{"id":456,"date":"2025-02-20T10:27:45","date_gmt":"2025-02-20T10:27:45","guid":{"rendered":"http:\/\/120.72.95.94:55167\/kineticnetworks\/site\/?page_id=456"},"modified":"2025-03-05T20:12:38","modified_gmt":"2025-03-05T20:12:38","slug":"customer-care-policy","status":"publish","type":"page","link":"http:\/\/120.72.95.94:55167\/kineticnetworks\/site\/customer-care-policy\/","title":{"rendered":"Customer Care Policy"},"content":{"rendered":"\t\t
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Customer Care Policy<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Our Commitment to You\u00a0<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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At Kinetic Networks Limited, we understand that electricity is essential for the well-being of our customers. We are committed to providing you with excellent service and support and to treating you fairly and respectfully in all our interactions. This Consumer Care Policy outlines our commitment to you and explains your rights and responsibilities as our customer.\u00a0<\/p>

This policy complies with the Consumer Care Obligations outlined in the Electricity Industry Participation Code 2010.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Key Principles of Our Consumer Care Policy\u00a0<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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  • Respect and collaboration: We will work with our customers in a respectful, collaborative, and constructive manner.\u00a0<\/li>
  • Clear and timely communication: We will communicate with you in a way that is understandable, timely, clear, and accessible, taking into account your communication preferences.<\/li>
  • Support for payment difficulties: We will take reasonable steps to support customers who experience payment difficulties, including offering payment plans and referrals to support agencies.<\/li>
  • Fair and transparent fees: All fees we charge will be reasonable and reflect the actual costs of providing the service.<\/li>
  • Protection for medically dependent consumers: We will not disconnect the premises of customers we know to have a medically dependent consumer residing there.\u00a0<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Communication Preferences\u00a0<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    To ensure we communicate with you effectively, we will ask you to provide us with at least two preferred communication channels when you become a customer. You can update your communication preferences at any time by contacting us.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    Annual Customer Check-In\u00a0<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    At least once a year, we will contact you to:<\/p>

    • \u00a0Advise you of our consumer care policy<\/li>
    • Ask you to confirm that your contact and other information is up-to-date <\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      Payment Difficulties<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      We understand that circumstances can change, and you may experience difficulty paying your bills. If this happens, please contact us as soon as possible. We will work with you to find a solution, such as:\u00a0<\/p>

      • Developing a payment plan that fits your budget.<\/li>
      • Referring you to a support agency that can provide budgeting advice or assistance with financial hardship.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        Disconnection\u00a0<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        We will only disconnect your electricity supply as a last resort and will take several steps before doing so, including:\u00a0<\/p>

        • Making multiple attempts to contact you to discuss the overdue account.<\/li>
        • Offering payment support options and information on available assistance.\u00a0<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          Medically Dependent Consumers\u00a0<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          We understand that some customers rely on electricity for medical equipment or other health- related needs. If you or someone residing at your premises is a medically dependent consumer, please inform us. We will record this information to ensure that your electricity supply is not disconnected. We may ask you to complete an application for medically dependent consumer status and provide confirmation from a health practitioner to support your application.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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          Fees and Bonds<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          Any fees we charge for services that are not part of your pricing plan (i.e. variable and fixed fees for supply of electricity) will be reasonable and reflect the actual costs incurred in providing the service. Information on any fees or bonds, including the method for calculating variable fees, will be available on our website and in our Consumer Care Policy. We will ensure you are aware of the amount of any fee before we charge it to your account.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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          Website Information\u00a0<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          You can find further information about our Consumer Care Policy and your rights on our website. This includes:\u00a0<\/p>

          • A copy of our Consumer Care Policy.<\/li>
          • Contact details for our consumer care team.<\/li>
          • A link to a dedicated page on the Electricity Authority’s website with information on the Consumer Care Obligations.<\/li>
          • Links to support agencies offering advice on energy efficiency and financial mentoring services.<\/li>
          • Information on the dispute resolution scheme.\u00a0<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            Complaints and Disputes\u00a0<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            If you have a complaint about our services or believe we are not meeting our obligations under this policy, please contact us. We have an internal dispute resolution process to address your concerns fairly and efficiently. You can also contact the Utilities Disputes scheme if you are not satisfied with the outcome of our internal process.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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            Commitment to Continuous Improvement\u00a0<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            We are committed to providing the best possible service to our customers and will regularly review our Consumer Care Policy to ensure it meets your needs and reflects changes in the industry.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

            Customer Care Policy Our Commitment to You\u00a0 At Kinetic Networks Limited, we understand that electricity is essential for the well-being of our customers. We are committed to providing you with excellent service and support and to treating you fairly and respectfully in all our interactions. This Consumer Care Policy outlines our commitment to you and […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-456","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"http:\/\/120.72.95.94:55167\/kineticnetworks\/site\/wp-json\/wp\/v2\/pages\/456","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/120.72.95.94:55167\/kineticnetworks\/site\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"http:\/\/120.72.95.94:55167\/kineticnetworks\/site\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"http:\/\/120.72.95.94:55167\/kineticnetworks\/site\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/120.72.95.94:55167\/kineticnetworks\/site\/wp-json\/wp\/v2\/comments?post=456"}],"version-history":[{"count":52,"href":"http:\/\/120.72.95.94:55167\/kineticnetworks\/site\/wp-json\/wp\/v2\/pages\/456\/revisions"}],"predecessor-version":[{"id":643,"href":"http:\/\/120.72.95.94:55167\/kineticnetworks\/site\/wp-json\/wp\/v2\/pages\/456\/revisions\/643"}],"wp:attachment":[{"href":"http:\/\/120.72.95.94:55167\/kineticnetworks\/site\/wp-json\/wp\/v2\/media?parent=456"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}