We're committed to listening to and acting on feedback we receive
We strive to provide our customers and the industry with the best possible service, and that’s why your opinions matter.
We’re committed to listening to and acting on feedback we receive. Whether it’s a compliment, suggestion or a complaint, we’re listening. Letting us know about your experience with us helps to continually improve the way we do business, our products, our services and our processes.
How to contact us
To make it easy for you to share your thoughts and opinions, we’ve listed a number of ways you can provide us with your feedback.
Choose the method that best suits you:
Phone
Call us on 1800 LISTEN (1800 547 836). We are available Monday to Friday from 9am to 5pm.
Email
Email us customerconnect@coalservices.com.au
Write to us
Write to us at PO Box 3842, Sydney NSW 2001
Online
Our Complaints Management Process
How can I make a complaint?
You can make a complaint by completing an online form, calling or visiting us, by email, or you can write to us.
What happens when I make a complaint?
In our commitment to you, we will:
- acknowledge and register the complaint
- provide you with a reference number and or contact details of the person handling the complaint as soon as we can after receipt of the complaint
- explain the complaints process and discuss resolution options and timeframes
- keep you informed by providing updates on the progress of your complaint and how long it may take to resolve.
How long will it take?
Our aim is to resolve your concern as soon as possible. Where possible, we will resolve your complaint immediately. If additional time is required to resolve your complaint, we will let you know.
General complaints should be resolved within five business days. There may be situations when a complaint takes longer to resolve and it may take up to 10 business days.
Some complaints are more complex than others such as complaints about privacy. Resolution of this type of complaint will most likely require more time and it may take up to 30 days to resolve. If we need more time then you will be advised.
If you’re not satisfied with the resolution?
In the unlikely event the person handling the complaint cannot resolve it, we will refer the complaint to a more appropriate person or a member of the Customer Relations team to take action.
If you are not satisfied with the resolution, we will seek appropriate external options in order to reach a satisfactory outcome.
If you are unhappy about your experience with the complaints management process, you can contact the Customer Relations team directly on 1800 LISTEN (1800 547 836).