VEET QA and Complain Handling Procedure

OZ Green Power Pty Ltd
A B N 36 156 457 993
Complaint Handling Requirements for Lighting Product

Customer
Service
Complaint
handling
Customer service and

& customer complaint are
taken
seriously
and
complaints
will
be
resolved professionally
and efficiently.
Customer service and complaint handling process has been

defined on OGP Customer Handling policy.
Its also has been comprehensively included within our
training materials. Specific guidelines have also been
prepared for installers.
Project Manager will be responsible for regularly checking
that customer complaints are being addressed in accordance
with OGP policies and procedures. Mechanism of escalation
of issues has been defined within our systems.
Customer service gets the highest priority in OGP and
customer complaints are be resolved professionally.
Documentation describing the resolution of complaints is
maintained.
Product Requirements OGP ensured for Activity 21A

All Products installed must be listed on the VEET Product Register with a status of Approved.
All fields in the VEEC assignment form are correctly filled in, including resident/business details, industry
type (If applicable), product details, number of products installed etc.
Proof of purchase for all your low energy lamp products used in installations. This includes invoices,
receipts, supply contracts, etc.
Proof of decommissioning for all lamps removed from residence/premises, including recycling receipts
and reconciliations
Reconciliations are to include detail such as: lamps installed, lamps decommissioned, faulty lamps,
lamps purchased, lamps distributed to installers for installation
A stock take is conducted to help trace any gaps in stock movements. Any variances require explanation.
It is recommended that a stock take be conducted on a fortnightly or monthly basis
Low energy lamp products are not installed into dimmable circuits, unless approved by the
manufacturer as suitable
The replaced lamp, where applicable, is a lamp that meets the criteria set out in the Regulations
VEET QA and Complain Handling Procedure
| www.ozzygreenpower.com.au

A B N 36 156 457 993
Product Requirements OGP ensured for Activity 21C

The low energy lamps used by your installers have a color temperature of either warm white or cool
white for activity 21C.
and reconciliations
The replaced lamp is a lamp that meets the criteria set out in the Regulations and is a halogen lamp of at
least 35 watts for activity 21C.
Product Requirements OGP ensured for Activity 21D
The mains voltage low energy down light lamps used by your installers have a colour temperature of
either warm white or cool white.
and reconciliations
Transformers are decommissioned by a third-party recycling agent with recycling receipts maintained as
evidence of decommissioned transformers and the correct activity having taken place.
The replaced lamp is a lamp that meets the criteria set out in the Regulations and must be a 12 volt
halogen downlight of at least 35 watts for Activity 21D.
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A B N 36 156 457 993
Installer Requirements OGP ensured For Activity 21A

Where wiring work is involved, the installation is undertaken by a person licensed by ESV and a nonprescribed certificate of electrical safety is provided
Installers have completed mandatory safety training fot activity 21A.
Installers ask the householder/authorised signatory if he/she/the business has had low energy lamp
installation done before.
Installers physically install the low energy lamps into the premises.
Installers do not give the resident/business spare low energy lamp products.
Installers do not replace lamps that are already low energy lamps.
Installers advise the consumer what form of benefit they will be receiving.
Where replacing a lamp, the inefficient lamp is required to be removed by the installer and taken away
for decommissioning.
Installer Requirements OGP ensured For Activity 21C
Where wiring work is involved, the installation is undertaken by a person licensed by ESV and a nonprescribed certificate of electrical safety is provided
Installers are licenced electricians registered with ESV to conduct electrical work; who have submitted
evidence of their licence to the ESC before undertaking schedule 21C installations
The lamps installed are compatible with the type of transformer or converter used with the replaced
halogen lamps
Your installers provide consumers with information relating to their lamps compatibility with standard
Australian transformers.
Installer Requirements OGP ensured For Activity 21D
Wiring work is undertaken by a person licensed by ESV and a non-prescribed certificate of electrical
safety is provided
Installers are licenced electricians registered with ESV to conduct electrical work; who have submitted
evidence of their licence to the ESC before undertaking schedule 21D installations

A B N 36 156 457 993
Installers ensure that activity involves the installation of a mains voltage low energy downlight fitting in
place of an existing 12 volt halogen downlight fitting that uses a 12 volt halogen lamp of at least 35
watts.
Customer Complaint Handling Procedure

OZ Green Power has developed its customer complaint handling procedure in accordance with ISO 10002:2006
(Quality Management Customer Satisfaction Guidelines for complaint handling in organizations)
OGP maintain an accessible, transparent and user friendly customer complaint handling system. We always
learn from mistake. We are committed to maintain highest standard of customer service. However, we
recognize that cause for complaints may sometimes arise, and to this end we have establish a system which will
ensure that any such complaints are dealt with consistent, fair and open manner.
Type of Complaint
Customer has right to complain about our service and seek resolution if they feel:
They have been unfairly treated by OGP.
A service to which they are entitled is not being provided.
The SPC/ Shower rose/ Chimney/ Light or door seal installation service has resulted in any of the following:
The customer received faulty SPC/ Shower rose/ Chimney Balloon/ Light or door seal.
The SPC/ Shower rose/ Chimney Balloon/ Light or door seal was not installed properly.
The customers property was damaged during SPC/ Shower rose/ Chimney Balloon/ Light or door seal
installation process.
The customer is not happy with new SPC/ Shower rose/ Chimney Balloon/ Light or door seal
performance.
Lights are flickering.
The installer did not behave professionally and politely.

