Complaints Handling Procedure

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Complaints Handling Procedure

At Cyanergy Pty Ltd, our aim is to provide the best possible service. If a customer has concerns or we have not met their expectations, the following process is used to deal with this in a professional and timely manner.

Receiving Complaints

Complaints to Cyanergy or to our contractors may be made:

  • Verbally – either in person or over the phone.
  • In writing – either through mail, e-mail or via our website.

Cyanergy staff and our contractors are required to work with a complainant to establish a resolution that is fair to all parties and complies with Australian and state government law.

Responsiveness and Timeliness

Ensuring that complaints are acknowledged and met in a timely and effective manner is a major factor in determining a satisfactory outcome. The Administration Manager will ensure that all complaints are acknowledged within 2 working days of receipt of complaint.

Resolution will be sought within 10 working days of receiving the complaint. Sometimes we might not be able to resolve a complaint within the timeframes set out above. If that’s the case, we’ll contact you and explain the reason for the delay and give you a new time frame for resolution.

Investigation of Complaint

Cyanergy will make every reasonable effort to investigate the complaint. We will liaise with its contractors, staff members and any other relevant parties to investigate the complaint and ensure a satisfactory outcome for the complainant.

All complaints will be addressed in an equitable, objective and unbiased manner.

The Sales & Operations Manager of respective state has the responsibility to resolve complaints to the satisfaction of the customer, Cyanergy and Clean Energy Council.

Tracking Complaints

Dataforce ASAP is used as the platform where complaints are tracked. The complaint is assigned to a support manager and updates are recorded accordingly.

Resolution of Complaint

Following an appropriate investigation, Cyanergy will inform the complainant of the action or decision taken regarding the complaint. Cyanergy will also take actions to prevent similar complaints occurring in the future. Remedies taken, may include (but not limited to):

  • Refunds
  • Repairs/Rework
  • Replacement
  • Compensation

The above remedies are subject to the Terms & Conditions and Warranties, that apply to the products and services that you purchased from us, including applicable consumer guarantees and our obligations under the Australian Consumer Law or consumer legislation in place at the time you purchased your products and services.

Complainants will be advised of further avenues for review of their complaint if not satisfied with the resolution. This can be via the state regulatory bodies.

A customer may lodge a complaint by:

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