Bright Energy Investments

Complaints and Enquiries Policy

This is an EXTRACT from the BEI Compaints and Enquiries Policy (Revision 3)

COMPANY POLICY STATEMENT

Revision 3 dated 26 February 2024

It is BEI policy to establish and maintain a positive complaint management environment that encourages enquiries, feedback and, when appropriate, complaints. It is also the policy of BEI to comply with relevant legislative and regulatory requirements in relation to complaints and enquiries and, where required, in compliance with granted project approvals.

The BEI Complaints and Enquiries Policy handling process is modelled on the principles of fairness, accessibility, responsiveness, efficiency and integration with the core business of the BEI Group.

a) Fairness – Complainants and enquirers must be treated fairly by BEI personnel.

b) Accessibility – The BEI complaint and inquiry handling process is to be accessible to all stakeholders.

c) Responsiveness – The BEI complaint and enquiry handling process must be timely, cost effective and not place an unnecessary administrative burden on the complainant or enquirer. All Complaints or enquiries will be resolved within an agreed timeframe with the least possible impact on the resources of the complainant or enquirer.

d) Efficiency – A complainant or enquirer is entitled to know how a complaint or inquiry will be handled and the outcome. All complainants and enquirers have a right to expect that their privacy will be respected and their Complaint or inquiry will be treated confidentially.

e) Integration – Complaint handling is to be integrated with core business activities of the BEI Group.

Response Standard

BEI is to endeavour to acknowledge all complaints within two business days and to provide a formal written response (where required) within 20 business days.

Every effort is to be made to meet these timeframes, where it is practical to do so. However, if the matter is complex, it may take longer to resolve. In these instances, complainants and enquirers are to be kept informed about the delay and the process to reach a resolution.

END of EXTRACT