Introduction
RMS Utilities understand that sometimes our customers may have complaints they need to raise to the business, this policy will provide all our customers with a free, fair and prompt resolution of their complaints. As a customer centric organisation, it is of utmost importance to treat our customers with respect and in a transparent manner.

A complaint could be defined as the expression of a customer’s dissatisfaction relating to any of our offered services including the complaints handling process itself.

Complaints procedure
A customer may lodge a notice of complaint at any time by means of an email, letter or telephone using the following contact details:

Telephone: 1300 938 051
Email: rms@rmsutilities.com.au
Mail: Level 23, HWT Tower 40 City Road, Southbank VIC 3006

To allow a prompt resolution of your complaint we will require the following information:

• Your contact details;
• Complaint description and requested outcome;
• Immediate action required;
• Other supporting information.

We will acknowledge your complaint within two business days of receiving the notice of complaint. An appointed customer service representative will investigate your complaint and provide constant feedback regarding the investigation, we endeavour to resolve all received complaints within 21 business days of receipt. The outcome of the complaint and proposed resolution will be communicated with the complainant once the investigation has been completed.

All complaints are recorded and stored in accordance to our Privacy Policy available on www.rmsutilities.com.au.

During the investigation
While your complaint is investigated we will:

• Refrain from any external debt recovery actions;
• Request that you pay any outstanding amount that is not related to your complaint, or an amount equal to your average bill.

Complaints escalation
The customer may at any time request an internal escalation, such a request will be granted.

If a customer is not satisfied with our investigation and response, they may request independent advice and action from their relevant Energy and Water Ombudsman.

External Dispute Resolution

All our customers have the right to contact the relevant state Energy & Water Ombudsman at any time for independent advice and assistance. The energy ombudsman scheme in each state receives, investigates and resolves customer complaints and disputes.

Victoria
Energy and Water Ombudsman Victoria
www.ewov.com.au

New South Wales
Energy & Water Ombudsman NSW (EWON)
Freecall: 1800 246 545
Freefax: 1800 812 291
Mail: Reply Paid 86550, Sydney South NSW 1234
www.ewon.com.au