Complaints Policy

Policy Statement:

Jacana Energy is committed to:

  • addressing complaints raised by customers, and other external stakeholders, in a prompt, responsive, effective and fair manner;
  • the continual improvement of our products and services to deliver a superior customer experience; and
  • achieving an effective and efficient complaints management system that meets the standards of AS/NZS 10002:2014 ‘Guidelines for complaint management in organizations’.

Policy Principles:

  • All complainants shall be treated with respect and kept informed on the progress of their complaint.
  • Concerns raised in complaints shall be addressed within a reasonable timeframe.
  • Each complaint shall be managed in an equitable, objective and unbiased manner.
  • Complaints will be recorded, monitored and reviewed to identify trends and quality improvements.
  • Personal information will only be collected, used and disclosed in compliance with all relevant privacy laws and ethical obligations.

How to make a complaint:

If you have an enquiry or complaint, give us a call on 1800 JACANA (1800 522 262) from 8am to 6pm, Monday to Friday.

Alternatively, you can also make a complaint in writing at:

Mail: GPO Box 1785, Darwin, NT 0801


Complaints made in writing will be acknowledged within 2 business days.

Need more help?

If you need more help or urgent assistance, ask to take your concern to a Team Manager.

More information

Please refer to our Complaints Resolution Procedure for more information about our process for handling complaints about our products and services.