Feedback & Complaints
Background & Purpose
Rimfire Energy is committed to Competitive Energy, and that means competitive prices and high quality customer service.
We are also interested in your feedback about our performance and view feedback as an opportunity to improve our customer service, as well as our systems and processes.
In addition, we also recognise that there may be instances when you might feel dissatisfied with our performance and wish to make a complaint. We will seek to resolve any complaints in a prompt and communicative manner based on the protocols outlined below.
Providing Feedback & Lodging Complaints
Customers are able to provide feedback and lodge complaints directly from this website, by email, by telephone or in writing using the details below:
Directly from this Website
Go to the Contact Us page on our website and complete the online enquiry form, making sure to select "feedback & complaints" as the enquiry type and providing sufficient accurate details to allow us to follow up and get back to you if required.
You can email your feedback or complaint directly to us using the address of firstname.lastname@example.org and providing sufficient accurate details to allow us to follow up and get back to you if required.
To discuss your feedback or complaint directly with us via telephone, please call us on (08) 8943 0650 and ask to speak with the Complaints Handling Officer.
You can send a written complaint addressed to the Complaints Handling Officer at GPO Box 1782, Darwin, NT, 0801.
How Complaints Will Be Handled
If a complaint is not related to the sale of electricity directly from us to you and involves a third-party, such as PowerWater, then contact details of the relevant third-party may be provided to you or, with your specific consent, your details may be provided to the relevant third-party for them to contact you directly.
Complaints received by telephone should ideally be resolved by the end of the telephone conversation. If this is not possible, due to the complex nature of the problem for example, then your details and a summary of the complaint will be suitably noted and you can expect to be advised of a date for a follow-up discussion.
Complaints received by us via website enquiry, email or in writing and that are considered to be minor in nature, will try to be resolved within five (5) business days. If this is not possible, or if the problem turns out to be complex, then the complaint will be positively acknowledged with you within five (5) business days and an expected resolution date will be provided. If the expected resolution date is not able to be met for any reason then you will be provided with communication updates as your complaint progresses.