Service and Support
COMPLAINTS AND DISPUTE RESOLUTION PROCEDURE
At Trione Energy we aim to do things right the first time nevertheless we understand that sometimes you may have an enquiry or a complaint. We will do our best to resolve your matter as fairly and quickly as possible
How to make a complaint
- Get in touch with our customer service team
Need help with an enquiry or complaint? Please email us at firstname.lastname@example.org. Alternatively, you can call us on (03) 9070 3557 9 am – 5 pm Monday to Friday
So we can help you without delays please provide the following
- Your Trione Energy Agreement Number
- Your name, address and contact details
- The nature of your complaint in detail
- Agree on a solution
Your assigned Complaints Office will call you within 24-48 hours of us logging your complaint and will start working towards the best possible solution.
When the solution requires a detailed analysis, we will organises a technician to visit provide a complete resolution of the issue.
- How long will it take?
Some complaints can be sorted out very quickly but for others we need a time of 14-21 days.
We will let you know what we are doing about your complaint, how long it will take and provide you with feedback so you’ll always know what to expect in the process.
If on the rare occasions that the resolution is not achieved within the 21 day timeframe, we would communicate to you the need for more time and completed the investigation within 45 days of the initial complaint.
- Still Concerned?
You can request an update on the progress of your complaint at any time by contacting your Complaint Officer or ask to have the matter escalated to Trione Energy’s Manager.
If you’ve escalated the matter through our Manager and your complaint remains unresolved, we suggest your contact Consumer Affairs Victoria.
Trione Energy Australia
Phone: (03) 9068 7881
Address: 17A Silicon Place, Tullamarine Vic 3046
Consumer Affairs Victoria
Phone: 1300 558 181
Address: GPO BOX 123, Melbourne Vic 3001
Clean Energy Council
Phone: 03 9929 4100
Address: Level 15, 222 Exhibition Street, Melbourne, Vic 3000
Australian Competition & Consumer Commission
Phone: 1300 302 502
Address: GPO BOX 520, Melbourne Vic 3001
If you’d like to know more, take a look at our full Complaints and Disputes Resolution Procedure