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:
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 Civil and Administrative Tribunal|
Telephone: 1300 753 228
Address: QCAT Registry, Level 9, 259 Queen Street, Brisbane QLD 4000
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.