Complaints & Dispute
Resolution Policy

GreenTech Microgrids Pty Ltd ("GreenTech", "we", "our" or "us") is committed to providing high-quality customer service and resolving complaints fairly, efficiently and respectfully.We recognise that complaints provide valuable feedback and an opportunity to improve our services.GreenTech aims to make our complaint process accessible, fair, transparent and free of charge. We encourage customers to raise concerns early so they can be resolved as quickly as possible.This Policy explains how customers can raise concerns, how GreenTech manages complaints and the options available if a complaint cannot be resolved.

This Policy applies to customers, residents, tenants, property owners and authorised representatives who interact with GreenTech in connection with:Embedded network servicesExempt energy selling servicesEnergy billing and paymentsCustomer accountsCustomer service interactionsMetering and energy usage informationEV charging services (where applicable)Other GreenTech products and services

GreenTech is committed to:Making it easy to lodge a complaintTreating customers with respectInvestigating complaints fairlyResponding within reasonable timeframesKeeping customers informed during the processSeeking practical and timely resolutionsLearning from customer feedback to improve our services Customers will not be charged for making a complaint.

When making a complaint you have the right to:lodge a complaint free of charge;be treated fairly and respectfully;have your complaint investigated impartially;receive regular updates where appropriate;appoint an authorised representative;request interpreter or accessibility assistance where reasonably required;request an internal review if dissatisfied; andseek assistance from the relevant Energy Ombudsman if your complaint remains unresolved.

GreenTech is committed to making our complaint process accessible.Customers requiring additional assistance may request:interpreter services;translated information where reasonably available;communication through an authorised representative;alternative communication methods; orother reasonable assistance.

A complaint is any expression of dissatisfaction relating to our services, products, processes, staff or customer experience where a response or resolution is expected.Examples may include:Billing concernsAccount issuesPayment disputesCustomer service concernsMetering concernsEmbedded network concernsEnergy usage disputesWebsite or information issuesDelays in service deliveryAccessibilityGreenTech is committed to making our complaint process accessible.Customers requiring additional assistance may request:interpreter services;translated information where reasonably available;communication through an authorised representative;alternative communication methods; orother reasonable assistance.

Customers can contact GreenTech using any of the following methods:Emailcomplaints@greentechmicrogrids.com.auPhone1300 738 529MailGreenTech Microgrids Pty LtdLevel 4, 167 Queen Street,Melbourne VIC Australia 3000OnlineCustomers may also submit complaints through our website at:www.greentechmicrogrids.com.au

To help us investigate your complaint, please provide:Your nameContact detailsCustomer account number (if applicable)Property addressDetails of the complaintAny supporting information or documentsCustomers are not required to provide information they are uncomfortable sharing.

Throughout the investigation GreenTech will keep customers informed of progress where additional time is required.Step 1 – AcknowledgementWe will acknowledge receipt of your complaint as soon as reasonably practicable.Where possible, simple complaints may be resolved immediately.Step 2 – InvestigationWhere further investigation is required, GreenTech will:Review the circumstancesConsider relevant informationContact you if further information is requiredAssess possible solutionsStep 3 – ResolutionOnce our investigation is complete, we will advise you of:Our findingsAny actions we propose to takeAny remedies availableWhere appropriate, remedies may include:Explanation of circumstancesCorrection of errorsAccount adjustmentsBilling correctionsPayment arrangementsService improvementsOther agreed outcomesStep 4 – Internal EscalationIf you are not satisfied with the outcome of a complaint, you may request an internal review by a senior member of the GreenTech team.GreenTech will undertake an independent review of the complaint and provide a further response.

GreenTech manages complaints according to the following principles:AccessibilityFairnessRespectTransparencyConfidentialityTimelinessContinuous Improvement

GreenTech aims to:Acknowledge complaints within 1 business dayResolve straightforward complaints as quickly as possibleKeep customers informed if additional time is requiredProvide updates on the progress of more complex mattersSome complaints may require additional investigation and therefore take longer to resolve.Where GreenTech cannot meet the target timeframes, we will explain:why;what further information is required;expected completion date.GreenTech Complaint Handling TargetsActivityTargetComplaint acknowledgementWithin 1 business dayInitial responseWithin 10 business daysComplex mattersWithin 20 business daysEscalated reviewWithin 5 business days of escalationWhere additional time is required, GreenTech will keep customers informed.

GreenTech recognises that some customers may experience vulnerability due to circumstances including:Family or domestic violenceFinancial hardshipIllnessDisabilityLanguage barriersLife support requirementsMental health;Homelessness;Advanced age;Cultural or language barriers;Additional assistance may be available under GreenTech's:Payment Difficulty PolicyFamily & Domestic Violence PolicyLife Support PolicyCustomers are encouraged to let us know if additional support is required.

If you are not satisfied with the outcome of your complaint, you may request that the matter be reviewed by a senior member of the GreenTech team.We will undertake an internal review and provide a further response.Internal review will, where practicable, be undertaken by a GreenTech employee not previously involved in the complaint.

If a complaint cannot be resolved directly with GreenTech, customers may contact the relevant energy ombudsman in their jurisdiction.VictoriaEnergy and Water Ombudsman Victoria (EWOV)Website: www.ewov.com.auPhone: 1800 500 509New South WalesEnergy & Water Ombudsman NSW (EWON)Website: www.ewon.com.auPhone: 1800 246 545QueenslandEnergy and Water Ombudsman Queensland (EWOQ)Website: www.ewoq.com.auPhone: 1800 662 837Customers may also seek assistance from other regulatory or consumer agencies where appropriate.

GreenTech maintains a complaints register and regularly reviews complaint trends and outcomes to improve customer service, identify recurring issues and support regulatory compliance to:Monitor service performanceIdentify recurring issuesImprove customer experienceMeet regulatory obligationsComplaint information is managed in accordance with GreenTech's Privacy Policy.

This Policy should be read together with:Customer CharterPrivacy PolicyPayment Difficulty PolicyFamily & Domestic Violence PolicyLife Support PolicyBilling & Payments GuideThese policies can be found on our Customer Hub

GreenTech may update this Policy from time to time.The latest version will be available on our website.

Customer Experience TeamGreenTech Microgrids Pty LtdAddress:Level 4, 167 Queen Street,Melbourne VIC Australia 3000Office Hours:Monday - Friday9am - 5pmEmail:complaints@greentechmicrogrids.com.auPhone:1300 738 529Website:www.greentechmicrogrids.com.au