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: email@example.com
- 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: firstname.lastname@example.org
Want to know more of the specifics?
We will acknowledge the receipt of complaints or disputes promptly, in most cases within 1 business day. We will respond in writing unless you instruct us to respond by other means.
Frequently, complaints are simply cases of confusion or misunderstanding which can be sorted out to everybody’s satisfaction very quickly. For more complex issues we will continue to communicate relevant information during the resolution process and will let you know after 14 days if the issue requires more time. We commit to responding fully to a complainant no later than 30 calendar days after receiving the complaint.
In circumstance where we are unable to respond to a complaint or dispute with 30 days, we will advise the reason for the delay, your right to complain to the Australian Financial Complaints Authority (AFCA – see contact details below), and AFCA’s contact details.
Complaint we receive are first handled by our Customer Success team, who will provide the initial acknowledgement of receipt. They may also organise some time to talk through and better understand the issue, and they will include the right Greener team members in relation to the complaint.
The assigned team members then define next steps and, where needed, legal advice will be obtained. They will contact you via email; however there could also be a phone call, video call or in-person meeting depending on the nature of the complaint and your communication preferences.
In the event of a security or data complaint, the Information Security Manager must be informed that a dispute exists. An assessment of the risk to our services and Information Security Management System (ISMS) will be carried out where it makes sense prior to escalating any dispute, and contingency actions should implemented where needed.
All conversations are logged and tracked to ensure processes are followed in-line with policy.
We will notify you by email, or your preference contact method, to notify you that the Internal Dispute Resolution (IDR) process has concluded. The response will include the final outcome of the complaint – either confirmation of actions taken by the firm to fully resolve the complaint or reasons for rejection or partial rejection of the complaint. The response will also include details of your right to take your complaint to AFCA (Australian Financial Complaints Authority) if you are unhappy with the decision, as well as AFCA’s contact details and Greener’s membership details.
Should you not be satisfied with the IDR decision, or your complaint is not resolved within 30 days from us receiving it, you can initiate an EDR process with Australian Financial Complaints Authority (AFCA). We are a member of the AFCA, membership number for Greenr Global Pty Ltd is 91754.
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.”