Complaints Handling Procedure

 1. Introduction 

At BM Powered Electrical we appreciate our customers and will go the great lengths to deliver positive customer service. Our goal is to resolve issues efficiently, professionally, and in compliance with industry standards. 

2. Making a complaint 

Customers can submit complaints via phone, email, in person or in writing via letter. Complaints will be acknowledged within 24 hours of the complaint being submitted. 

3. Resolution 

  • Assessment: Complaints are categorized (e.g., installation issues, performance, customer service) and investigated within 5 business days. 

  • Solution: We aim to resolve complaints within 10 business days. Solutions may include repairs, replacements, refunds, or additional staff training. 

  • Customer Communication: The customer will be informed of progress and given a chance to accept, reject, or request clarification of the proposed solution. 

4. Follow-Up & Closure 

Once a solution is implemented, we will follow up to ensure satisfaction. If the customer agrees, the complaint is closed 

5. Escalation Process 

If you are not satisfied with the outcome of your complaint, you can refer the complaint to with the relevant Fair Trading or Consumer Affairs office in your state or territory, as follows: 

  • WA Consumer Protection 

Phone: 1300 30 40 54 
Address: 140 William Street, Perth WA 6000 

  • Clean Energy Council 

Phone: 03 9929 4141 
Address: Level 15, 222 Exhibition Street, Melbourne VIC 3000 

6. Continuous Improvement 

At BM Powered Electrical, your feedback is invaluable to us. Every complaint is an opportunity to improve, not just our service, but how we deliver an exceptional experience for you and future customers. After resolving your complaint, we’ll take time to review the situation and identify any areas where we can enhance our systems, training, or product quality. 

We actively use customer input to fine-tune our processes, ensuring that we continue to meet and exceed your expectations. Your satisfaction isn’t just about resolving issues—it’s about helping us grow and providing you with even better service in the future. 

7. Contact Information 

For complaints or inquiries: 

  • Phone: 0406 975 861 

  • Email: admin@bmpoweredelectrical.com.au 

  • Website: www.bmpowered.com.au 

  • Address: Unit 3/660 Robertson Road, Byford WA 6122