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Complaints Handling Procedure

Advanced Energy Management (AEM) Complaints Handling Procedure

While we always aim to provide you with excellent customer service, if you haven’t received the service you expected, you have the right to make a complaint.

A complaint means an expression of dissatisfaction made to us in relation to our products or the complaints handling process itself, where you expect a resolution. Contacting us to request technical support or to report a service issue is not necessarily a complaint. Where it’s not clear to us, we’ll ask you to confirm that you wish to make a complaint.

During the course of your complaint, we will treat you with fairness and courtesy and will provide a fair and reasonable outcome to all parties involved. Our complaints process is designed to encourage the fast and efficient resolution of your issue at the first point of contact. 

How to make a complaint
AEM aims to make it easy for you to bring any problems or complaints to our attention. 

Step 1 – Log a Complaint
If you have a concern, you should first raise it directly with the representative you have been dealing with.
If you are not satisfied with the outcome, please log a complaint in writing or via email to provide us with an accurate record and address your complaint to Customer Service Compliance Officer at:
Email to: accounts@advancedem.com.au
Post to: 22 Garden Avenue, Keilor, Vic, 3036.
Your email or letter should include the following information:

  • Your AEM job number or Tax Invoice number;
  • Your name and contact details;
  • Name of person you contacted/have been dealing with;
  • The nature of the complaint, please include as much detail as possible;
  • Measures taken to resolve the issue at your end;
  • Remedy requested;
  • Copies of any evidence that supports your complaint e.g. photos, emails etc.

When a complaint is received it will be recorded and we will confirm receipt in writing or via email, including a reference for all subsequent communication.  Please contact us again if you have not received a receipt within 7 days.
Complaints are logged and monitored in ServiceM8, our CRM platform.
We aim to resolve all complaints within a period of 30 days of a complaint being logged.

Step 2 – Resolve Issue over the phone
Once a complaint is logged, our Customer Care Compliance Officer will contact the customer over the phone to help determine if the complaint is justified and to help resolve the issue.
If the issue is unable to be resolved over the phone, and/or if required, we will send a representative to make an initial inspection within 14 days of a complaint being logged.

 

Step 3 – Complaint Resolution by Management
 If our Customer Service team is not able to resolve your complaint in the first instance, your complaint will be escalated to a supervisor or team manager for further assistance. 

Following an appropriate investigation by AEM, we will inform you of a proposed remedy. AEM will also take actions to prevent similar complaints occurring in the future.

Step 4 – Organize Resolution
When a proposed remedy has been agreed to by the customer, AEM will organize for the resolution to come in to affect.
Remedies may include (but not be limited to):

  • Refunds
  • Replacement
  • Repairs/Rework
  • Compensation

The remedies and solutions offered are subject to the Terms and Conditions and Warranties which apply to the products and services that you purchased from us.  These include applicable consumer guarantees and our obligations under the Australian Consumer Law or consumer legislation in place at the time you purchased your products and services.

What if you’re still unhappy?
If at any stage of the process, you’re not happy with the progress or proposed resolution of a complaint or you want to know more about your options to pursue a complaint further, we will advise you of your option to reasonably request to have your complaint escalated to a supervisor of Customer Relations or your options for external dispute resolution.

External Complaints: If you are not satisfied with our handling of your concerns, you can contact the fair trading or consumer affairs department in your state.

ACT:   Office of Regulatory Services
Phone: (02) 6207 3000

NSW:   Fair Trading NSW
Phone: 13 32 20

NT:      Consumer Affairs
Phone: 1800 019 319

QLD     Office of Fair Trading
Phone: 13 74 68

SA:      Consumer and Business Services
Phone: 13 18 82

TAS:     Consumer Building & Occupational Services
Phone: 1300 654 499

VIC:     Consumer Affairs Victoria
Phone: 1300 558 181

WA:     Dept of Mines, Industry Regulation & Safety
Phone: 1300 304 054