Your Voice Matters: Resolving Concerns with Care and Efficiency
Introduction
Energy Program is dedicated to upholding and enhancing our reputation for delivering highquality
services.
This policy aims to guide our customers, Service Providers, Installation Partners, end-users,
consumers and employees in understanding how the Energy Program manages and handles
complaints and resolves disputes. We pledge to be consistent, fair, and unbiased when
addressing grievances.
Energy Program is committed to being responsive to the needs and concerns of our
customers or potential customers and to resolving complaints as quickly as possible.
The policy’s objectives include:
• Informing all relevant parties of our processes for lodging and handling complaints
• Ensuring parties and staff understand the complaints handling process
• Conducting impartial investigations of complaints, considering all information and
evidence
• Actively safeguarding personal information through reasonable measures
• Evaluating complaints based on their merits, considering individual circumstances
and needs
Lodging a Dispute or Complaint
If you are dissatisfied with a service provided by the Energy Program, its Service Providers or
their installation partners under the Energy Program’s engagement, consider discussing the
issue directly with the party involved.
If you are uncomfortable addressing your concerns with the party involved or believe they
cannot resolve the issue, you can file a complaint through the following methods:
Ph: (03) 8374 3891
Email: info@energyprogram.com.au
In Writing to: 3/197 Bay St, Brighton VIC 3186
Required Information
To investigate your complaint efficiently, we will rely on the information you provide and
our existing records. We may need to contact you to clarify details or request additional
information. To expedite the process, please provide:
• The type of premises: commercial or residential.
• Your name and contact information
• The nature of the complaint
• Type of activity conducted: Hot Water Upgrade, Space Heating, Building Based
Lighting Upgrade etc.
• Name of the alleged Service Provider and the Installation Partner (if applicable)
• Steps you have already taken to resolve the issue
• Relevant conversations
• Any documentation that may assist in resolving your complaint
• Complaint Priority: Self-assessed (if applicable): Priority / Non-Priority
• Complaint Classification: Product complaint / Installation complaint / conduct of the
scheme participant
Priority Classification
Energy Program recognises the importance of essential services, including lighting,
electricity, hot water and heating, and is committed to handling these complaints with
urgency.
If the complaint is related to an interruption or major issue with the supply of the hot water
in your hot water system or majority of your lighting equipment covering major part of the premises, it will be marked as a ‘Priority Complaint’;
Any other complaints and enquiries that do not involve an interruption of the supply of the hot water, will be marked as ‘Non-Priority Complaint’;
The below paragraphs outline Energy Program’s management of Priority & Non-Priority Complaints.
A) Non-Priority Complaint Handling
Energy Program will acknowledge your complaint within five (5) business days and conduct
an initial review. During this review or subsequent investigation, Energy Program may need
to clarify certain aspects of the complaint or request additional documentation. In such
instances, Energy Program will explain the rationale behind our requests and provide you
with a status update on your complaint.
Energy Program commits to resolving complaints within 20 business days of filing. If Energy
Program cannot meet this deadline, it will notify you of the delay and provide an updated
resolution date.
If Energy Program has requested clarification or additional documentation from you and are
awaiting your response, it may not be able to meet the 20 business-day deadline. Upon
receiving the necessary information, Energy Program will inform you of the expected
complaint resolution date.
B) Priority Complaint Handling
‘Priority Complaints’ will be addressed with the highest urgency and Energy Program will
strive to respond within two (2) business days from the receipt of the complaint. The
resolution or a clear plan of action will be provided within five (5) business days, if not
sooner.
This prioritization of these complaints does not alter any other aspects of Energy Program’s
complaint handling procedures. All complaints will still be subject to a fair, unbiased
investigation considering all information and evidence provided.
To lodge a ‘Priority Complaint’, please mark the subject of your email or letter as “Priority
Complaint”. When lodging a complaint via phone, please specify at the start of the
conversation that it relates to a Priority Complaint matter.
