Complaints

We are committed to providing our customers with high quality, reliable service. If problems do arise we will work towards resolving them as soon as you contact us. Our aim is to resolve phone enquiries at the initial contact, and have written enquiries answered within 5 business days.

All complaints are handled in line with our complaints and handling policy and procedures, which ensures that requirements set in the Australian Standard ISO 10002 (2006) Complaint Handling are met.

How to make a complaint

If you have contacted Enwave Tonsley by phone but feel that your complaint or issue has not been resolved, we request that you write your complaint and mail it to us. Our mailing address is:

Enwave Tonsley
PO Box 858
Launceston, Tas 7250

If you are not satisfied with the resolution of the complaint, you may escalate your complaint. At any time during the complaints process, you may request our complaints procedure which includes the relevant internal escalation processes.

Please see our Complaints and Disputes Policy for further information.

South Australian Ombudsman

If you still feel that the issue has not been resolved to your satisfaction you may choose to contact the South Australian Ombudsman. The contact details for the Ombudsman are:

General enquiries

Telephone: (08) 8226 8699
Toll free: 1800 182 150 (outside metro SA only)
Facsimile: (08) 8226 8602
Email: ombudsman@ombudsman.sa.gov.au
Please address ALL correspondence to the postal address
Address: Level 5, 91 King William Street, Adelaide SA 5000
Postal address: PO Box 3651 Rundle Mall SA 5000