Feedback & Complaints

• A complaint is an expression of dissatisfaction made to or about ATCO Australia related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
• A query is a request for information about a product or service provided by ATCO Australia that does not reflect dissatisfaction.

Anyone can lodge a complaint with us, at no cost, as we are keen to be given the opportunity to resolve any issues you may have.

For ease of contact, there are a few ways you can lodge your complaint:

• Contact us on 13 13 56, (business hours, Monday - Friday, except public holidays)
• Write to us at Locked Bag 2, Bibra Lake DC, WA 6965
• Complete online via the online complaint form
• For general enquiries please contact us online
• If you don?t speak English, call the telephone interpreter service on 13 14 50
• If you have hearing or speech difficulties, call the TTY service on 13 36 77

• Whichever channel you choose to lodge your complaint, we will acknowledge and respond to you within two business days of receipt, advising we have recorded your complaint for investigation and resolution.
• We will keep you informed of resolution progress and contact you within five business days to work towards a resolution. Our aim is to resolve your complaint within 20 business days with regular agreed updates along the way.

• In some cases you may have a complaint that relates to another organisation. When we receive a complaint that does not relate to our products, services or staff, we will advise you of this, and if known, tell you who to contact.

• We will keep all details regarding your complaint confidential and your privacy respected at all times as per our privacy policy.
• A record of your complaint will be maintained and kept within our customer information system.

The quickest way to get a resolution to your issue is to allow us the opportunity to investigate your complaint and attempt to resolve the issue to your satisfaction.

However, following our response, if you are still unsatisfied you can request to have your complaint considered by a senior employee.

• If we are unable to resolve your complaint, the Energy and Water Ombudsman of WA is an independent, free service available to residential and business customers responsible for resolving disputes that cannot be resolved internally. The Energy Ombudsman of WA can be contacted on the free call number 1800 754 004.

We welcome compliments as they recognise our staff members or departments who have exceeded our customers? service expectations. They also allow us the opportunity to formally recognise our people for providing a great customer experience.

By providing general feedback on our people, processes or systems you can help us continually improve in all facets of our business. If we don?t hear or know if there is any area for improvement, we can?t fix it.

To provide a compliment or general feedback, you can:

• Contact us on 13 13 56, (business hours, Monday - Friday, except public holidays)
• Complete an online enquiry via the enquiry form?
• Write to us at Locked Bag 2, Bibra Lake DC, WA 6965?