Our process
Upon receipt of a customer issue (written or verbal), we follow this procedure:
- 1 Record and verify the concern
- 2 Raise a support ticket in our CRM software
- 3 Assign a customer resolution manager
- 4 Consult the customer and other relevant parties
- 5 Communicate findings to the customer
- 6 Analyse findings and report results to the customer
- 7 Implement the required solution
Our commitments & timeframes
- Maintain exceptional communication with the customer and keep appropriate records
- Provide feedback on the outcome of the complaint to the customer within 10 business days
- Where additional time (over 10 business days) is required, the customer will be informed of the need for more time to complete the investigation
- Extended investigations are to be resolved within 25 business days of receipt of the complaint
- Any complaint expected to take longer than 25 business days is referred to senior management for review and action
- The ticket is closed when the issue is resolved and the customer is satisfied with the outcome
- A customer satisfaction phone call is placed within 20 business days of support ticket closure
We try to resolve all complaints when they are raised. If we need to investigate further, our primary aim is to resolve the matter within 5 working days or provide you with an estimate of the time it will take. While a complaint is being investigated, we provide regular updates so you are kept informed.
Guide to resolution times
The time we spend investigating depends on the seriousness and complexity of the issue and the timeframes of relevant third parties. The following is a guide only.
| Complaint | Low | High | Average |
|---|---|---|---|
| High Grid Voltage | 1 week | 4 weeks | 3 weeks |
| Component Failure | 2 days | 7 days | 4 days |
| Installation Problem | 2 days | 7 days | 4 days |
| High Electricity Bill | 1 day | 7 days | 2 days |
| Monitoring Issue | 2 days | 7 days | 3 days |
| Sales Process | 1 day | 4 days | 2 days |
| Metering Issue | 2 days | 4 weeks | 2 weeks |
| Contract / Paperwork | 1 day | 7 days | 3 days |
| Other | 1 day | tba | tba |
Sometimes we may not be able to resolve a complaint within these timeframes. If that's the case, we'll contact you to explain the reason for the delay and give you a new timeframe. In any case, the aim is for the investigation to be completed within 25 business days of receipt. If you are not happy with how your complaint has been resolved, we will escalate it to the next level of management for review. We keep a record of your complaint and its outcome even after the ticket is closed.
How to lodge a complaint
- Call 1300 797 630
- Call the mobile number of your sales consultant
- Email support@impressivebatteries.com.au
Escalating outside the company
If you feel your complaint has not been handled to your satisfaction, you can escalate it to the relevant consumer protection organisation:
You may also contact the administrator of the New Energy Tech Consumer Code (NETCC).