Title: Australia CER Complaints Handling Policy
Language: English
Type: Website
Nature: Government Website
Published: October 23, 2023
Region: East Asia and Pacific (EAP)
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:
Purpose of this policy
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.
Scope of this policy
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
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