Jemena

Feedback and complaints

We look on each customer complaint as an improvement opportunity

If you should ever find the service we provide to be less than satisfactory, a customer complaint about our service can be lodged by contacting us:

  • Call us on 1300 131 871
  • Email customer relations detailing the nature of your complaint/inquiry to and we will do our best to resolve the problem to your satisfaction

Complaint process

Phone

At Jemena our complaints procedure is in accordance with AS 10002-2006 and our process is as follows.

  • Customer contacts Service Desk Representative on 1300 131 871
  • Service desk representative ask questions and registers the complaint
  • The complaint is forwarded onto customer relations team for acknowledgement, investigation and resolution. In most cases the problem is resolved at this point
  • If the complaint is not resolved to your satisfaction there is an internal dispute resolution process. This involves referring the complaint to a senior customer relations consultant

Email

  • Customer sends an email to customer relations detailing nature of complaint/inquiry providing a name, address and phone contact details for registration and communication of complaint investigation progress
  • Jemena customer relations register and acknowledge receipt of the complaint and forward detail to the appropriate department for investigation and resolution if required
  • If the complaint is not resolved to your satisfaction there is an internal dispute resolution process. This involves referring the complaint to a senior customer relations consultant

Our commitment to you

The executive management team take a keen interest in our customers' concerns and see regular reports of issues raised by our customers. Our complaints are analysed to determine trends and used to improve the services we provide to our customers.

If a complaint after internal investigation cannot be resolved to your satisfaction, you may contact the Energy and Water Ombudsman Victoria. The Ombudsman receives, investigates and assists in the resolution of a range of enquiries and complaints customers may have with electricity and gas companies. It is an independent service, easy to access and free of charge to you.