Standard Complaints & Dispute Resolution Procedures

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To view the standard complaints and dispute resolution process please click on the attachment or read below.

Standard Complaints & Dispute Resolution Procedures 
Mojo has developed these procedures in compliance with the Australian Standard AS ISO 10002-2006 ‘Customer satisfaction – Guidelines for complaints handling in organisations’.

How do I make a complaint?
Send your concerns to us via email, post or phone (for Premium EnergyPass™ customers).
Email us at complaints@mojopower.com.au
Write to us at Complaints – Mojo GPO Box 7049 Sydney NSW 2001

How are complaints handled?
We will always welcome your feedback as one of the best ways for us to know what we’re doing well and how we can improve our service. If you are experiencing any issues, we are committed to resolving things quickly.

What we will do
We will confirm receipt of your concern immediately or within 2 working days if you write to us by post. If we can’t resolve your issue on the spot, we’ll give you an expected timeframe for resolution and keep you informed of our progress. We’ll then contact you as soon as we’ve reached an outcome. A member of the Mojo customer service team will directly manage your issue and investigate your concern within a reasonable timeframe, depending on the nature of the concern. Where necessary, we will involve other members of the Mojo team including managers and advisors to our business, such as legal and compliance. We will comply with our Privacy Policy available at; http://www.mojopower.com.au/privacy-policy in dealing with your concern.

We will treat all concerns raised by our customers fairly, with genuine consideration and we will seek to achieve an outcome that is to your satisfaction. We may also make improvements to our current processes to prevent an issue occurring again.

If we cannot reach an outcome that you are satisfied with, you can request to have your concern reviewed by a senior member of the Mojo team or you can refer your issue to the Energy and Water Ombudsman in your state.  Contact details are below:
 
In NSW:
Energy & Water Ombudsman NSW
Reply Paid 86550, Sydney South NSW 1234
http://www.ewon.com.au
omb@ewon.com.au
Free Phone: 1800 246 545
Free Fax: 1800 812 291
 
In Queensland:
Energy and Water Ombudsman Queensland
PO Box 3640, South Brisbane QLD 4101
http://www.ewoq.com.au
complaints@ewoq.com.au
Free Phone: 1800 662 837
Fax: (07) 3087 9477
 
In Victoria:
Energy and Water Ombudsman Victoria
Reply Paid 469 Melbourne VIC 8060
http://www.ewov.com.au
ewovinfo@ewov.com.au
Free Phone: 1800 500 509
Free Fax: 1800 500 549

Continual improvement
We are continually looking for ways to improve our service and the way we handle complaints. These procedures are reviewed on a regular basis.

Assistance
For an interpreter, please call 131 450.
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Nếu quý vị cần thông dịch viên, xin hãy gọi
For hearing or speech impairment assistance, please call 133 677.
 
 

Attachments

2016.08.19_Standard_Complaints__Disputes_Resolution_Procedures_(v3.0).pdf 2016.08.19_Standard_Complaints__Disputes_Resolution_Procedures_(v3.0).pdf

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