Dispute resolution

Whilst we want all our Greener customers to have the best experience possible, we’re human. Sometimes we make mistakes and may not always get it right.

So, if you’re unhappy with our product or service, we’d love to hear from you.

What you can expect from us

We find that chatting is the fastest way to resolve complaints. So, please get in touch by sending us an email.

✓ Transparent, free and confidential

✓ Regular updates in writing

✓ We’ll acknowledge receipt within two business days.

✓ We’ll always do our best to resolve any issues within 7 days.

✓ If it’s taking us longer than normal to look into your issue, we’ll make sure we provide you with an update within 10 days.

Resolve your complaint within 30 days.

Solving the world’s most pressing problem won’t happen unless we all work together to get to zero. So thanks for giving us the opportunity to address your concerns, and continue to improve our products and services.

What to include when you contact us

To help us resolve your issue as quickly as possible, here’s a handy checklist of info that should be included wherever possible:

✓ Your name, contact details and date
✓ Set out the problem(s) clearly
✓ Copies of any relevant documents
✓ Any expectations you have
✓ Timeline of events that can help provide context around your issue

From time to time, we may ask you to share some extra info when investigating issues. And if we’re not able to resolve your complaint within 30 days, we’ll share the reasons for the delay in writing along with the expected timeframe for resolution.

Not satisfied with the outcome?

We’ll always do our best to resolve any issues; but if you’re unhappy with the outcome, you can contact the Australian Financial Complaints Authority (AFCA), which is the independent body providing consumers with dispute resolution for financial complaints; or the Office of the Australian Information Commissioner (OAIC) the independent agency responsible for privacy functions that are conferred by the Privacy Act and other laws. These are free services established to provide an independent mechanism to resolve specific complaints.

Complaints may be submitted to AFCA in the following ways: 

  • Website: www.afca.org.au
  • Email: info@afca.org.au 
  • Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001 
  • Telephone: 1800 931 678 (free call)

Complaints may be submitted to OAIC:

  • Mail: Office of the Australian Information Commissioner, GPO Box 5218, Sydney NSW 2001
  • Phone: 1300 363 992
  • Email: enquiries@oaic.gov.au

Want to know more of the specifics?

A note from the lawyers: a ‘complaint’ is defined as “an expression of dissatisfaction made to an organisation or a CDR representative of a CDR participant, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.”