Bonshaw Energy Park
Renewable Energy, Empowering Progress.
OUR COMPLAINT PROCESS
Our complaint process has been developed in line with Australian and New Zealand standard guidelines for complaint management in organisations, and recommendations from publications by the National Energy Infrastructure Commissioner (who has also responsibility for large-scale solar & battery storage).
The process involves these key steps as described in below
Step 1: Recieve & Register
If you have an inquiry, concern or complaint about Bonshaw Solar Farm you can make it in person, by email or via our contact form or, alternatively, you can send us a letter.
Step4: Respond
After we investigate, we will contact you with our results. This includes what we have found, and what we may do to resolve it.
Step2: Acknowledge
If your complaint is non-urgent, our team will call or email you within 3 business days to acknowledge that we’ve received your complaint.
If it is urgent, we will respond within 24 hours. If we write to you, we keep a copy and date of the correspondence on file.
Once acnowledged complaint, we will
provide a summary of your complaint with a reference number, clarify any issues or ask for more information with expected time to respond. .
Step5: Close
If the process has been completed appropriately, then we will close the complaint. If you are not satisfied with the investigation and resolution, you have the right to request a review.
This will be undertaken by a Senior Manager to ensure the process has been properly followed.
If you remain unsatisfied with investigation and proposed resolution, you have the ability to contact other bodies, such as Inverell Council
Step3: Investigate
We investigate every complaint, and our team make all reasonable attempts to resolve it. We keep accurate records of the investigation including meetings, discussions and activities.
Especially if your complaint relates to property damage consult with our staff and contractors, including senior management .
Step6: Record & Register
When we close a complaint, we log the following:
1) The process we undertook to investigate and resolve the complaint
The proposed resolution
2)Whether this was accepted and how it was implemented
3)Whether or not your complaint was resolved to your satisfaction
4)The reason why the complaint was closed.