Complaints Handling Procedure

Introduction

We aim to provide a high level of service and clear guidance. Sometimes things may not go as expected. Our complaints procedure ensures any issues are addressed fairly and promptly.

How to lodge a complaint

You can lodge a complaint through:

• Email: [email protected]
• Phone: 1300 025 167
• Mail: Timeless Energy Pty Ltd, 68/72 York St, South Melbourne VIC 3205, Australia

Please include your contact details, the nature of your complaint, any relevant dates and the outcome you are seeking.

What happens next?

1. 1

   Acknowledgement

   We will acknowledge your complaint within two business days and provide the contact details of the person handling your complaint.

2. 2

   Investigation

   We will investigate your complaint impartially, taking into account all information provided. We may contact you for further details.

3. 3

   Resolution

   We aim to resolve complaints within ten business days. If more time is needed, we will explain the delay and provide an expected timeframe.

4. 4

   Response

   We will provide a written response explaining our findings, any action we have taken or will take, and any proposals to resolve your complaint.

Escalation

If you are not satisfied with our response, you can request a review by a senior manager. If you remain dissatisfied after the internal review, we will provide information about external dispute resolution options.

Recording and improvement

All complaints are recorded in our internal system to ensure they are resolved promptly and to help improve our services.