Complaints and Concerns
We will always try to resolve your complaint or concern quickly and to everyone’s satisfaction.
Our in-house complaints-handling process is free for you to use, and a member of our Customer Care Team will deal with your complaint or enquiry directly.
When to use our Complaints and Concerns process
You may use our complaints process at any time if you have:
- a question or concern relating to Unison Networks Limited, Unison Contracting Services Limited, or Unison Fibre Limited,
- a problem or concern about our service,
- a question relating to electricity or Unison-owned equipment on your land,
- a land-related issue resulting from work being undertaken by us on your land.
Please note if your enquiry relates to your electricity bill, you will need to contact your Energy Retailer directly.
Our Complaints and Concerns process:
We will acknowledge your complaint within two working days of receiving it, and advise you of the name and contact details our Customer Care Team member who will be responsible for investigating and resolving your complaint or concern, or respond to your enquiry.
We may seek further information from you as we work through resolving your complaint, and you may contact us at any time with further information, or for an update on the status of your complaint or concern.
We will endeavour to resolve your complaint or concern as quickly as possible, and if a lengthy investigation is required we will provide updates throughout the process.
If your complaint or concern is not resolved in this timeframe, we will provide you with an update and seek to resolve it within twenty working days.
Should the matter take longer to resolve, we will inform you of the reasons and, at all times, endeavour to keep you updated on progress.