Our process

What you must do:

• You must raise your complaint directly with your supplier before we can raise a complaint. If you have not yet spoken with your supplier, we may ask you to do so.
• We charge suppliers a fee for each complaint raised against them. It would not be fair to charge suppliers a fee to resolve a complaint that the consumer has not given them the opportunity to resolve directly.
• If you raise an issue that is outside of our jurisdiction, we will do our best to direct you to an organisation that can assist you.

The disconnection or restriction (or threats to disconnect or restrict) usually happens because your supplier believes that you have unpaid amounts on your account. In this instance, you will need to:

• Work out a payment plan that will be suitable for you. Remember that you will need to work out a way to pay the outstanding amounts as well as any future bills.
• Your provider is also required to offer a hardship program if you are in financial hardship.

What our office will do:

• Refer the details of your complaint and what you are seeking to resolve the issue to your supplier.
• Provide you with access to a higher-level representative with the supplier and ask them to contact you urgently to address the connection or restriction issue.
• Allow 15 business days after reconnection for you and the supplier to work together to resolve any underlying issues.
• Independently review the resolution if you advise us that you are not satisfied with it.

What the supplier must do:

• Contact you urgently and arrange same day reconnection, where applicable.
• Put your account on hold until the case is resolved. This includes suspending any reminder notices, follow up actions and credit or collection activity.
• Work with you over the 15 business after reconnection to resolve any underlying issues.

What you must do:

• Provide us with all relevant details of your complaint.
• Speak to the supplier when they contact you (including returning any missed calls and responding to their emails).
• Offer to make a payment or at least commit to a suitable payment plan.
• Speak to a financial counsellor if you are experiencing financial hardship.
• Advise us if the dispute is not resolved at the end of the 20 business days.

What our office will do:

• Refer the details of your complaint and what you are seeking to resolve the issue to your supplier.
• Provide you with access to a higher-level representative at the supplier.
• Allow 20 business days for you and the supplier to work together and to reach a resolution.
• Independently review the resolution if you advise us that you are dissatisfied with it.

What the supplier must do:

• Put your account on hold until the case is resolved (meaning suspension of any reminder notices, follow up action, credit or collection activity).
• Contact you within 2 full business days of the complaint being raised with our office.
• Work with you over the next 20 business days to resolve the dispute.
• Ensure your supply is not disconnected or restricted while your complaint remains an open RHL.

What you must do:

• Provide our office with all relevant details of your complaint.
• Speak to the supplier when they contact you (including returning any missed calls, and responding to their emails).
• Pay any amounts that are not in dispute.
• Advise us if the dispute is not resolved at the end of the 20 business days.

What our office will do:

• Review any information from you regarding your dissatisfaction with a resolution from the supplier at Escalated Referral case level.
• Review the initial complaint, and review any resolution provided by the supplier, to the original Escalated Referral case.
• Ask you further questions or for additional information or documentation regarding the complaint.
• Ask a series of questions of the supplier to gain additional information.
• Contact you (via phone or email) to provide you with contact details of your case manager and to outline the process.
• Work with you and the supplier to resolve the dispute.

What the supplier must do:

• Respond to our questions or request for information within five business days.
• Continue to work directly with you to try and resolve the dispute.
• Attempt to reach a resolution within 15 business days.

What you must do:

• Advise our office promptly if you remain dissatisfied with a resolution provided by the supplier at Escalated Referral case level.
• Disclose all relevant information regarding the complaint.
• Respond to our questions or request for information within five business days.
• Continue to work directly with the supplier as required to try and resolve the dispute.
• Continue to pay any undisputed amounts.

What our office will do:

• Review the details of the initial complaint.
• Review all information provided by the supplier (including prior offers of resolution) and request additional information or data.
• Ask additional questions of the supplier.
• Review all information provided by you (including any dissatisfaction with prior resolutions).
• Ask additional questions or request additional information from you.

What the supplier must do:

• Carry out any additional action that we request to assist in resolving the case.
• Provide additional information or data requested by our office within 10 business days.
• Respond to questions asked by our office within 10 business days.

What you must do:

• Stop any further contact with the supplier and continue to pay any undisputed amounts.
• Disclose all relevant information regarding the complaint.
• Respond to any questions or provide information we have requested within 10 business days.