Question 1

How are complaints handled?

Accepted Answer

We'll record the details of your complaint. We'll give it fair and genuine consideration and seek to achieve a fair outcome for both parties.
Your complaint will be allocated to one of our complaints handling team.
We'll enquire into your complaint within a reasonable time frame, taking into account the nature and complexity of your complaint.
We'll keep you informed of any progress via your preferred communication channel – or if you don't specify, we'll contact you by the same channel that you initially made the complaint.
We'll treat your complaint respectfully and handle all personal information in accordance our privacy policy.
If appropriate, we'll make policy changes to prevent the same situation from happening again.

Question 2

Lodging a complaint about your payment plan with AFCA

Accepted Answer

We are a member of an external dispute resolution scheme and in the unlikely event that we cannot resolve your request for hardship assistance, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is a new external dispute resolution scheme that replaces the Credit & Investments Ombudsman (CIO). AFCA will provide fair and independent financial services complaint resolution that is free to use:

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Before AFCA can investigate the matter, you must have first given us the opportunity to review it. Time limits may also apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Question 3

Lodging a complaint about your electricity service with EWON

Accepted Answer

Escalating your complaint

If we have not been able to help you when you first contacted us or you’re not satisfied with the outcome of your complaint, you can escalate your complaint to our Customer Support Team:

Phone: 1300 274 448
Interpreter service: 131 450
Email: support.solar@brighte.com.au

You can out more information in our energy complaints policy.

Lodging with EWON

Whilst we hope that you contact us first about your concern, you can also receive free and independent advice from the Energy & Water Ombudsman of New South Wales.

You can lodge a complaint with the Energy and Water Ombudsman NSW (EWON).

Online: www.ewon.com.au
Phone: 1800 246 545 (free call)
Mail: Free post Reply Paid 86550, Sydney South NSW 1234

Question 4

Buy Now Pay Later Code of Practice

Accepted Answer

Brighte is also a member of the Buy Now Pay Later Code of Practice. This means that if the product we have provided you is our 0% Interest Payment Plan, in addition to contacting us or AFCA, you can report an alleged breach of this Code to the Code Compliance Committee (CCC). The CCC is an independent committee that has been established to monitor our compliance with this Code (as outlined in the Terms of Reference for the CCC).

You can access the Code by visiting https://afia.asn.au/BNPL-Documents.

If you have a specific complaint about us, you should first talk to us, and if you are not satisfied, then AFCA. The CCC will not consider your Complaint if you are still trying to resolve it with us, or within AFCA. To lodge a Complaint with the CCC, you can contact them at CCC-BNPL@afia.asn.au.

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