How to make a complaint

Customers should contact our CX team first through email customercare@jacanaenergy.com.au or phone 1800 JACANA 1800 522 262. Our team is trained to do a thorough review and address your complaint. Most issues are resolved at this stage.

You may ask to speak to our team leaders if you need more help. They will be able to work with you in addressing your concerns.

If your issue has not been solved or addressed in the above stages, you may raise your complaint to our resolutions team. This request must be made in writing to:

 Email - resolutions@jacanaenergy.com.au

 Mail - Resolutions - GPO Box 1785, Darwin NT, 0801

To ensure the best possible outcome, please include in your request:

  • A summary of the issue or complaint;

  • Details of the history of your complaint; and

  • Your desired outcome. This is important so we know how we can help you best.

How we handle complaints

We aim to resolve issues as quickly as possible. We will keep a record of your complaint in your customer account.

If you escalated a complaint to our resolutions team
 
  • We will be in touch within 2 business days.
  • We will do an initial assessment and provide an estimated timeframe. Please note the timeframe may change depending on the complexity of the issue.
  • We will keep you informed on the progress of the complaint. For high-impacting issues, we aim to provide updates every five business days until resolved.
  • We may discuss possible outcomes with you.
  • We aim for a resolution that is acceptable for both you and to us, as far as practicable.

External Assessors

If your issue has been escalated though our complaint handling process and you feel it is still not addressed or the outcome was not satisfactory, you have the right to refer the matter to the following external assessors.

Email: nt.ombudsman@nt.gov.au

Phone: 08 8999 1818

Post: PO Box 1344, Darwin NT 0801

Website: www.ombudsman.nt.gov.au

Email: consumer@nt.gov.au

Phone: (08) 8999 1999 or 1800 019 319

Website: https://consumeraffairs.nt.gov.au/

Email: info@afca.org.au

Phone: 1800 931 678

Website: https://www.afca.org.au/

Email: foi@oaic.gov.au

Phone: 1300 363 992

Website: https://www.oaic.gov.au/

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 10002:2022 ‘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.

 

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