Complaint Handling Procedure
We are committed to handling complaints efficiently, fairly and transparently. Here's our step-by-step process:
Step 1
Submit a complaint
- Send an email to: complaints@comcamenergy.com
- Include: Company name, contact details, complaint description, data and desired resolution.
- We acknowledge complaints within 3 business days.
Step 2
Assessment & logging
Complaint is logged and categorized based on severity:
- Minor (e.g., billing issues by supplier)
- Moderate (e.g., service delivery concern)
- Major (e.g., contract disputes)
Step 3
Investigation & resolution
We investigate promptly and aim to resolve:
- Minor issues within 5 business days
- Complex issues within 10 business days
Step 4
Response & resolution
- We provide a formal response outlining findings, proposed resolution and preventive measures.
- Customer agreement closes the complaint.
Step 5
Escalation process
- If unresolved, the case gets escalated to a Senior Manager for resolution within an additional 5 business days.
- Unresolved cases can be taken up with the Energy Ombudsman after 8 weeks.
- The Alternative Dispute Resolution through the Energy Ombudsman is always free of charge and impartial.
Step 6
Follow-up & continuous improvement
- Confirm resolution and collect feedback.
- Analyze complaints for ongoing improvement.
We value your feedback and are dedicated to continuously improving our services.
Terms and conditions
This procedure is the one referred to in clause 6 of our terms and conditions.