We are committed to providing our customers with high quality, reliable service. If problems do arise we will work towards resolving them as soon as you contact us. Our aim is to resolve phone enquiries at the initial contact, and have written enquiries answered within 5 business days.
All complaints are handled in line with our complaints and handling policy and procedures, which ensures that requirements set in the Australian Standard ISO 10002 (2006) Complaint Handling are met.
If you have contacted Enwave Mascot by phone but feel that your complaint or issue has not been resolved, we request that you write to us or email us. Our mailing address is:
PO Box 858
Launceston, Tas 7250
If you are not satisfied with the resolution of the complaint, you may escalate your complaint. At any time during the complaints process, you may request our complaints procedure which includes the relevant internal escalation processes.
Please see our Complaints and Disputes Policy for further information.
If you still feel that the issue has not been resolved to your satisfaction you may choose to contact the Energy and Water Ombudsman NSW. The contact details for the Ombudsman are:
Toll free: 1800 246 545
Facsimile: 1800 812 291
Address: Level 11, 133 Castlereagh Street, Sydney.
Postal address: Reply Paid 86550, Sydney South NSW 1234.