At Gasway we like to be clear and transparent about how our services work. Even when communication breaks down or things go wrong, we like to be clear about how we help our customers resolve these issues.
Complaints Process.
Stage 1
Upon receiving your complaint, we will log it into our complaints tracker, and we will acknowledge your complaint by the end of the next working day. The complaint ticket will then be assigned to the department manager for investigation and resolution. If we cannot resolve your complaint within 7 days, we will keep you informed throughout the process.
Once the investigation is complete, you will receive a closing letter detailing the following points:
The date the complaint was first received.
The issues raised in the complaint.
Actions taken by Gasway during the investigation.
The outcome of the complaint (upheld or not upheld).
A fair and honest offer of resolution.
If you are not satisfied with the outcome at this stage, you may request to escalate the complaint to Stage 2.
Stage 2
Your complaint will be escalated to an impartial manager. At this stage, we will ask you to submit any additional evidence not previously provided. The escalated manager will conduct a new investigation based on the original complaint, any further evidence, and the details from Stage 1.
The escalated manager will then send you a written response outlining the following points and any resolution from Gasway:
The date the complaint was first received
The date of escalation to the Stage 2 manager
Details of the investigation undertaken
The final decision outcome
A fair and honest offer of resolution
This letter represents our final response, although we may reopen a complaint if new information is provided.
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