quality
 

MANAGING COMPLAINTS

EstEnergy is committed to customer service. Your satisfaction is our priority.
If you wish to lodge a complaint because one of our services did not meet your expectations or you feel you were not given the right information, or if you would like to make a suggestion which could help us improve our service please complete the attached form and send or hand it in at one of the following addresses:

EstEnergy - Via dei Rettori, 1 - 34121 Trieste

or fax it to: 049 2049 173

or email to  reclami@estenergy.it as a pdf attachment only.

> Complaints/information request/suggestions form

NB.: If you are not using the above form, please make sure that you provide at least the following details: name and surname, supply address, billing address (if different from supply address) or email address, service to which the complaint refers (electricity, gas, both).

PROCESSING OF COMPLAINTS


All complaints received by us are examined, processed and resolved. Step 1 involves examining them for the issue involved and then classifying them. We then check whether the complaint is justified by investigating the problem, tracing the cause and talking to the relevant parties.

We will write or call to inform you that we are either examining your complaint or, in the event that it is a complex matter with several parties involved, for example suppliers or distributors, to let you know what action we will take to resolve the issue. You will also be told what we will do to prevent the problem from occurring again.

Every month complaints that have been received and resolved are carefully reviewed and reported on individually. Not all the problems reported can be attributed to us and on some occasions there is in fact no problem at all, but simply a lack of information.
In other cases, after examining the complaint, there is an opportunity for corrective action that can improve our organisation or enable us to develop suitable procedures to prevent the problem arising again and so improving customer service.
Through timely and careful management we have developed excellent relationships with consumer advocacy groups which are involved in the areas of our work which have the greatest impact on customers. Legal action against our company is rare or practically non-existent and we are now in the process of establishing a mediation process in conjunction with consumer groups. This initiative is currently in the development stage.