TRADING HOURS

Monday 9.00am – 5.30pm
Tuesday 9.00am – 5.30pm
Wednesday 9.00am – 5.30pm
Thursday 9.00am – 9.00pm
Friday 9.00am – 5.30pm
Saturday 9.00am – 5.00pm
Sunday 10.00am – 4.00pm

Individual store trading hours may vary.
Trading hours may vary on public holidays.
Please contact stores directly for their trading hours.

TRADING HOURS

Monday 9.00am – 5.30pm
Tuesday 9.00am – 5.30pm
Wednesday 9.00am – 5.30pm
Thursday 9.00am – 9.00pm
Friday 9.00am – 5.30pm
Saturday 9.00am – 5.00pm
Sunday 10.00am – 4.00pm

Individual store trading hours may vary.
Trading hours may vary on public holidays.
Please contact stores directly for their trading hours.

Embedded Networks Dispute

Legal | Embedded Networks Dispute Resolution | Privacy Policy | Contractors

Complaints Management and Dispute Resolution Procedures – Embedded Networks

These Complaints Management and Dispute Resolution Procedures apply to a tenant who is supplied and sold energy by a QIC entity in a shopping centre in Queensland, New South Wales or Victoria that is managed by QIC Global Real Estate (us).

These Procedures document a process by which you may raise concerns and complaints with us regarding matters associated with our supply and sale of energy, and set out a framework for those concerns and complaints to be appropriately addressed and resolved.

How to raise a complaint with us:

We recognise that you have a right to raise a complaint with us at any time.

If you have a complaint, you may raise this complaint either by phone or in writing (email or letter) with the Centre Management team at the shopping centre to which your complaint relates. 

Contact details for the Centre Management team will be available on the shopping centre’s website.

What we will do when we receive your complaint:

General Principles:

We are strongly committed to addressing any complaints received by us in a fair manner and within a reasonable time frame. 

All persons who make a complaint will be treated in a professional and respectful manner.

There are no fees or charges associated with you making a complaint or requesting information in relation to your complaint.

Complaints by Phone: If you make a complaint over the phone, our Centre Management team will endeavour to obtain all information that is relevant to your complaint and resolve your complaint during your phone call.  If your complaint is not resolved during this phone call, we will make a record of your complaint and consider your complaint in accordance with our internal procedures.

Written Complaints: If you submit a complaint in writing, you will receive an acknowledgement of the receipt of your complaint from Centre Management. Your complaint will then be considered in accordance with our internal procedures.

Further Information: If we require further information from you to consider your complaint, we will contact you and request this further information.

If We are Unable to Deal with Your Complaint: If we are unable to deal with all or part of your complaint, you will be advised of this as soon as practicable. 

Status Updates: If you would like an update on the status of your complaint at any time, you can contact Centre Management.

Responding to Your Complaint: Once your complaint has been considered, we will respond to your complaint in writing.

Escalation of Your Complaint: If you are not happy with the way in which we are dealing with your complaint, you can ask for your complaint to be escalated and we will escalate your complaint internally to a more senior staff member in accordance with our internal procedures.

What are your options if you are not satisfied with the outcome of your complaint?

If you are not satisfied with the outcome of your complaint, you may also contact the following organisations in your State who may assist you to deal with yourcomplaint:

Queensland
Queensland Civil and Administrative Tribunal
Telephone: 1300 753 228
Website: WWW.QCAT.QLD.GOV.AU
Address: QCAT Registry, Level 9, 259 Queen Street, Brisbane QLD 4000
New South Wales
Energy and Water Ombudsman New South Wales
Telephone: 1800 246 545
Website: WWW.EWON.COM.AU
Email: COMPLAINTS@EWON.COM.AU
Address: Reply Paid 86550, Sydney South NSW 123
Victoria
Energy and Water Ombudsman Victoria
Telephone: 1800 500 509
Website: WWW.EWOV.COM.AU
Email: EWOVINFO@EWOV.COM.AU
Address: GPO Box 469, Melbourne VIC 3001

Personal Information:

When you make a complaint with us, we will collect the personal information that you provide when you make your complaint.  This may include your name, phone number, email address and other contact details that you provide to us.  Your personal information will be managed and used in accordance with our obligations under the Privacy Act 1988 (Cth) and our Privacy Policy, which is available on the shopping centre’s website.   This may include using your personal information to manage your complaint, and to contact you in relation to your complaint.  Your personal information may be provided to our contractors who assist us to manage the sale and supply of energy, to the dispute resolution organisations listed in these Procedures and to any relevant regulators. 

Updates to this Procedure:

These Procedures may be updated from time to time, in response to regulatory changes and otherwise.  Changes to these Procedures will be published on the shopping centre’s website.

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Get in touch with us

Email:
Phone:
Address:
16 Maryborough Street, Bundaberg, QLD, 4670