We understand that you may have a complaint about Clean Energy Link. This may include dissatisfaction with our products, service, employees, or our complaints handling process where you are seeking a resolution. We will listen to your complaint and do everything we can to resolve it.

You can lodge a complaint about Clean Energy Link by:

• our Online Complaints Form

• email: cleanenergylink@westernpower.com.au

• phone call: on 13 10 87 between 8.30am and 5pm, Monday to Friday (except public holidays)

• write to us at: Complaints Team, Locked Bag 2520, Perth WA 6001

If you have hearing or speech difficulties, you can call the National Relay Service on 1800 13 13 51. If you require language assistance, you can call the telephone interpreter service (TIS National) on 13 14 50.

If you call us, we will do our best to resolve your complaint over the phone.

If we receive your complaint electronically or in writing, or if we have been unable to resolve your complaint over the phone, then we will acknowledge that we received your complaint. If you submitted your complaint using our online form, you will receive an automatic acknowledgement. If you sent your complaint to us by Post, we will write back to you to acknowledge your complaint. In most cases you will receive an acknowledgement very quickly; however, in some cases you may not receive that for 10 business days.

We resolve all complaints as quickly as possible. In most cases, this happens within 15 business days. However, there may be times where it takes us up to 20 business days.

We may contact you by phone or in writing if we need additional information to resolve your complaint.

We will respond to your complaint in writing (by mail or email) advising you of the outcome and the reasons for our decision.

You can download a copy of our complaints handling process for more detailed information, or visit the Western Power website.

We will listen to your complaint and do everything we can to resolve it.

Your privacy will be maintained at all times in accordance with our privacy policy, available on our website.

If you require information about our complaints process to assist you with your complaint, we will provide this free of charge.

Our complaints management process is aligned with the Code of Conduct for the Supply of Electricity to Small Use Customers 2022 and the Complaints Management Standard AS/NZS 10002:2014.

If you are not satisfied with our response or decision, you can:

• Contact the complaints team directly to request it be reviewed by a senior employee. To do this you can call us on the telephone number supplied in our complaint response letter.

• Raise the complaint with the Energy and Water Ombudsman, which is a free and independent service (Freecall 1800 117 000)**

The Energy and Water Ombudsman was established as an independent and impartial entity to receive, investigate and facilitate the resolution of complaints. However, it is advisable to contact Western Power before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint first.

**Local call charges apply from a landline phone. Mobile phones may incur a higher charge.