Dispute Resolution Policy
Energy Upgrade Solutions is committed to providing a fair, transparent, and efficient process for handling customer complaints. As a participant in the Victorian Energy Upgrades (VEU) Program, we ensure that all complaints relating to our services, installations, authorised representatives, and activities carried out under the VEU initiative are managed promptly, professionally, and in accordance with applicable program requirements and consumer protection laws.
Consumer Complaints Handling Process
Energy Upgrade Solutions is committed to resolving customer complaints promptly and fairly. Complaints relating to our products, installation services, authorised representatives, scheduling, Victorian Energy Upgrades (VEU) activities, or any certificates created under the VEU Program will be managed in accordance with this Dispute Resolution Policy.
Internal Dispute Resolution Process
Negotiation
Upon receiving a complaint:
- A dedicated and experienced team member will acknowledge and investigate the complaint.
- The complainant will be contacted to discuss the issue in a professional, respectful, and courteous manner.
- Every reasonable effort will be made to resolve the complaint quickly and fairly.
- Where appropriate, additional information or supporting documentation may be requested.
Mediation (Assisted Negotiation)
If the complaint cannot be resolved during the initial stage, it will be escalated to a senior manager or director of Energy Upgrade Solutions for further review. We will make every reasonable effort to achieve a fair, timely, and satisfactory resolution for all parties involved.
Conciliation (Third-Party Assistance)
Timeliness and Fair in Complaint Handling
Energy Upgrade Solutions is committed to resolving all customer complaints promptly, fairly, and professionally.
- All complaints will be acknowledged within five (5) business days of being received.
- We aim to complete our internal dispute resolution process within twenty (20) business days from the date the complaint is received, wherever reasonably possible.
How to Lodge a Complaint
Customers may submit a complaint using any of the following methods:
quotes@energyupgradesolutions.com.au
Phone
0405 389 991
Website
www.energyupgradesolutions.com.au
Customers should include, where possible:
- Full Name
- Contact Details
- Installation Address
- Invoice or Quote Number (if applicable)
- Description of the issue
- Supporting photographs or documents (if available)
Providing complete information will assist us in resolving the matter as efficiently as possible.