sch.3-sec.20Complaints and dispute resolution

sch.3-sec.20 Complaints and dispute resolution

If you have a complaint relating to the sale of energy by us to you, or this contract generally, you may lodge a complaint with us in accordance with our standard complaints and dispute resolution procedures. Our standard complaints and dispute resolution procedures are published on our website. If you make a complaint, we must respond to your complaint within the required timeframes set out in our standard complaints and dispute resolution procedures and inform you— of the outcome of your complaint and the reasons for our decision; and that if you are not satisfied with our response, you have a right to refer the complaint to the Energy and Water Ombudsman Queensland by telephone on 1800 662 837 or through their website at www.ewoq.com.au. (sch.3-sec.20-ssec.20.1) If you have a complaint relating to the sale of energy by us to you, or this contract generally, you may lodge a complaint with us in accordance with our standard complaints and dispute resolution procedures. Our standard complaints and dispute resolution procedures are published on our website. (sch.3-sec.20-ssec.20.2) If you make a complaint, we must respond to your complaint within the required timeframes set out in our standard complaints and dispute resolution procedures and inform you— of the outcome of your complaint and the reasons for our decision; and that if you are not satisfied with our response, you have a right to refer the complaint to the Energy and Water Ombudsman Queensland by telephone on 1800 662 837 or through their website at www.ewoq.com.au.

• (a) of the outcome of your complaint and the reasons for our decision; and
• (b) that if you are not satisfied with our response, you have a right to refer the complaint to the Energy and Water Ombudsman Queensland by telephone on 1800 662 837 or through their website at www.ewoq.com.au.