels: Complaints can be lodged by completing the web form on our website, telephone, email or postal mail.
• Acknowledgment: All received complaints will be acknowledged formally within two business days.

2. Complaint Registration:

• Initial Logging: Upon receipt, the complaint will be logged into our Complaints Register.
• Reference Number: A unique complaint reference number will be provided to the customer.

3. Investigation:

• Investigation Team: A specialized team will investigate the circumstances of the complaint.
• Status Update: The customer will receive regular updates on the investigation's status.

4. Resolution:

• Timeframe: We aim to resolve all complaints within 14 business days.
• Exceptions: If more time is needed, the customer will be informed.

5. Escalation:

• Internal Escalation: If dissatisfied, customers have the right to escalate to senior management.
• External Escalation: The issue can be escalated to relevant regulatory bodies.

6. Closing a Complaint:

• Resolution Confirmation: The customer must confirm in writing that they are satisfied with the outcome.

Contact for Complaints

Email: feedback@nrn.com.au

Phone: 1800 595 348

Web Form: https://nrn.com.au/customer-complaint-form/

Not satisfied with the outcome ?

We hope to do our best to resolve your complaint. If you are unhappy with the outcome you may lodge your complaint to the relevant dispute resolution body.

Relevant Fair Trading office (sometimes called 'Consumer Affairs') in your state or territory.