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 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.

How to make a complaint

Step 1: Contact our Customer Experience team

Email customercare@jacanaenergy.com.au or call 1800 522 262.

Our team is trained to perform a thorough review and address your complaint. Most issues are resolved at this stage.

Step 2: Speak to a team leader

You may ask to speak to a team leader if you need more help. They will work with you to address your concerns.

Step 3: Escalate your complaint

If your issue has not been resolved through the above steps, you may raise your complaint with our Resolutions team.

This request must be made in writing by either:

To ensure the best possible outcome, please include:

  • a summary of the issue or complaint;
  • details of the history of your complaint; and
  • your desired outcome, 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.

The following apply if you escalated a complaint to our Resolutions team.

  • We will be in touch within 2 business days.
  • We will perform 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 5 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.

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