Complaints Policy

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Complaints Policy

Utility Club Pty Ltd (ABN 52676292149) is committed to providing a high standard of service to all our customers. We take complaints seriously and aim to resolve them fairly, promptly and efficiently.

1. Purpose

This policy outlines how Utility Club handles complaints to ensure that issues are addressed in a consistent, transparent and fair manner. We view complaints as an opportunity to improve our services and customer experience.

2. What is a Complaint?

A complaint is an expression of dissatisfaction made to us, related to our products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected.

3. How to Make a Complaint

You can lodge a complaint with us through any of the following channels:

  • Phone: Call us on 1300 317 598 (Monday to Saturday, during business hours)
  • Email: Send your complaint to hello@utilityclub.com.au
  • Post: Write to us at 2 Kent Pl, South Melbourne, VIC 3205

When making a complaint, please provide:

  • Your name and contact details
  • A clear description of the issue
  • Any relevant account or reference numbers
  • The outcome you are seeking

4. How We Handle Complaints

When we receive your complaint, we will:

  • Acknowledge your complaint promptly, typically within 2 business days
  • Investigate the matter thoroughly and fairly
  • Keep you informed of the progress of your complaint
  • Resolve the complaint as quickly as possible
  • Provide a response outlining the outcome and the reasons for our decision

5. Timeframes

We aim to resolve complaints within the following timeframes:

  • Simple complaints: Resolved within 5 business days
  • Complex complaints: Resolved within 20 business days. If we need more time, we will contact you to explain the reason for the delay and provide an updated timeframe

6. Escalation

If you are not satisfied with how your complaint is being handled, you may request that it be escalated to our Operations Manager:

7. External Dispute Resolution

If you are not satisfied with the outcome of your complaint after it has been through our internal process, you may refer your complaint to the relevant external dispute resolution body:

  • Energy and Water Ombudsman Victoria (EWOV): Phone 1800 500 509 or visit www.ewov.com.au
  • Energy and Water Ombudsman South Australia (EWOSA): Phone 1800 665 565 or visit www.ewosa.com.au
  • Energy and Water Ombudsman New South Wales (EWON): Phone 1800 246 545 or visit www.ewon.com.au
  • Energy and Water Ombudsman Queensland (EWOQ): Phone 1800 662 837 or visit www.ewoq.com.au
  • Australian Competition and Consumer Commission (ACCC): Phone 1300 302 502 or visit www.accc.gov.au

8. Privacy

All complaints are handled in accordance with our Privacy Policy. Personal information collected during the complaints process will only be used for the purpose of resolving your complaint and improving our services.

9. Recording and Monitoring

We maintain records of all complaints received and their outcomes. Complaint data is regularly reviewed to identify trends and areas for improvement in our products, services and processes.

10. Policy Review

This policy is reviewed regularly to ensure it remains effective and compliant with relevant legislation and industry standards.

Last updated: March 2026

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