Fortizo Energy Resources Limited strives to provide information of the highest standards to its customers and to conduct its business with integrity.
However, Fortizo Energy recognizes that occasionally customers may not be satisfied with the services provided by Fortizo and wish to escalate matters. To raise a complaint with Fortizo Energy, you can:
- Speak to or email any of your existing contacts provided on the website.
- Email or write directly to the Administrative Office of Fortizo, in your respective region, with background and details of your complaint
FORTIZO ENERGY RESOURCES COMPLAINTS HANDLING POLICY
Fortizo maintains a complaints handling policy by which anyone may submit a complaint regarding any issue relating to our services.
- All complaints will be acknowledged in writing by Fortizo within one (1) business day of receipt.
- Fortizo will assign an individual to investigate any complaint and determine an appropriate course of action. Any complaint involving an individual or his/her work will be investigated by the next level of management.
- Fortizo will seek to resolve the complaint as quickly as possible. In most cases, Fortizo will provide a written response to the Complainant within forty-five (45) days from the date of receipt of the complaint by Fortizo explaining any course of action being taken or recommended by Fortizo. However, if the scope of the complaint demands further investigation after forty-five (45) days Fortizo will write to the Complainant explaining why the matter has not been resolved and indicating when a final response is likely to be made.
- Where a complaint regarding a specific price assessment is determined by Fortizo to be valid, Fortizo reserves the right to exclude any retroactive price adjustments to price assessments.
- If the complainant does not accept Fortizo determination, Fortizo will refer the complaint to an appeals process and notify the complainant accordingly in writing within five (5) business days following referral. The specific group to whom the appeal is referred will be determined by the type of complaint and includes Fortizo Compliance team.
- Fortizo seeks to complete the appeals process within forty-five (45) days from the date of the referral. Once the appeals process has been completed, Fortizo will notify the complainant of the result in writing within five (5) business days. However, if the scope of the complaint appeal demands further investigation after forty-five (45) days, Fortizo will discuss with the relevant appeals group and write to the Complainant explaining why the matter has not been resolved and indicating when a final response is likely to be made.
- Should a complainant be dissatisfied with the way a complaint has been handled by Fortizo, within six (6) months from the time of the receipt of the original complaint, the complaint may