The Office of Energy is committed to providing service to you with a high standard of quality.
The Client Feedback System assists us in maintaining high service standards as set out in our Client Service Charter. Feedback may be in the form of a compliment, suggestion or complaint about our services.
You may provide feedback in person, by phone, by letter, by e-mail, or by facsimile.
Office of Energy
Level 9, Governor Stirling Tower
197 St Georges Terrace
PERTH WA 6000
Phone: 61 8 9420 5600
Facsimile: 61 8 9420 5700
Email: enquiries@energy.wa.gov.au
Please note that the Office of Energy does not deal with electricity or gas licensing. For these issues, contact EnergySafety on (08) 9422 5200 or email
energylicensing@docep.wa.gov.au
.
If you are very satisfied with the service you have received from the Office of Energy, please let us know. It helps us to know that we are delivering our services effectively and provides us with an opportunity to recognise staff that provide outstanding service. Your compliment will be recorded by staff and referred to management.
We see suggestions about our service as an opportunity to improve our service to you and increase your level of satisfaction.
If you would like to provide us with a suggestion for improving our service that will provide you with a higher level of satisfaction, please advise the person you are dealing with.
Your suggestion will be recorded and the person you are dealing with will implement your suggestion, if it is appropriate and within their authority. If not, the person will refer your suggestion to the appropriate branch manager or division director. You will be advised of the outcome of your suggestion.
The Office of Energy defines a complaint as an expression of dissatisfaction, however made, with the services provided by the Office of Energy.
If you have a complaint about the service you have received from the Office of Energy, please advise the person you are dealing with. The Office of Energy's Client Feedback System ensures that all complaints are recorded, acknowledged, investigated and, where possible, resolved.
Front Line and Supervisory Staff: Most complaints can be resolved quickly and easily by the person or branch that originally served you. Please make the person you are dealing with aware of your complaint.
Management: If your particular issue cannot be resolved satisfactorily by front line or supervisory staff, your complaint will be referred to management. Your complaint will be considered by an appropriate branch manager or division director. These staff have access to the Coordinator of Energy, should this be necessary or expedient to resolve a complaint.
Appeals Against Statutory Actions: Appeal rights may be available in relation to actions taken under statutory authority. If you are dissatisfied with an action taken under statutory authority ask the officer you are dealing with whether there is an appeal mechanism and how to lodge an appeal.
Ombudsman: If your complaint has still not been satisfactorily resolved by the Office of Energy, you can have the matter referred externally. Ask the person you are dealing with to let you know how to contact the Ombudsman. Please note however, that the Ombudsman can not be used to appeal against statutory actions.
We aim to respond to any suggestions for improvement or complaint within five working days.
We will strive to find a remedy that satisfies you and we will inform you of the outcome. If we are unable to provide a remedy that satisfies you we will provide you with a detailed explanation.
It will assist us to resolve your complaint if you:
Act quickly: Tell us as soon as possible. The longer you wait, the harder it can be to remember details or find a solution.
Make it clear: It will be helpful if you can use dates, descriptions of incidents, phone calls, letters or meetings. While we may not always be able to provide a satisfactory resolution, it will be helpful if you identify what action you would like us to take.
Remember names: Try to remember the name and branch of the officer who originally served you. This information can save time and aid in finding an effective solution.
