Customer Advocacy. Complaints Management Policy

Transcription

1 Customer Advocacy Complaints Management Policy

2 Complaints Management Policy Page 2 1. Purpose 1.1 The purpose of this policy is to provide customers and stakeholders with an overview and understanding of Jacana Energy s Complaints Handling Procedure. 1.2 This policy ensures that Jacana Energy can receive, record, process and respond to complaints in a way that meets customer and community requirements, informs management about service standards and trends, and meets regulatory and legislative requirements. 1.3 This policy is intended to ensure that we handle complaints fairly, efficiently and effectively and will address the following aspects of complaint handling: Provide complainant with an open, effective and responsive complaints process. Recognise and address the needs and expectations of customers. Analyse and evaluate the root cause in order to improve the products and service offered by Jacana Energy. Create a customer focused environment that is open to feedback, including complaints. Provide the basis for continual review and analysis of complaints handling and associated processes. Provide information that can be used by us to deliver quality improvements in our services, systems, practices, procedures and products. Provide a complaint process to external and internal management or organisations. 1.4 This policy provides guidance to our staff and customers on the key principles and concepts of our complaint management system. 2. Scope This policy applies to the complaint handling processes used by Jacana Energy and wider staff who receive complaints from customers, stakeholders or organisations about the Corporation. 3. Commitment 3.1 It is Jacana Energy s policy to ensure that all enquiries and concerns are managed in a fair, effective and efficient manner. Jacana Energy will endeavour to resolve all concerns provided it is reasonable to do so without the need for the complainant to pursue. 3.2 Where the complainant chooses to escalate a concern to a complaint, Jacana Energy will record the complaint, acknowledge receipt and act to ensure the complainant promptly receives the standard of service to which they are entitled under legislation or contract.

3 Complaints Management Policy Page All complaints will be handled fairly, effectively and courteously and in a manner which is equitable, objective and unbiased. Jacana Energy will take care to monitor all complaints received and complainants will be kept informed of the progress of their complaint. 3.4 Persons making complaints will be: provided with information about our complaint-handling process; provided with multiple and accessible ways to make complaints; listened to, treated with respect and actively involved in the complaint process where possible and appropriate; and provided with reasons for our decision/s and any options for redress or review. 3.5 We will take all reasonable steps to ensure that persons making complaints are not adversely affected because a complaint has been made by them or on their behalf. 4. Principles 4.1 Accessibility Jacana Energy has designed its complaint handling process to provide flexibility and accessibility for persons wanting to make a complaint. If a person wishes to lodge a complaint they can do so: in writing; customerfeedback@jacanaenergy.com.au Mail: GPO Box 1785, Darwin, NT 0810 Website: verbally by phone; 1800 JACANA ( ) in-person; At any Power and Water Customer Service Centre If a person prefers or needs another person or organisation to assist or represent them, we will communicate with their representative as requested. Anyone may represent a person wishing to make a complaint with the complainant s consent (e.g. advocate, family member, legal or community representative, member of Parliament, another organisation). An interpreter service is available from NT Interpreter Services by phoning Confidentiality Personally identifiable information concerning complainants will only be used for the purposes of addressing the complaint.

4 Complaints Management Policy Page Personal information will be used and disclosed in accordance with Jacana Energy s Privacy Policy which is available on our website: Objectivity and Fairness We aim to address each complaint with integrity and in an equitable, objective and unbiased manner Conflicts of interests, whether actual or perceived, will be managed responsibly. In particular, internal reviews of how a complaint was managed will be conducted by a person other than the original decision maker. 4.4 Responding flexibly Our staff is empowered to resolve complaints promptly and with as little formality as possible We will adopt flexible approaches to service delivery and problem solving to enhance accessibility for people making complaints and/or their representatives We will assess each complaint on its merits and involve people making complaints and/or their representative in the process as far as possible. 4.5 Responsiveness Upon receipt of a complaint, it will be acknowledged within 2 working days The nominated officer will record the complaint and any supporting information in Jacana Energy s complaint management system. This ensures that complaints can be monitored through to completion and provides the ability to analyse complaints allowing for identification of trends and process improvement or training needs to provide better service Jacana Energy requires the following information in order to record a complaint: contact details of the complainant; details of the complaint; requested resolution (if provided); immediate action taken (if any); and premises complaint relates to (if an electricity account related complaint) We will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately Jacana Energy will endeavour to provide a resolution within 20 working days from receipt. For complaints that are of a complex nature and require extensive investigation, or where a complaint cannot be resolved within 20 business days, Jacana Energy will keep the complainant informed of progress and agree on a mutually acceptable extension of time Responses will be provided in writing, (either via or post), unless the complainant has indicated that a telephone response is sufficient.

