Ajust your expectations
It can be hard to find a solution when you have an issue or complaint with your retailer. Bill Hero has partnered with Ajust to help streamline the process
Believe it or not, energy retailers generally are strongly motivated to address customer complaints and issues as quickly and effectively as possible.
However, since every retailer has different processes and organisational structures, sometimes it can be hard for energy consumers to find the right way to raise a complaint, and to provide all the necessary information so that an investigation can be made and a resolution found.
To help with that, Bill Hero has partnered with Ajust, a technology platform that 'resolves complaints fast, fair and free for consumers'.
How Ajust works
Ajust streamlines and standardises the complaints interactions between consumers and their energy retailers, telco providers and banks.
Ajust provides a simplified way for consumers to report any complaints or issues, ensuring that all the required information is collected and the customer's desired resolution is clearly recorded - for example, a consumer may be interested in receiving an acknowledgement of an issue or problem, an apology, a process improvement, a refund or discount etc.
Ajust also helps vendors, including energy retailers, to process and resolve those complaints more quickly and efficiently.
Bill Hero customer Sue had signed up for a special offer with OVO Energy. When she received her first bill, she knew something went wrong as it was unexpectedly high. After she struggled to get in contact with OVO Energy, Sue asked the team at Bill Hero for guidance on how she could resolve the issue. The team told Sue about Ajust - a technology platform that helped consumers resolve issues with businesses. Sue found Ajust easy to use and within just a few minutes, her complaint had been sent to OVO Energy. Just 24 hours later, Sue received a call from OVO Energy to say that had resolved the issue and credited $185 to her account.