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.CONTEXTThis Charter outlines the process to be followed by Suppliers of Goods and/or Services to Western Power where the Supplier is dissatisfied with: The lack of opportunity to participate in a tender resulting from a restricted competitive process; and The outcome of a procurement event including the tender process.WHAT IS A COMPLAINT?A complaint is an expression of dissatisfaction or concern made to Western Power, by or on behalf of an individual Supplier or group of Suppliers, related to the events described above, where a response or resolution is expected.TENDER PROCESSEach tender event is governed by Part B of the tender documentation that incorporates the “General Conditions of Tendering” and the “General Conditions for Submission of Proposal”.This complaints process shall not be used to bypass the above Part B conditions. The exception is where the Tenderer believes that the Part B conditions have not been adhered to or that treatment in terms of the tender process is unacceptable.GENERAL ENQUIRYGeneral enquiries and complaints can be made via 13 10 87 or the online complaints and feedback form by selecting the “Question” option from the “Enquiry type” drop down field.If you are dissatisfied with the response, then you may proceed with a formal complaint.MAKING A FORMAL COMPLAINTLodging your formal procurement complaint can be via our online Complaints and Feedback Form by selecting the “Complaint” option from the “Enquiry type” drop down field.A formal complaint can be made by submitting the following basic information: First name; Last name; Email address; Phone number; Mailing address; Company name; A factual and concise outline of your complaint; Your desired remedy/outcome; and Details of prior contact with Western Power on the complaint, including the names of any Western Power Employee/s you may have previously dealt with.Once the online form has been lodged you will be contacted and provided with the means to submit copies (if any) of original documents in relation to and in support of your complaint; andWestern Power can arrange assistance for you if writing would be difficult due to language differences or disability.YOUR RIGHTS WHEN MAKING A COMPLAINT?You have the right to: Lodge a complaint, and where required, seek assistance to lodge it at no charge from Western Power; Have your complaint dealt with quickly, fairly and properly, in a respectful and courteous manner; Provide directly relevant material in support of the complaint; Have information identified by you as confidential, treated as confidential by Western Power unless it has reasonable grounds for doing otherwise; Seek your own legal advice; Be informed of the criteria and processes for how your complaint will be dealt with; and Be informed of Western Powers response, and any subsequent remedial actions.HOW WILL THE COMPLAINT BE HANDLED Western Power will receive your complaint, record the details, give it fair and genuine consideration and deal with it in an effective way to achieve fair outcomes; Western Power will enquire into your complaint, and consult with the relevant Western Power Employee/s within a reasonable timeframe, having regard to the nature and complexity of the complaint; Western Power will keep all relevant parties informed of progress; Western Power will treat all information with respect and handle personal information in accordance with Western Powers Privacy of Customer Information Policy; and Western Power will take action where appropriate to resolve the complaint.SOME IMPORTANT POINTSPlease note the following in respect to making a formal complaint: If you are experiencing difficulty expressing your complaint, you may seek Western Powers assistance via the Complaints and Feedback contact number 13 10 87; Western Power may request your assistance to enable it to assess and process your complaint; Do not make complaints that relate to a previous complaint that has previously been dealt with; Any complaints that are deemed to be inappropriate or clearly intended to intimidate (e.g. personal abuse, inflammatory statements or materials, unreasonable demands) will be returned to the sender and not acted upon. Where these complaints are received by telephone the conversation may be terminated at the discretion of the Western Power Employee handling the call; and Western Power will endeavour to provide reasons for its decisions where possible, but has no obligation, general duty at common law, or general rule of procedural fairness requiring it to do so.ESCALATION PROCESSIf at the conclusion of the complaint management process you remain unsatisfied with the resolution and or outcome, the escalation process shall be as follows: 1. Advise the Western Power Employee managing your complaint that you wish to escalate the complaint;2. The complaint will be brought to the attention of the Group Commercial Branch Manager who will then attempt to resolve the matter; and3. In the event that a resolution can not be reached, the matter will be escalated to the appropriate General Manager for final resolution.FEEDBACK ABOUT OUR SERVICESWestern Power is committed to maintaining the highest standards in managing its procurement processes. Your feedback and suggestions are important to Western Power.Feedback on our service in terms of our Procurement Complaints and Feedback Charter can be made via the online Complaints and Feedback Form by selecting the “Comment” option from the “Enquiry type” drop down field.GLOSSARY OF TERMSGoods and Services means: all goods, materials, works, services and inte