Complaint Policy

NGSS Complaint Resolution Policy and Procedure

At NGSS, we are committed to providing a high standard of customer service and support. If your experience with us does not meet expectations, we want to hear from you so we can work toward a fair and timely resolution.

As a New Energy Tech Approved Seller, NGSS handles complaints in accordance with the principles of the New Energy Tech Consumer Code (NETCC), Australian Consumer Law, and recognised complaint handling best practice.

We maintain records of complaints and outcomes as part of our commitment to transparency, accountability, and continuous improvement.

Our Complaint Resolution Process

If you raise a complaint with NGSS, we will:

  • acknowledge receipt of your complaint as soon as possible
  • review the issue fairly and objectively
  • investigate the matter promptly
  • keep you informed throughout the process
  • aim to provide a substantive response within 15 business days
  • aim to provide a final resolution within 25 business days, unless a longer timeframe is required due to the complexity of the matter

Where additional time is required, we will communicate this clearly and keep you updated on progress.

Communication During the Resolution Process

Clear communication is an important part of resolving any issue.

Our team will keep you informed as your complaint progresses and may contact you by:

  • phone
  • email
  • SMS

Where possible, we will work directly with you to understand the issue and reach a practical resolution.

If You Are Not Satisfied With the Outcome

If you are not satisfied with the outcome of your complaint, you may request that the matter be escalated within NGSS for further review.

If the issue remains unresolved, you may also seek assistance from an external consumer protection body relevant to your state or territory.

How to raise your complaint with NGSS

Email: support@nationalgridsupport.com.au

Phone: 1300 655 808

How to raise your complaint with a consumer body

Consumer Affairs Victoria

Phone: 1300 558 181

Tasmania Consumer, Building and Occupational Services (CBOS)

Phone: 1300 654 499

NSW Fair Trading

Phone: 13 32 20

Office of Fair Trading Queensland

Phone: 13 74 68

Consumer and Business Services (South Australia)

Phone: 131 882

Access Canberra – (Office of Regulatory Services) (ACT)

Phone: 13 22 81