Although we try to provide the best service to our customers, we're a business of humans, which means sometimes we get it wrong. If you're unhappy with our service, you can issue a complaint to us and we will do our best to find a resolution.
YES Energy endeavours to manage each complaint it receives in a respectful, empathetic and efficient manner towards the customer involved. YES Energy regularly trains their representatives on techniques to encourage an amicable relationship between the customer and YES Energy to remain after the dispute is resolved.
For each complaint, our representatives are encouraged to:
• Be customer focused
• Be open and accountable
• Act fairly and proportionately
• Resolve all complaints efficiently and effectively
YES Energy also encourages its representatives to be patient, articulate and be able to fairly balance the interests of the organisation with those of the consumer. YES Energy always encourages its representatives to communicate legitimate complaints to the leadership team so that the business can effectively assess any need for changes to policies and processes.
We will always ensure the training undertaken helps strengthen communication skills and alert representatives to the different needs of consumers from different cultural, ethnic, socio-economic or educational backgrounds.
You can download a copy of YES Energy's Standard Complaints Handling Policies and Procedures here.
YES Energy endeavours to manage each complaint it receives in a respectful, empathetic and efficient manner towards the customer involved. YES Energy regularly trains their representatives on techniques to encourage an amicable relationship between the customer and YES Energy to remain after the dispute is resolved.
For each complaint, our representatives are encouraged to:
• Be customer focused
• Be open and accountable
• Act fairly and proportionately
• Resolve all complaints efficiently and effectively
YES Energy also encourages its representatives to be patient, articulate and be able to fairly balance the interests of the organisation with those of the consumer. YES Energy always encourages its representatives to communicate legitimate complaints to the leadership team so that the business can effectively assess any need for changes to policies and processes.
We will always ensure the training undertaken helps strengthen communication skills and alert representatives to the different needs of consumers from different cultural, ethnic, socio-economic or educational backgrounds.
You can download a copy of YES Energy's Standard Complaints Handling Policies and Procedures here.
Our commitment to you, our customer:
- We recognise you have the right to raise concerns regarding your energy supply and service
- We will endeavour to resolve any issues you have in relation to any product, offer or service we provide in an effective, professional and respectful manner
- We will respond quickly to complaints with the aim of resolving the complaint with you quickly and efficiently
- We will consistently keep you informed of progress being made on a complaint raised by you
- We will advise you of how and when you can escalate a complaint to more senior staff at YES Energy, and inform you of your right to issue a formal complaint with the relevant Ombudsman for your state or territory, or any other relevant organisation
- We will use your feedback to further improve the way we manage complaints and disputes
At YES Energy, we follow a Complaints Handling Policy to ensure we handle complaints consistently and efficiently. We aim to always be:
Open-minded and objective, treating each compliant in an unbiased and objective manner to obtain a fair and reasonable outcome for both parties.
Accessible and transparent. We will ensure you have access to the information and resources you require to ensure your complaint is satisfactorily handled, and how you can escalate the complaint should you be unsatisifed with the result.
Our team will endeavour to find a resolution for your complaint at the first point of contact, however some complaints are more complex and require further investigation. Should this be the case, we will aim to have a reasonable outcome for your complaint within 15 business days. If YES Energy require more time than this, we will contact you to dicuss our options.
You have the right to access or correct any personal information we hold about you. You may obtain this information by contacting out Customer Care team on 1300 777 937, or by emailing [email protected].
Open-minded and objective, treating each compliant in an unbiased and objective manner to obtain a fair and reasonable outcome for both parties.
Accessible and transparent. We will ensure you have access to the information and resources you require to ensure your complaint is satisfactorily handled, and how you can escalate the complaint should you be unsatisifed with the result.
Our team will endeavour to find a resolution for your complaint at the first point of contact, however some complaints are more complex and require further investigation. Should this be the case, we will aim to have a reasonable outcome for your complaint within 15 business days. If YES Energy require more time than this, we will contact you to dicuss our options.
You have the right to access or correct any personal information we hold about you. You may obtain this information by contacting out Customer Care team on 1300 777 937, or by emailing [email protected].
At YES Energy, we take complaints about our service or operations very seriously. If you have a query regarding how we handle your complaint or personal information, a suggestion on how we could improve our service or would simply like to update or change your personal information, please contact our Customer Care team.
YES Energy are committed to maintaining the confidentiality of your personal information. During any complaint procedure, we will keep your personal information confidential and will not disclose it to third parties (except as may be permitted or required under relevant privacy legislation).
For further information on how we handle your personal information, or how to raise privacy related enquiries, please view our Credit Reporting Policy and our Privacy Policy.
YES Energy are committed to maintaining the confidentiality of your personal information. During any complaint procedure, we will keep your personal information confidential and will not disclose it to third parties (except as may be permitted or required under relevant privacy legislation).
For further information on how we handle your personal information, or how to raise privacy related enquiries, please view our Credit Reporting Policy and our Privacy Policy.
If you would no longer like to be contacted by YES Energy for sales and marketing purposes, please give us a call on 1300 777 937 or email us at [email protected] so we can add you to our contact list.
Should you be unsatisifed with YES Energy's handling of your complaint, you can escalate your concerns to the Energy and Water Ombudsman relevant to your state. This is a free and independent service that can provide you information and advice on the legimitacy of your complaint and independently investigate the complaint if necessary.
Should you require the services of an interpreter, we can organise one when you call us on 1300 777 937.
Energy and Water Ombudsman of New South Wales
PO Box 1343, Haymarket NSW 1240
Reply Paid 86550, Sydney South NSW 1234
Free call: 1800 246 545
Free fax: 1800 812 291
Email: [email protected]
Interpreter: 131 450
For help using an interpreter visit TIS
National Relay Service: 133 677
For help using this service visit NRS
Energy and Water Ombudsman Queensland
Freecall: 1800 662 837
Translation services: 131 450
For help using an interpreter visit TIS
National Relay Service: 133 677
For help using this service visit NRS
Fax: (07) 3006 2670
Online: http://www.ewoq.com.au/submit-a-complaint
Email: [email protected] or [email protected]
Level 16/53 Albert Street, Brisbane City QLD 4000
Energy and Water Ombudsman of South Australia
Freecall: 1800 665 565
National relay service: 133 677
Translating and interpreting service (TIS): 131 450
Post: GPO Box 2947 Adelaide SA 5001
Office address (by appointment only):
Level 11, 50 Pirie Street Adelaide SA 5000
Online: https://ewosa.com.au/submit-a-complaint
