Introduction

1.1 Objectives and purposes of Complaints Handling Policy

Power Stash, a trading name of Brindley Enterprises Pty Ltd (ABN 32 160 269 376), is unwavering in its commitment to providing superior services and products to all our esteemed customers. We actively seek to grasp and address the requirements and worries of our clientele. This policy serves as a roadmap on how Power Stash manages, and processes customer grievances associated with our business operations and transactions. The goal of this policy is to empower Power Stash to tackle and settle complaints in a manner that is swift, impactful, and exudes professionalism.

1.2 Background In creating this policy

Power Stash has been diligent in making sure our procedures align with pertinent legal obligations and industry best practices. This policy, specifically, has been meticulously crafted to meet the standards outlined in AS ISO 10002-2006, which provides guidelines for handling complaints in organizations with a focus on customer satisfaction.

1.3 What is a Complaint?

In alignment with AS ISO 10002-2006, a complaint is defined as “an expression of discontent directed at an organization, concerning its products, or the process of handling complaints itself, where an explicit or implicit answer or resolution is anticipated.” Power Stash embraces this definition of “complaint” in the context of this policy. Any individual or entity that is displeased with any aspect of a product or service provided by Power Stash is encouraged to lodge a complaint. This can be done either in written form or verbally. Some forms of “complaints” may manifest as negative feedback,
which may not necessitate a resolution or response. While we recognize that this kind of feedback can offer valuable insights, this policy does not pertain to such feedback as it
doesn’t fit within the stipulated definition of a complaint.

2. Guiding principles for effective handling of complaints

Power Stash upholds the guiding principles stated in section 4 of AS ISO 10002-2006, which govern the proficient handling of complaints. These principles are as follows:

Visibility: Information regarding how and where to file a complaint is extensively publicized to customers, Power Stash staff, and other involved parties. This policy will e made available to you prior to your initial consultation, and it can be obtained at our facilities or upon request.

Accessibility: The process for handling complaints, as laid out in this policy, is designed to be easily navigable for both complainants and all relevant Power Stash representatives. This policy has been written in an understandable format, clearly outlining the procedure for lodging, and resolving complaints.

Responsiveness: We immediately acknowledge each received complaint. Complaints are promptly addressed based on their urgency. We strive to handle complaints efficiently and effectively, treating complainants courteously and keeping them informed throughout the complaint-handling process.

Objectivity: Every complaint is treated with fairness and impartiality during the complaint resolution process.

Charges: The process of handling complaints is provided free of charge to the complainant.

Confidentiality: We strictly safeguard personally identifiable information about the complainant, only disclosing it with the express consent of the complainant.

Customer-focused Approach: Power Stash is dedicated to a customer-centric approach when addressing complaints. We welcome feedback, including the manner in which complaints are made, and recognize our customers’ rights to express dissatisfaction.

Accountability: Power Stash and its staff accept responsibility for efficient complainthandling procedures, taking ownership of and reporting on the organization’s actions and decisions in relation to complaint management. Continual Improvement: Power Stash is committed to the ongoing enhancement of our complaint handling processes.

3. Complaints Handling

3.1 How a complaint can be made

Where possible, complaints should be made in writing so that the details of the complaint are clear and complete and so that we may more effectively deal with the complaint. Complaints should be directed to:
Power Stash’s Complaint’s Director
5/18 Blanck Street, Ormeau QLD 4208
Telephone: 1300 396 619
Email: complaints@powerstash.com.au

3.2 Information to be provided

When lodging a complaint, we request the following details:

• Your full name, the organization you represent (if applicable), your role, and your contact information;
• Your association with Power Stash;
• The name of any Power Stash representative you’ve been in contact with;
• Specifics of the complaint, including the date and time of the event that led to the complaint;
• Information about any Power Stash personnel involved (if applicable);
• Any supporting documents related to the complaint

3.3 Help with making a complaint

If you require any assistance in formulating or lodging a complaint, please contact the Complaints Director at the contact details set out above.

3.4 Acknowledgment of complaint

Upon receiving a complaint, we will promptly acknowledge its receipt. Our goal is to resolve all complaints within two (2) weeks from the time we receive them, although this timeframe may not always be achievable. In instances where the resolution of a complaint will take longer than two (2) weeks, we will reach out to the complainant to explain the reasons for the delay and provide an estimated timeframe for the completion of our review.

3.5 Your rights in the complaints process

Complainants are entitled to inquire about the progress of their complaint by reaching out to the Complaints Director or any other designated Power Stash representative who has been identified as the primary handler of the complaint. In instances where the resolution of complaints takes longer than the targeted 2-week timeframe, final responses will be provided within 25 business days of receipt of the initial complaint.

3.6 Responding to a complaint

Upon completion of our review, we will provide a written response to the complainant. If the complainant is not satisfied with our resolution, they have the right to request a reconsideration of our decision by the Complaints Director. To do this, they should submit a written request to the Complaints Director, which can be sent via post or email to the contact details provided earlier.

3.7 Further action

Should a complainant still be dissatisfied with how their complaint has been managed, they may have the right to escalate their complaint to an external dispute resolution entity. Complainants may also contact the following organizations should they be dissatisfied with the outcomes of complaints:

Access Canberra

13 22 81 www.accesscanberra.act.gov.au
Postal Address: GPO Box 158, Canberra ACT 2601

NSW Fair Trading

13 32 20 www.fairtrading.nsw.gov.au
Postal Address: PO Box 22, Bathurst NSW 2795

NT Consumer Affairs

1800 019 319 https://consumeraffairs.nt.gov.au
Postal Address: PO Box 40946, CASUARINA NT 0811

Office of Fair Trading Queensland

13 74 68 https://www.fairtrading.qld.gov.au
Postal Address: GPO Box 3111, BRISBANE QLD 4001

SA Consumer and Business Services (CBS)

13 18 82 https://www.cbs.sa.gov.au
Address: Ground Floor, 95 Grenfell St, Adelaide 5000

Tasmania Consumer, Building and Occupational Services (CBOS)

1300 654 499 https://www.cbos.tas.gov.au
Postal Address: PO Box 56, Rosny Park TAS 7018

Consumer Affairs Victoria (CAV)

1300 55 81 81 https://www.consumer.vic.gov.au
Postal Address: GPO Box 123, Melbourne VIC 3001

WA Consumer Protection – Department Of Mines, Industry Regulation and Safety

1300 30 40 54 https://www.commerce.wa.gov.au/consumer-protection
Postal Address: Locked Bag 100, EAST PERTH WA 6892

Clean Energy Council

03 9929 4141 https://www.cleanenergycouncil.org.au/lodge-a-complaint
Address: Level 20, 180 Lonsdale St, Melbourne VIC, 3000, Australia

4. Quality Assurance

Our Complaints Director will routinely analyse complaints to identify any potential recurrent or systemic issues. Upon detecting such problems, we will contemplate the necessary actions to rectify them. Additionally, we will periodically review our complaint handling process to ensure its efficiency and effectiveness in resolving received complaints, thereby enhancing our service delivery.