POLICIES & TERMS
PacificLight is a Singapore-based power generator and electricity retailer committed to helping customers effectively manage their energy need. We adopt a customer focused approach and is committed to effectively and efficiently resolve any customer complaints and disputes.
This document outlines our customer complaints and dispute resolution processes detailing the process for recording, managing and responding to complaints, enquiries and escalations which are received by PacificLight from customers via telephone, in writing or electronically.
This is to ensure that our customers are fully aware of the channels available to them to raise enquiries or complaints about our services. Besides that, it also ensures that accurate information is collected and can be used to analyze trends and areas for improvement.
This document is reviewed periodically and may be subject to change.
PacificLight welcomes your feedback including complaint you may have as a customer with our service. It allows us an opportunity to maintain your confidence and trust in us as well as to improve our customer service quality.
We treat your complaint as an opportunity to further understand your dissatisfaction with our service, and provide you with a response in order to arrive at a resolution. It may be related to our services, or the complaint handling process itself. If you are dissatisfied with any aspect of our services or products, please contact us so that we can assist to alleviate your concern within our ability to do so.
PacificLight will ensure our staff are equipped with the required knowledge and skills to provide quality service to customers. We will address customer concerns in a timely and efficient manner, with a view to resolving issues in a non-confrontational, non-adversarial environment. We will:
When contacting us with a complaint we ask you to:
We are committed to following the complaints management guiding principles when handling your complaints:
You can contact PacificLight in the following ways:
Address and Investigate
We endeavour to resolve all complaints at the first point of contact by our Customer Service Officers should any dispute under the contract arises. Should your complaint / dispute pertains to services provided by the Market Support Services Licenses (SP Services) or Transmission Licensee (SP PowerGrid / SP PowerAssets), we will escalate your complaint / dispute to their attention and for their necessary action within three (3) business days.
In the instances where we do not require investigation or involvement by any third party (notably SP Group), we will acknowledge receipt of your complaint within three (3) business days and seek to provide you with a resolution within 30 calendar days from it becoming aware of the dispute.
Should we be unable to meet these timeframes, we will advise you of our suggested course of action and timeframe, as well as the name of the contact person for any further queries.
As a general rule, PacificLight will respond in the same manner as the complaint was received unless advised otherwise.
1st Step: Negotiation/ Mediation
2nd Step: Arbitration/Courts
PacificLight will record and monitor all complaints received from customers for the purpose of monitoring and compliance, and also to assist in improving our experience with you.
All personal information that is supplied by you will be treated in confidence. Personal information shall only be collected from a customer where it is necessary to assist PacificLight with the investigation and resolution of a complaint.
This document has outlined how PacificLight receives, acknowledges, responds and communicate with our customers. The complaint and disputes resolution process ensures that information is collected and used to better improve our processes and procedures. PacificLight strives to be transparent in our dealings with you and use the guiding principles to be fair, responsive and accessible to you, our customer.
LAST UPDATED: March 2018