Complaints and Enquiries
Contact the Mornington BESS project team.

Members of the public can use this page to raise a complaint or issue, provide feedback, or make an enquiry relating to the Mornington BESS project. There is no fee for making a complaint.

Contact methods

Call the toll-free number, email the project team or use the online form below. The endorsed Complaint Investigation and Response Procedure is available to download directly.

Telephone 1800 329 172 Toll-free complaints and enquiries line Email mornington@bw-ess.com For complaints, issues, feedback and enquiries Endorsed procedure Download the CIRP (PDF) Opens the endorsed document in a new tab

How to make a complaint

You can make a complaint by telephone, email or the online form. You may submit anonymously, although providing contact details helps the project team acknowledge your complaint, provide updates and discuss a resolution with you.

The following information can help the project team investigate:

Your name and preferred contact details, if you wish to provide them
The date, time and location of the issue
A clear description of what happened or what concerns you
Any outcome or action you would like the project team to consider

What happens next

The endorsed procedure sets out the following response timeframes:

Complaints received by email or telephone will receive an initial acknowledgement or response within 24 hours
Complaints received by mail will receive an initial written response within three working days where a valid postal channel is available
An update on the investigation and any proposed resolution will be provided no later than five working days after the initial response
If a complaint cannot be satisfactorily resolved within 30 working days, the dispute resolution process may include independent external mediation

Additional updates will be provided as required until the complaint is closed.

Privacy, confidentiality and fairness

Enquiry and complaint information will be handled confidentially and personal information will be protected. Information will only be shared where required to investigate or resolve the matter, meet legal or regulatory requirements, or where you have authorised its release.

Everyone has a right to complain and complainants will be treated with respect. Read the Mornington BESS privacy notice for more information.

Call 1800 329 172

Online form

Use this form for enquiries, feedback, issues or complaints relating to Mornington BESS. You may submit anonymously, although providing contact details helps the project team respond.