5 Complaints Management Policy Page We will advise the complainant as soon as possible when we are unable to deal with any part of their complaint and provide advice about where such issues and/or complaints may be directed (if known and appropriate). 4.6 Complaints involving multiple organisations Where a complaint involves multiple organisations, we will work with the other organisation/s where possible; to ensure that communication with the person making a complaint and/or their representative is clear and coordinated Subject to privacy and confidentiality considerations, communication and information sharing between the parties will also be organised to facilitate a timely response to the complaint Where a complaint involves multiple areas within our organisation, responsibility for communicating with the person making the complaint and/or their representative will also be coordinated by the complaint officer. 4.7 Complaints involving multiple parties When similar complaints are made by related parties we prefer to communicate with a single representative of the group. 4.8 Escalation of Complaint The next diagram illustrates the escalation of complaints within Jacana Energy:

6 Complaints Management Policy Page All complaints will be initially assessed in terms of severity, safety, complexity and impact. Jacana Energy will make every reasonable effort to investigate all the relevant circumstances and information surrounding a complaint. If the complaint is of a particular serious nature, Jacana Energy will take immediate action to resolve it. As part of its response to the complainant Jacana Energy will propose action to be taken to correct the issue and or prevent it from happening in the future. If the complainant accepts the proposed decision or action, it will be carried out and recorded If the complainant is dissatisfied with the initial response, the complainant can request for the complaint to be reviewed by senior Jacana Energy Management. Otherwise the complainant can refer the matter to the Ombudsman NT If a complainant is not satisfied with the response received from Jacana Energy and the matter has already been reviewed by senior management, they should refer the matter to the Ombudsman NT. The Ombudsman NT can be contacted via: Mail: PO Box 1344, Darwin NT 0800 Phone: Fax: nt.ombudsman@nt.gov.au 4.9 Closing the complaint, record keeping, redress and review At the time of closing the complaint we will record the following: steps taken to address the complaint; the outcome of the complaint; and any undertakings or follow up action required We will ensure that outcomes are properly implemented, monitored and reported to the complaint handling manager and/or senior management Where a person making a complaint is dissatisfied with the outcome of Jacana Energy s review of their complaint, they may seek an external review of our decision Continuous improvement We are committed to improving the effectiveness and efficiency of our complaint management system. To this end, Jacana Energy will: support the making and appropriate resolution of complaints; implement best practices in complaint handling; recognise and reward exemplary complaint handling by staff; regularly provide reports to Audit, Risk and Compliance Manager; regularly review the complaints management system and complaint data; and implement appropriate system changes arising out of our analysis of complaints data and continual monitoring of the system.

7 Complaints Management Policy Page 7 5. Roles and Responsibilities The following table outlines the nature of the commitment expected from staff and the way that commitment should be implemented: Who Commitment How CEO of Jacana Energy Executive Management Team Promote a culture that values complaints and their effective resolution Report publicly on Jacana Energy s complaint- handling process. Provide adequate support and direction to key staff responsible for handling complaints. Regularly review reports about complaint trends and issues arising from complaints. Encourage all staff to be alert to complaints and assist those responsible for handling complaints resolve them promptly. Encourage staff to make recommendations for system improvements. Recognise and reward good complaint-handling by staff. Support recommendations for system, service and/or product improvements arising from analysis of complaint data. Customer Experience and Advocacy Consultant Customer Resolution Specialist Establish and manage Jacana Energy Complaints Policy Provide regular reports to Jacana Energy Board, Executive Leadership Team, The Operations Team and the Audit Risk and Compliance Manager on issues arising from complaint- handling work. Ensure recommendations arising out of complaint data

8 Complaints Management Policy Page 8 analysis are canvassed with and implemented where appropriate. Recruit, train and empower staff to resolve complaints promptly and in accordance with Jacana Energy s policies and procedures. Encourage staff managing complaints to provide suggestions on ways to improve the organisation s complaint management system. Encourage all staff to be alert to complaints and assist those responsible for handling. Staff whose duties include complaint- handling Demonstrate exemplary complaint- handling practices Treat all people with respect, including people who make complaints. Prioritise importance and urgency of complaints. Comply with Jacana Energy s complaint-handling policies and procedures. Keep informed about best practice in complainthandling. Provide suggestions to management on ways to Improve the organisation s complaints. All staff Understand and comply with Jacana Energy s complainthandling practices Treat all people with respect, including people who make complaints. Be familiar with Jacana Energy s complaint- handling policies and procedures. Assist people who wish to make complaints access the

9 Complaints Management Policy Page 9 6. Reporting Requirements Jacana Energy s complaints process. Be alert to complaints and assist staff handling complaints resolve matters promptly. Provide feedback to management on issues arising from complaints. Implement changes arising from individual complaints and from the analysis and evaluation of complaint data. 6.1 We will ensure that complaints are recorded in a systematic way so that information can be easily retrieved for reporting and analysis. 6.2 Regular reports will be run on: the number of complaints received; issues arising from complaints; systemic issues identified; the outcome of complaints, including matters resolved at the frontline; and regular analysis of these reports to be undertaken to monitor trends, measure the quality of our customer service and implement business improvements. 6.3 Both reports and their analysis will be provided to Jacana Energy Executive Leadership Team. A summary of complaints will be included in Board level reporting. 6.4 Monitoring may include the use of audits, complaint satisfaction surveys and online listening tools and alerts. 6.5 In addition, Jacana Energy will also fulfil its regulatory obligation for formal reporting to the Utilities Commission in relation to service standards. 7. Policy Review This policy will be reviewed at least annually by the Customer Experience and Advocacy Consultant.

10 Complaints Management Policy Page 10 Version Effective Date Change Description Approved by Review Date 01 16/10/2015 Initial version Board of Directors 16/10/2016