What is Amber's Complaints process?

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We're sorry if things haven't gone to plan

We're an Aussie startup that tries really hard to get it right, in line with our published Complaint and Dispute Resolution Procedure

 

Our goal at Amber is to help customers save money while powering the transition to renewable energy. We recognise that there may be some hurdles along the way, although we are committed to always trying to do right by our customers.

 

What is our complaints process?

Once we have received your complaint, we will reply to you within 10 business days to confirm we have received it. From there we will contact you directly to work through the issue with you and will continue to update you via email.

We will monitor your complaint progress regularly to ensure we resolve it with you as soon as practical. We aim to resolve all complaints within 20 business days of receipt of your complaint.

If it takes us longer than 20 business days to resolve your complaint, we’ll contact you to provide you with an update on our progress.

 

How to raise a complaint with us

If you’re yet to discuss your issue with our customer service team, please first email us at info@amber.com.au. If you’ve already done so and are unsatisfied with our response, please fill out the complaints form here and this will be reviewed by our case management team.

Alternatively you can reach us via email at complaints@amber.com.au or leave us a detailed message to request a call back on 1800 531 907.

 

If you're not satisfied

We will always work toward a fair and reasonable resolution for any dispute. Additionally, all our customers have the right to an independent complaint resolution scheme. We’re a member of the Energy and Water Ombudsman for each state we retail in, meaning our customers can contact the Ombudsman in their state at any time for independent advice and assistance. Your state's Ombudsman office details can be found here.

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