Feedback and Complaints

Background and Purpose

Rimfire Energy is committed to competitive energy. This means that we provide competitive prices and high-quality customer service.

We are also interested in your feedback about our performance. Our team treats your comments as opportunities to improve our customer service, as well as our systems and processes.

At Rimfire Energy, we recognise that there may be instances when you might feel dissatisfied with our performance and wish to make a complaint. Expect that we will seek to resolve any customer concerns in a prompt and communicative manner.

Providing Feedback and Lodging Complaints

Customers can give feedback and lodge complaints directly from this website. They can also send their concerns through email, telephone, or in writing using the details below:

Directly From This Website

Go to the Contact Us page on our website and complete the online enquiry form. Make sure to provide accurate details so we can contact you for any follow-up.

By Email

You can email your feedback or complaint directly to us using our email address: enquiries@rimfireenergy.com.au. Make sure to provide sufficient and accurate details so we can contact you for any clarifications.

By Telephone

To discuss your feedback or complaint directly with us via telephone, please call us at (08) 8943 0650 and ask to speak with our Complaints Handling Officer.

In Writing

You can send a written complaint addressed to our Complaints Handling Officer at GPO Box 1782, Darwin, NT, 0801.


How Complaints Will Be Handled

If a complaint involves a third-party, such as PowerWater, then the contact details of the relevant third-party may be provided to you. With your consent, your details may be provided to the relevant third-party for them to contact you as well.

Complaints received through phone calls should ideally be resolved by the end of the conversation. If this is not possible, due to the complex nature of the problem, for example, then your details and a summary of the complaint will be subsequently noted. You can expect to be advised of a date for a follow-up discussion.

Minor complaints received via website enquiry, email, or in writing should be resolved within 5 business days. If the problem turns out to be complicated, then the complaint will be positively acknowledged in 5 business days, and an expected resolution date will be provided.

If the resolution date is not met for any reason, then you will be provided with communication updates.

Emergencies

Life-Threatening Emergencies

For any life-threatening emergencies, please call either:

  • The Northern Territory Emergency Services at 000; or
  • The PowerWater 24-Hour Emergency Line at 1800 245 090.

Supply Faults and Network Outages

PowerWater is responsible for the physical supply of electricity to your premises and the reliability of the network.

All faults, outages, or other problems relating to the network should be reported to PowerWater at 1800 245 092.

Created by