Complaint Policy
PURPOSE
At Radian Energy we take pride in providing a reliable and hassle free service to our customers.
Unfortunately, sometimes things go wrong. We want our customers to be happy, so we;
Take your complaint seriously
Attempt to resolve your complaint at first contact
Will escalate the matter, if you’re not happy with the resolution offered.
PROCESS
To ensure that your complaint is managed appropriately, we request that you:
Make contact with us as soon as possible. Give us a chance to fix the problem directly. We will investigate what went wrong and seek an immediate solution.
There are 2 options you can choose from to let us know about your complaint.
Don’t forget to include your:
1. Send us an e-mail with your details to connect@radian.com.au
Name
Customer Number
Address
2. Speak to one of our customer service staff on 1300 805 925
Our office is open from Monday to Friday from 9.00am – 5.00pm AEST.
If you cannot call us during these hours, call anyway and leave a voicemail. We will return your call ASAP when we return to work.
WE WILL MAKE OUR SENIOR STAFF AVAILABLE TO YOU
If we cannot resolve your complaint within 10 business days and you’re not happy with how things are progressing – please let us know and we will escalate the matter to a Team Leader. Our Team Leader will work with you to further understand and resolve your complaint. They will also let you know what the outcome of your complaint is within 2 days from initial contact.
REFERRING YOU TO YOUR OMBUDSMAN
If we still haven’t got it right and you’re not happy with how things have gone, please contact your states Energy & Water Ombudsman. This is a free, fair, unbiased and independent resolution service available for Electricity, Gas & Water customers.
Energy and Water Ombudsman New South Wales
Freecall: 1800 246 545
Freefax: 1800 812 291
Interpreter: 131 450
NRS: 133 677
Email: complaints@ewon.com.au
Energy and Water Ombudsman Queensland
www.ewoq.com.au
PO box 3640, South Brisbane, Queensland, 4101
Free call: 1800 662 837
Email: complaints@ewoq.com.au
Energy and Water Ombudsman SA
www.ewosa.com.au
GPO Box 2947, Adelaide, SA 5001
Free Call: 1800 665 565
Ombudsman Tasmania
GPO Box 960 Hobart, TAS 7001
Free Call: 1800 001 170
Email: ombudsman@ombudsman.tas.gov.au
ACT Civil & Administrative Tribunal
https://www.acat.act.gov.au/case-types/energy-and-water-cases
GPO Box 370 Canberra, ACT 2601
Phone: (02) 6207 1740
Email: Tribunal@act.gov.au
TRANSLATION SERVICES
For TTY assistance, please use one of the following 24 hour relay call numbers:
TTY/voice calls: 13 36 77
Speak & Listen: 1300 555 727
SMS relay: 0423 677 767
TIS
If you do not speak English and need help with this document, call the Translating and Interpreting Service (TIS) on 13 14 50 for assistance by an interpreter.
Si vous ne parlez pas anglais et avez besoin d’aide avec ce document, appelez le Service de traduction et d’interprétation (TIS) au 13 14 50 pour l’assistance d’un interprète.
यदि आप अंग्रेजी नहीं बोलते हैं और इस दस्तावेज़ की सहायता की आवश्यकता है, तो दुभाषिया द्वारा सहायता के लिए 13 14 50 पर अनुवाद औरव्याख्या सेवा (Translating and Interpreting Service - TIS) 13 14 50 को कॉल करें।
Jika Anda tidak berbicara bahasa Inggris dan memerlukan bantuan dengan dokumen ini, hubungi Layanan Penerjemahan dan Penerjemahan (TIS) pada 13 14 50 untuk bantuan oleh seorang juru bahasa.
Se non parli inglese e hai bisogno di aiuto con questo documento, chiama il Servizio di traduzione e interpretariato (TIS) al numero 13 14 50 per l’assistenza di un interprete.
英語を話せず、このドキュメントに関するサポートが必要な場合は、13 14 50にある翻訳および通訳サービス (TIS）に電話して、通訳の支援を受けてください。
영어를 구사하지 못하고이 문서와 관련하여 도움이 필요한 경우 통역사의 도움을 받으려면 번역 및 통역 서비스 (TIS) 13 14 50로 전화하십시오.
Se você não fala inglês e precisa de ajuda com este documento, ligue para o Serviço de tradução e interpretação (Translating and Interpreting Service - TIS) da 13 14 50 para obter assistência de um intérprete.
如果你不同意這個文檔講英語和需要幫助的，通過解釋致電翻譯和口譯服務（TIS）13 14 50尋求幫助。
Nếu bạn không nói tiếng Anh và cần trợ giúp với tài liệu này, hãy gọi Dịch vụ Phiên dịch và Phiên dịch (TIS) theo số 13 14 50 để được thông dịch viên hỗ trợ.
如果您不會說英語，並且需要本文檔的幫助，請致電13 14 50致電翻譯服務處以尋求口譯員的幫助。
