If something's not right, we’d love to hear from you
Akaysha understands that there may be times when stakeholders are dissatisfied with the development and wish to make a complaint.
We take all complaints seriously and will do our best to resolve any issues as quickly and fairly as possible.
In the case of a complaint, these steps will be followed:
Step 1: Contact us
The first step is to for the stakeholder to fill out the complaints register form and explain their complaint.
They can do this by filling out the contact us form at the bottom of this page.
Step 2: Assign
Once we have received the complaint, it will be acknowledged via return email, reviewed and assigned to the appropriate owner to investigate and respond.
Step 3: Investigation
Once the complaint has been assigned, we will investigate the matter.
The stakeholder may be contacted for further information, and we will keep them informed of the progress of our investigation.
We will aim to resolve complaints within 5 business days.
If we require more time, we will let the stakeholder know and provide a timeframe for resolution.
Step 4: Resolve
An outcome will be provided explaining the reason for any decisions and supporting evidence.
The successful resolution and outcome will also be used as feedback to improve our business and future developments.
Step 5: Escalation
If the stakeholder is not satisfied with the outcome of the initial investigation or if believe it was not handled correctly, they may request a review which will escalate the complaint to our Management Team.
A member of our Management Team will review the complaint and investigate further.
They will aim to provide a response within 10 business days.
As part of our proposed Reflect Reconciliation Action Plan, we propose to undertake a review of Akaysha Energy's cultural learning needs. This will include the cultural competency needs of the Management Team to ensure they are able to effectively review any escalated complaints from First Nations community members.
Step 6: Recording and registering the complaint
Upon the closing of a complaint, the following information will be updated in the database with the additional following details:
- The process of investigation that was undertaken to resolve the complaint.
- What the proposed resolution was.
- Whether or not the complaint has been resolved to the satisfaction of the complainant.
- The reason why the complaint was closed.
- If you remain unsatisfied with Akaysha’s investigation and proposed resolution, you have the ability to contact other bodies, such as Australian Energy Infrastructure Commissioner
