Title: Australia CER Complaints Handling Policy
Language: English
Type: Website
Nature: Government Website
Published: October 23, 2023
Region: East Asia and Pacific
Country: Australia
Sector: Energy and Power
Keywords: Emission Reduction Program
Document Link(s):
Document Summary:
The Clean Energy Regulator Complaints handling policy draws on the Better practice guide to complaint handling developed by the Commonwealth Ombudsman, and the NSW Ombudsman’s Effective complaint handling guidelines.
Document Details:
The purpose of this policy is to outline the agency’s approach to handling Complaints. The policy and its associated processes have been developed to complement existing client service processes, meet the expectations of clients, stakeholders and the Commonwealth Ombudsman, and align with the Government’s Regulator Performance Guide.
The policy supports a culture of openness to feedback from our clients and stakeholders by actively providing transparent and accessible feedback management processes.
This policy applies to all Complaints.
This policy does not include situations where a client is seeking review of a statutory decision. In these situations the Internal Decision review process must be followed.
It is important to note the difference between dissatisfaction with the agency’s service and dissatisfaction with the agency’s statutory decisions. The model described in the Complaint Handling Policy and this process focuses on general dissatisfaction with the agency’s services.
Where a complainant raises an issue with the operation or interpretation of legislation, including the policy behind the legislation, consideration must be given to whether the matter is best handled by the Clean Energy Regulator or the Department for Industry, Science, Energy and Resources. Until a formal handover has been agreed and confirmed by the Department, this policy and its processes will apply. If a formal handover occurs, arrangements must be made for the Complaints handling team to monitor the Complaint and the Department’s response.
Updated: January 11, 2024
This section is intended to be a living document and will be reviewed at regular intervals. The Guidelines have not been prepared with any specific transaction in mind and are meant to serve only as general guidance. It is therefore critical that the Guidelines be reviewed and adapted for specific transactions. Unless expressly stated otherwise, the findings, interpretations, and conclusions expressed in the Materials in this Site are those of the various authors of the Materials and are not necessarily those of The World Bank Group, its member institutions, or their respective Boards of Executive Directors or member countries. For feedback on the content of this section of the website or suggestions for links or materials that could be included, please contact the PPPLRC at ppp@worldbank.org.
Watch this space. Unlocking Global Emission Reduction Credit is intended to be a living document and will be reviewed at regular intervals. Check the page below or download the following reports: Strategic Guidance for Country System Assessments and Guidance for Countries in Assessing ERC Projects, or the Mobilizing ERC Finance. Let us know what you think by taking a Quick Survey.
This section is intended to be a living document and will be reviewed at regular intervals. The Guidelines have not been prepared with any specific transaction in mind and are meant to serve only as general guidance. It is therefore critical that the Guidelines be reviewed and adapted for specific transactions. Unless expressly stated otherwise, the findings, interpretations, and conclusions expressed in the Materials in this Site are those of the various authors of the Materials and are not necessarily those of The World Bank Group, its member institutions, or their respective Boards of Executive Directors or member countries. For feedback on the content of this section of the website or suggestions for links or materials that could be included, please contact the PPPLRC at ppp@worldbank.org.
Watch this space. Unlocking Global Emission Reduction Credit is intended to be a living document and will be reviewed at regular intervals. Check the page below or download the following reports: Strategic Guidance for Country System Assessments and Guidance for Countries in Assessing ERC Projects, or the Mobilizing ERC Finance. Let us know what you think by taking a Quick Survey.
This section is intended to be a living document and will be reviewed at regular intervals. The Guidelines have not been prepared with any specific transaction in mind and are meant to serve only as general guidance. It is therefore critical that the Guidelines be reviewed and adapted for specific transactions. Unless expressly stated otherwise, the findings, interpretations, and conclusions expressed in the Materials in this Site are those of the various authors of the Materials and are not necessarily those of The World Bank Group, its member institutions, or their respective Boards of Executive Directors or member countries. For feedback on the content of this section of the website or suggestions for links or materials that could be included, please contact the PPPLRC at ppp@worldbank.org.
Watch this space. Unlocking Global Emission Reduction Credit is intended to be a living document and will be reviewed at regular intervals. Check the page below or download the following reports: Strategic Guidance for Country System Assessments and Guidance for Countries in Assessing ERC Projects, or the Mobilizing ERC Finance. Let us know what you think by taking a Quick Survey.
This section is intended to be a living document and will be reviewed at regular intervals. The Guidelines have not been prepared with any specific transaction in mind and are meant to serve only as general guidance. It is therefore critical that the Guidelines be reviewed and adapted for specific transactions. Unless expressly stated otherwise, the findings, interpretations, and conclusions expressed in the Materials in this Site are those of the various authors of the Materials and are not necessarily those of The World Bank Group, its member institutions, or their respective Boards of Executive Directors or member countries. For feedback on the content of this section of the website or suggestions for links or materials that could be included, please contact the PPPLRC at ppp@worldbank.org.
Watch this space. Unlocking Global Emission Reduction Credit is intended to be a living document and will be reviewed at regular intervals. Check the page below or download the following reports: Strategic Guidance for Country System Assessments and Guidance for Countries in Assessing ERC Projects, or the Mobilizing ERC Finance. Let us know what you think by taking a Quick Survey.
This section is intended to be a living document and will be reviewed at regular intervals. The Guidelines have not been prepared with any specific transaction in mind and are meant to serve only as general guidance. It is therefore critical that the Guidelines be reviewed and adapted for specific transactions. Unless expressly stated otherwise, the findings, interpretations, and conclusions expressed in the Materials in this Site are those of the various authors of the Materials and are not necessarily those of The World Bank Group, its member institutions, or their respective Boards of Executive Directors or member countries. For feedback on the content of this section of the website or suggestions for links or materials that could be included, please contact the PPPLRC at ppp@worldbank.org.
Watch this space. Unlocking Global Emission Reduction Credit is intended to be a living document and will be reviewed at regular intervals. Check the page below or download the following reports: Strategic Guidance for Country System Assessments and Guidance for Countries in Assessing ERC Projects, or the Mobilizing ERC Finance. Let us know what you think by taking a Quick Survey.