Kleenheat Gas

Customer Feedback

At Kleenheat Gas we are committed to offering the best possible standard of customer service and products. If there comes a time when you believe that we have not achieved this standard, please let us know.

Complaints Procedure

If you have any reason to complain, we will always endeavour to resolve the matter with you on your initial contact (feedback received via our website will be responded to within two working days). To lodge a complaint, please:

  • Telephone 132 180
  • Contact Us via our online form
  • Fax to (08) 9312 9833
  • Visit Kleenheat Gas
  • Write to Wesfarmers Kleenheat Gas Pty Ltd, PO Box 4184, Myaree Business Centre WA 6960

If we are unable to resolve your concern within two working days it will be passed to a supervisor, manager or appropriate other person to investigate and respond. You will receive a response within ten business days, provided Kleenheat Gas has all the necessary information.

In the unlikely event that a complaint is not resolved, the matter will then be considered by an independent and impartial officer within Kleenheat Gas with the appropriate experience, knowledge and authority to deal with it.

 

Unresolved Complaints

Kleenheat Gas aims to resolve all complaints internally; however if you are not satisfied you may have the right to refer your complaint to an external body.

Western Australia and Victoria, Ombudsman schemes exist for complaint handling purposes. The relevant Victorian Ombudsman is available to receive complaints from LPG cylinder users and the Western Australian Ombudsman reticulated gas customer can use their services.

 

Energy & Water Ombudsman Victoria
GPO Box 469
Melbourne Vic 3001
Call 1800 500 509 or
Email ewovinfo@ewov.com.au

Energy Industry Ombudsman Western Australia
PO Box Z5386 St Georges Terrace, Perth WA 6831
Call (08) 9220 7588 or 1800 754 004 or
Visit www.ombudsman.wa.gov.au/energy

Economic Regulation Authority (WA)
GPO Box 8469
Perth Business Centre
WA 6849
Call (08) 9213 1900

If these schemes are unable to assist, you have the option of contacting the government agency that deals with consumer issues in your State or Territory.

 

Please click here to donwload a copy of  Kleenheat Gas Customer Charter

Please click here to download a copy of the Compendium of Gas Customer Licence Obligations

Alternatively you can visit The Gas Customer Code under The Economic Regulation Authority of Western Australia