供应商反馈流程

1、CONTEXTthe ten derdocume ntati onthe “ Gen eral Con diti ons the “ Gen eral Con diti onsLodg ing your can be via Feedback Formdrop dow nThis Charteroutli nesthe process to befollowed by Suppliers of Goodsan d/orServices to Western Power where theSupplieris dissatisfied with:? The lack of opportu nit

2、ytoparticipate in aten derresult ingfrom a restricted competitiveprocess;and? The outcome of a procureme nteve ntin clud ing the ten der process.WHAT IS A COMPLAINT?A compla int is an expressi on of dissatisfactionor concern made to WesternPower,by or on behalf of an in dividualSupplieror group of S

3、uppliers,relatedtothe eve nts described above, where a resp onse or resoluti on is expected.TENDER PROCESSEach ten der eve nt is gover ned by Part B ofthat in corporates of Tendering ” and forSubmissi onofProp osalThis compla ints process shall not be used tobypass the above Part B con diti ons.Thee

4、xcepti on is where the Ten derer believes thatthe Part B conditions have not been adhered to or that treatment in terms of the tenderformal procureme nt compla int ouron li neCompla intsandby selecting the “ Complaint ”opti on from the “ En quiry type field.A formal compla int can be made by submitt

5、i ngthe following basic information:?First n ame;?Last n ame;? Email address;?Pho ne n umber;?Maili ng address;?Compa ny n ame;? A factual and conciseoutlineof yourcomplai nt;? Your desired remedy/outcome; and? Details of priorcon tactwith WesternPower on the complaint,includingthenames of any Weste

6、rn Power Employee/s you may have previously dealt with.Once the on li ne form has bee n lodged you willbe contactedand providedwith the means tosubmit copies (if any) of original documentsin relati ontoand insupportof yourcompla int; andWester n Power can arrange assista nee for you if writing would

7、 be difficult due to language differe nces or disability.YOUR RIGHTS WHEN MAKING A COMPLAINT?You have the right to:process is un acceptable.GENERAL ENQUIRYGen eral en quiries and compla ints can be made via 13 10 87 or the online complaints and feedback form by selectingthe “ Question ”option from t

8、he“ Enquiry type ” drop downfield.If you are dissatisfied with the resp onse, then you may proceed with a formal compla int.MAKING A FORMAL COMPLAINTLodge a complaint,and where required,seekassista neeto lodge it at nocharge from Western Power;Have your compla int dealt with quickly, fairly and prop

9、erly, in a respectful and courteous manner;Provide directly releva nt material in support of the compla int;Have informationidentifiedby you ascon fide ntial, treated as con fide ntial byWester nPower unl ess it hasreas on able grou nds for doing otherwise;?Seek your own legal advice;?Bein formedoft

10、hecriteriaandprocesses forhowyourcomplai nt willbe dealt with; and?Be in formedofWesternPower' sresp on se,andanysubsequentremedialacti ons.HOW WILL THE COMPLAINT BE HANDLEDWestern Power will receive complaint, record the details, fair and genuine con siderati on and deal with it in an effective

11、your give itfair outcomes;Western compla int, releva ntPower will andWesternwithin regard to the compla int;Western Power willwaytoachievein flammatorystateme nts or materials,un reas on abledema nds) will be retur nedto the sen der and not acted upon. Where these compla ints are received teleph one

12、 termi nated Western call; and Western Power will en deavour to provide reas ons possible, gen eral rule it to do pla ints the at Powerfor but duty aten quire con suitreas on able the n aturePowerinto your with thetimeframe, andkeepEmployee/s havi ng complexity ofall releva ntparties in formed

13、 of progress;WesternPowerwillin formati on withrespectpers onal in formati on in accorda nee withWestern Power s Privacy of Customertreat all and han dleIn formatio n Policy; andWestern Power will take action where appropriate to resolve the compla int.SOME IMPORTANT POINTSPlease note thefollow ingm

14、aking a formal complaint:inrespect toWesternPowers assista neeviatheComplai ntsandFeedbackcon tact n umber13 10 87;? WesternPowermayrequestyourassista neetoen able itto assessandIf you areexperie ncingdifficultyexpress ing your compla int, you may seekprocess your compla int;Do not make compla ints

15、that relate to a previouscompla intthat has previouslybee n dealt with;Any complaints that are deemed to be in appropriateor clearlyinten ded toin timidate(e.g.pers onalabuse,arecon versati onmaythe discreti onofEmployee han dli ngof proceduralitshas no com mon law, fair nessbybethethedecisi ons whe

16、re obligati on, or general requir ingESCALATION PROCESSIf at the con clusi on of the compla int man ageme nt process you rema in un satisfied with the resoluti onand or outcome, theescalati on process shall be as follows:1. Advise theWester nPower Employeemanaging your compla int that you wishto esc

17、alate the compla int;2. The complaintwill be brought to theatte nti onof the Group CommercialBranch Manager who will then attempt to resolve the matter; and3. In the eve nt that a resoluti oncannot be reached, the matter willbeescalated to the appropriate Gen eral Man ager for final resoluti on.FEED

18、BACK ABOUT OUR SERVICESWestern Power is committed to mai ntai ning the highest sta ndards in man agi ng its procureme nt processes. Your feedback and suggesti ons are importa nt to Western Power.Feedback on our service in terms of our ProcurementComplaintsand Feedback Chartercan be made via the online Complaints and Feedback Form by selecting the “ Comment option from the“ Enquiry type ” drop downfield.GLOSSARY OF TERMSGoods and Services means: all goods, materials, works, services and intell