UNELCO Engie Resolution Policy

UNELCO Engie is committed to providing a high level of service to its customers and recognizes the value of customer feedback as an important tool in monitoring and responding to customer expectations.

UNELCO Engie recognizes the customer’s right to raise feedback relating to Electricity  and   Water services with the commitment to resolving any issues in an effective, respectful and professional manner with the view of achieving a fair and reasonable outcome.

UNELCO Engie ensures that all feedback is managed in a timely and effective manner, is acknowledged within five working days of being registered with a commitment to addressing all feedback in an equitable, objective and unbiased manner. 

All feedback is registered through a central records system and documented at each stage of assessment. This allows a transparent process which captures all details of the feedback, is tracked for resolution and to identify process gaps or improvements that may be identified.

Feedback can be registered by email, mail, telephone or in person at the UNELCO Engie office.