Neoen acknowledges the Gomeroi & Anaiwan people, Traditional Owners of the land on which Thunderbolt Energy Hub will harvest the energy of the wind. We pay our respects to their Elders past and present.

Our Complaints Process

Our complaint process has been developed in line with Australian and New Zealand standard guidelines for complaint management in organisations, and recommendations from publications by the National Energy Infrastructure Commissioner (who has also responsibility for large-scale wind farms, solar farms and battery storage).

The process involves these key steps:

Step 1:

Receive and Register

Step 2:

Acknowledge

Step 3:

Investigate

Step 4:

Respond

Step 5:

Close

Step 6:

Record & Register

Step 1: Receive & Register

If you have an inquiry, concern or complaint about Thunderbolt Energy Hub you can make it in person, over the phone, by email or via our contact form or, alternatively, you can send us a letter.

For inquiries or concerns, we will address these directly.

When we receive the complaint, we record all of these (if they apply):

  • Your name and address
  • A unique reference number for the complaint, which we will give you
  • Your concerns, including the date, time, conditions and a description of your complaint.

We enter these into our project customer relationship management (CRM) database.

You can lodge an anonymous compliant. We will still record it, as it provides valuable feedback to help us improve.

 

Send a letter:

GPO Box 1950
Canberra
ACT 2601

Step 2: Acknowledge

If your complaint is non-urgent, our project manager will call or email you within 3 business days to acknowledge that we’ve received your complaint.

If it is urgent, we will respond within 24 hours. If we write to you, we keep a copy and date of the correspondence on file.

When we acknowledge your complaint, we will:

  • provide a summary of your complaint with a reference number
  • clarify any issues or ask for more information
  • say how we may investigate it
  • say how long it may take us to respond.

This also gives us an opportunity to clarify any issues, or ask for more information.

If we can easily resolve the complaint, we may respond immediately.

Step 3: Investigate

We investigate every complaint, and make all reasonable attempts to resolve it. The project manager may do this, or ask one of our staff to do it.

We keep accurate records of the investigation including meetings, discussions and activities.

When we investigate, we may:

  • visit the site, especially if your complaint relates to property damage
  • consult with our staff and contractors, including senior management
  • get relevant data and evidence (such as for a dust or noise complaint)
  • contact other community members and stakeholders

Step 4: Respond

After we investigate, we will contact you with our results. This includes what we have found, and what we may do to resolve it.

Step 5: Close

If the process has been completed appropriately, then we will close the complaint. If you are not satisfied with the investigation and resolution, you have the right to request a review. 

This will be undertaken by a Neoen Senior Manager to ensure the process has been properly followed.

If you remain unsatisfied with Neoen’s investigation and proposed resolution, you have the ability to contact other bodies, such as:

Step 6: Record and Register

When we close a complaint, we log the following:

  • The process we undertook to investigate and resolve the complaint
  • The proposed resolution
  • Whether this was accepted and how it was implemented
  • Whether or not your complaint was resolved to your satisfaction
  • The reason why the complaint was closed.