A B N 36 156 457 993
The customer must lodge a complaint regarding any of this issue within 10 days of the installation date (As
documented on assignment form).
OGP website www.ozzygreenpower.com.au is the first place for those who seeking information or to make a
complaint concerning OGP and its activities. If customer cannot find the information that they are looking for on
www.ozzygreenpower.com.au website or make comments, suggestion or complain about our operations, than
they can contact us online through contact us section from our website.
If customer wishes to talk OGP personally, they can call us during office hours. The can get phone number from
website or assignment form. Our contacts Phone number are
Melbourne office (03) 90187576
We are open generally Monday to Friday 9:00 am 5:00 pm. On special requirement we are also open on
Saturday between 10:00 am 3:00 pm.
How to resolve a customer complaint
OGP will investigate all complaints in a fair and impartial way. We keep customer complaints confidentially as
far as possible, and only discuss it with relevant staff on a need to know basis. We understand that complaints
can generate positive and helpful discussion about the services we provide. We will try our best to find better
solution on satisfaction of our customer. We will work with customer in an open and friendly manner.
Depending on nature of complaint there are several steps to resolving a customer complaint. If the nature of
complaint is any of the following
The customer received faulty SPC/ Shower rose/ Chimney Balloon/ Light or door seal
The SPC/ Shower rose/ Chimney Balloon/ Light or door seal was not installed properly
The customer is not happy with the newly installed SPC SPC/ Shower rose/ Chimney Balloon/ Light or
door seal performance.
OGP will resolve this type of complaint listed above within five business days after receiving the complaint.
Some time more time can be required for investigating the complaint. However customer will be kept informed
of the process of investigation. The following steps will be taken to resolve the problem:
Step 1:
Customer care centre will record the details of the customer, installer, assignment form number and the nature
of complaint. The complaint will be documented in the complaint register.
Step 2:
The customer care centre will notify the installation team leader and the involved installer of the complaint.
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A B N 36 156 457 993
Step 3:
The team leader will go to customers premise with the installer and will investigate the problem. Based on the
nature of the problem and the requirements of customer, they will resolve the problem to the satisfaction of the
customer. They will also complete a Customer Complaint Resolution Form which confirms that they have
attended to the complaint. The customer will also sign the form to acknowledge that the complaint has been
solved.
Step 4:
Team leader will submit Customer Complaint Resolution Form to the customer care centre. Customer care
centre will keep the form on OGP Administration System. The complaint register is then updated.
We follow the following steps If the nature of complain is the customer property damaged during installation
Step 1
Customer care centre will record the details of the customer, installer, assignment form number and the nature
of complaint. The complaint will be documented in the complaint register. Suitable time for OGP to revisit
property will also be arranged.
Step 2:
The customer care centre will notify the installation team leader and the involved installer of the complaint.
Step 3:
The team leader will go to customers premise with the installer and will investigate the problem. After
investigate if he think complaint need to specific attention i.e. if it required a professional person to fix the
problem then they will notify customer care centre.
Step 4
Customer care centre will appoint a professional to fix the problem. Once the problem is fixed then the
professional will get back to the customer care centre with the signed Customer Complaint Resolution Form.
Step 5
If its not possible to fix damage than OGP will buy new product for customer. Customer has to sign Customer
Complaint Resolution Form.
6

A B N 36 156 457 993
Step 6
Customer care centre keep the completed Complaint Resolution Form in OGP Administration System. The
complaints register will also be updated with the outcome of the complaint resolution.
OGP project manager will regularly review the Complaints Register to ensure that the complaints are being
recorded and suitably resolved in a timely manner.
Flow Chart of Customer Complaints Handling System
Customer Care
Centre
Customer
Team Leader of the Installation

team & the Installer
Where it appears that complaints are not being adequately addressed, the project manager will follow up the
complaint investigation process to ensure that a satisfactory outcome is achieved.

A B N 36 156 457 993
The project manager will review each completed Complaint Resolution Form to determine whether cancellation
of the respective Assignment Form within the OGP Administration System required. The outcome will be
recorded on the completed Complaint Resolution Form and the project manager will cancel the Assignment
Form in OGP Administration System if necessary.
Figure 1 Customer complaint handling form in OGPAS software
Accountability, Commitment and Promotion

OGP staffs are required to understand and follow the policy when dealing with complaint. Complaint policy will
be reviewed at least once in a year.

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OZ Green Power Pty Ltd

A B N 36 156 457 993

Complaint Handling Requirements for Lighting Product

Customer service and

Customer service and complaint handling process has been

Product Requirements OGP ensured for Activity 21A