Formal complaint — service experience
Claims confirmed
Evidence annexed
Ref TRM-9C41F
FORMAL COMPLAINT — SERVICE EXPERIENCE
Lodged with the organisation under its complaint-handling policy
PART 1 — PARTIES AND CONTEXT
This complaint is made to Acme Energy about the service I received, and is lodged under its complaint-handling policy.
The conduct complained of is principally that of a person acting for the organisation, described in my account as: “the branch manager”. The organisation is responsible for the conduct of those acting on its behalf.
The facts set out below are within my own knowledge, and I reviewed and confirmed each stated circumstance before lodging this complaint.
PART 2 — WHAT HAPPENED
In my own words, this is what happened: This complaint concerns the matter recorded in my correspondence with Acme Energy, involving $380. The full correspondence record is annexed; times are as captured.
What I told them at the time:
— [26 Jun 1] “You said the $380 overcharge would be refunded within 5 business days. Can you confirm?”
— [6 Jul 09] “It has been 7 business days and no refund has arrived.”
The captured record ends with my message unanswered.
In my own words: I was in the Acme Energy office on Collins Street on 3 July around 2pm about my bill. The staff member at the counter, who said he was the branch manager, told me my hardship application was ‘not his problem’ and that if I kept asking they would just close my account and send it to debt collectors. I had been promised on the phone on 26 June that the $380 overcharge would be refunded within 5 business days. It never came. I felt humiliated in front of other customers. That’s everything. I just want this dealt with.
Before lodging this complaint I reviewed and confirmed each of the following circumstances:
— The way I was treated was aggressive, demeaning or harassing.
— I was threatened with the suspension, closure or restriction of my account or service to make me comply.
PART 3 — CONDUCT COMPLAINED OF
1 — THREATENED DETRIMENT
A person acting for the organisation threatened to suspend, close or restrict my account or service in order to compel me to abandon a legitimate request. Whether the person held actual authority to carry out the threat does not lessen its coercive effect, and I ask that this conduct be specifically investigated.
2 — CONDUCT TOWARDS ME
The behaviour towards me was intimidating, demeaning or harassing, and fell short of the standard the organisation’s own service commitments describe.
OUTCOMES SOUGHT
1. Written acknowledgement of this complaint within the timeframe set by your complaint-handling policy
2. A written assurance that my account or service will not be suspended, restricted or otherwise adversely affected in connection with this complaint, together with an explanation of the threat that was made
3. A written response addressing each confirmed circumstance above, including what your investigation found and what will change
4. Escalation details for your internal review and for the relevant ombudsman, should I be dissatisfied with the response
This document was prepared with the assistance of FairClaim, an automated legal information service. It does not constitute legal advice. If your matter is complex or the amounts at risk are significant, you should seek advice from a qualified legal practitioner or financial counsellor before proceeding.
ANNEX — CORRESPONDENCE RECORD
Reconstructed from screenshots provided by the complainant of their correspondence with the Acme Energy support chat; reviewed by the complainant; quotes verbatim as captured.
[26 Jun 1] Complainant: You said the $380 overcharge would be refunded within 5 business days. Can you confirm?
[26 Jun 1] Acme Energy Support: Yes — the refund of $380 has been approved and will reach your account within 5 business days.
[6 Jul 09] Complainant: It has been 7 business days and no refund has arrived.
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Prepared with Trumis, the complaint companion — trumis.com.au
Every claim in this document was ticked by the person before it was written. Scroll for the full record, including the verbatim correspondence annex.
