Complaints

We are committed to providing our customers with high quality, reliable service. If problems do arise we will work towards resolving them as soon as you contact us. Our aim is to resolve phone enquiries at the initial contact, and have written enquiries answered within 5 business days.

All complaints are handled in line with our complaints and handling policy and procedures, which ensures that requirements set in the Australian Standard ISO 10002 (2006) Complaint Handling are met.

HOW TO MAKE A COMPLAINT

If you have contacted CleanPeak Tonsley by phone but feel that your complaint or issue has not been resolved, we request that you write your complaint and mail it to us. Our mailing address is:

CleanPeak Energy Pty Ltd
PO Box 786
North Sydney NSW 2059

If you are not satisfied with the resolution of the complaint, you may escalate your complaint. At any time during the complaints process, you may request our complaints procedure which includes the relevant internal escalation processes.

Please see our Complaints Handling Policy for further information.

Energy and Water Ombudsman SA 

If you still feel that the issue has not been resolved to your satisfaction you may choose to contact the Energy and Water Ombudsman SA (EWOSA). The contact details for the EWOSA are:

Telephone

Toll free number: 1800 665 565 between 8:30 am and 5:00 pm, Monday to Friday.

Online

https://www.ewosa.com.au
You can submit a complaint by completing EWOSA’s online complaint form.

Post

GPO Box 2947
Adelaide SA 5001

Office address (strictly by appointment only)

Level 11, 50 Pirie Street
Adelaide SA 5000