Greenbank Dispute Resolution – Consumer Complaints Handling

As an accredited participant in various schemes, Greenbank is committed to providing a clear and effective framework for addressing consumer complaints related to our conduct, or the conduct of any scheme participants performing regulated actions on our behalf.

A complaint can be defined as the expression of dissatisfaction with a service, product or installation that is offered to an energy consumer. Consumer complaints regarding the conduct of Greenbank as an agent, scheme participants, regulated actions, scheduling of prescribed activities, and/or the issuance of certificates will be handled in accordance with this Dispute Resolution procedure.

Our Internal Dispute Resolution Process:

Making and lodging a complaint; Greenbank’s contact details provided in the assignment form or nomination form or via website.

Office contact details: 1300 Greenbank

Email contact: info@green-bank.com.au

Steps to be taken

1. Understanding, and negotiation:

• We will assign a responsible, experienced staff member to oversee the complaint.
• The staff member will communicate professionally and courteously with the consumer, work to understand the issue, and make reasonable efforts to resolve it.
• Greenbank staff will fully investigate the complaint, complete desk auditing and verification process.

2. Mediation (Assisted Negotiation):

• A second staff member, such as a director of Greenbank, will be assigned to assist with resolving the issue.
• The aim of mediation is to achieve a positive outcome

3. Conciliation (Third-Party Assistance):

• If an agreement is not reached through negotiation or mediation, we will refer the consumer to relevant authorities, such as the Victorian Energy Upgrades (03 9032 1310 or veu@esc.vic.gov.au) or Consumer Affairs (consumer.vic.gov.au), for further assistance in resolving the issue.
• We will support the consumer in contacting these authorities and provide any necessary information to facilitate the process.

If a complaint falls outside the scope of our framework, we will provide information to the consumer on the appropriate body or individual to handle the complaint. We will cooperate with the relevant authority to resolve the complaint wherever possible.

We are committed to handling complaints promptly and fairly.

• We will acknowledge all complaints within five business days of receipt.
• We will take all reasonable steps to resolve the complaint through our internal dispute resolution process within twenty business days from the date the complaint is received.

For concerns about false or misleading claims, telemarketing, or door-knocking conduct, consumers must contact Consumer Affairs Victoria. Additionally, individuals can register on the Do Not Call Register, which prohibits non-exempt telemarketers (both domestic and international) from contacting them.

Greenbank values feedback provided by customers and clients, only complaints need to be classified, collected and reported on under this policy and procedure document. If dissatisfaction has not been expressed, or the customer has not sought a resolution, the matter should not be classified and recorded as a complaint.