Adaptive Energy Complaints & Dispute Resolution

A complaint is when you tell us that you are unhappy with:

• Our products or services
• Your bill or charges
• How we have communicated with you
• The way we have handled your account

You can make a complaint at any time.

You can simply say: "I'd like to make a complaint". We will guide you through the process.

When you make a complaint, we will:

• Listen and treat you with respect
• Act promptly and fairly
• Keep you informed of progress
• Work to resolve your complaint as quickly as possible
• Provide clear explanations of outcomes

We will communicate in plain language and in a way that suits your needs.

Step 1: Acknowledge your complaint

We will acknowledge your complaint as soon as possible.

Step 2: Assess and investigate

We will:

• Review your account and the issue raised
• Investigate what has happened
• Identify any errors or issues

Step 3: Provide a response

We will:

• Explain our findings
• Offer a resolution where appropriate
• Take steps to fix any problems

Step 4: Close the complaint

We will confirm the outcome and ensure you understand what has been done.

We aim to resolve complaints as quickly as possible.

• Simple issues: usually resolved within a few business days
• More complex issues: may take longer, but we will keep you informed

If there are delays, we will explain why and provide updated timeframes.

We will prioritise complaints where:

• There is a risk of disconnection
• You are experiencing financial hardship
• You are affected by family or domestic violence
• There are health or safety concerns

These matters will be handled as a priority.

If you need additional support, we will:

• Tailor our communication to your needs
• Provide access to our hardship program
• Apply additional protections where appropriate

This includes customers experiencing vulnerability, financial difficulty, or family and domestic violence.

If you are not satisfied with our response, you can ask us to review your complaint. We will reassess your complaint, escalate it internally if needed, and provide a further response.

We will provide this information to you at any time on request.

We manage complaints in line with our regulatory obligations, including:

• Providing accessible and transparent complaint handling processes
• Ensuring fair and timely resolution
• Informing customers of their right to escalate complaints
• Maintaining records of complaints and outcomes

We use complaints to improve our services. We regularly review complaint trends, identify systemic issues, and improve our processes and customer experience.

This policy is available on our website and on request (including accessible formats). We review it regularly to ensure it remains effective and compliant with regulatory requirements.