Complaint Classification: Assessment Resolution
1. Product Complaints
Definition: Product complaints refer to any grievances or issues raised by end-consumers
related to the physical products supplied and/or installed through Energy Program by one of
its Service Providers. This can include but is not limited to defects in the product, product
performance not meeting specifications or advertised standards, issues with product safety,
warranty claims, and any other aspects that do not meet the customer’s expectations or
promised quality standards.
Level 1 Support: Service Providers are responsible for providing Level 1 Support with the
products installed. In the event of end-consumers not being able to receive a satisfactory
resolution from a named Service Provider, they are encouraged to contact Energy Program
for further instructions on getting the relevant matter resolved.
Initial Assessment: Upon receiving a product complaint, we will log the issue in our
complaint management system and classify it based on its nature and severity.
Investigation: A dedicated team will investigate the complaint, which may include
contacting the manufacturer, reviewing quality control reports, and assessing product
performance.
Resolution: In liaison with an accused Service Provider, appropriate actions, such as repair,
replacement, or refund, will be offered based on the warranty terms and the outcome of
the investigation.
Follow-up: We will follow up with the complainant to ensure the resolution is satisfactory
and to gather feedback for quality enhancement.
2. Installation Complaints
Definition: Installation complaints are concerned with issues arising from the service of
installing the energy products by Service Providers and their Installation Partners. These
complaints may stem from consumer dissatisfaction with the installation process, including
but not limited to improper or incomplete installation, not adhering to the agreed-upon
schedule, installation causing damage to the customer’s property, failure to follow industrystandard
practices, or any deviation from the prescribed installation protocols set by Energy
Program, Victorian Energy Upgrades or any other relevant authorised body.
Initial Assessment: Installation complaints are recorded and categorized by the type of
issue, such as installation defects or non-compliance with standards.
Investigation: We will contact Service Provider at fault for additional information to oppose
the allegations received. We will then contact end consumer for photo or video evidence if
required, following by an on-site inspection, if necessary, review installation processes, and
consult with the Installation Partner’s team involved.
Resolution: Corrective measures will be taken, which may include reinstallation, additional
training for Service Providers and Installation Partners, or process revisions to prevent
recurrence. In the event of unrepairable non-compliance, Energy Program will be organising
VEEC withdrawal.
Follow-up: Communication with the complainant is maintained throughout the resolution
process to ensure transparency and satisfaction.
3. Conduct of Scheme Participant
Definition: Conduct of scheme participant complaints involve any reports or allegations
regarding the behaviour or actions of individuals or entities participating in Victorian Energy
Upgrades through the affiliation under Energy Program’s Accreditation.
This encompasses alleged violations of the compliance requirements of the Victorian Energy
Upgrades, ACL code of conduct, unprofessional behaviour, non-compliance with legal or
ethical standards, misconduct in interactions with consumers, conflicts of interest, or any
other activities that could undermine the integrity of the Energy Program or jeopardise its
objectives and reputation.
Initial Assessment: Complaints regarding the conduct of scheme participants are taken
seriously and classified based on the alleged behaviour or misconduct.
Investigation: An impartial review will be conducted, involving email or over-the-phone
interviews with all relevant parties and a review of any contractual obligations or codes of
conduct.
Resolution: Disciplinary action, additional training, or termination of the participant’s
scheme involvement may result, depending on the severity and findings of the investigation.
Follow-up: We will inform the complainant of the outcome while respecting the privacy and
confidentiality of all parties involved.
For all categories, we adhere to the principles of fairness, confidentiality, and promptness.
We aim to resolve all complaints within a predefined timeframe, and we maintain a
transparent process where complainants are kept informed of the progress and outcomes.
Continuous improvement is embedded in our policy; feedback from the complaint
resolution process is systematically analysed to identify and implement improvements
across our operations.
Post Resolution – Notifications
Once Energy Program has finalised your complaint, it will inform you of the findings and any
actions taken. This will be done in writing unless a verbal agreement has been mutually
reached.
You have the right to inquire about your complaint’s status at any time.
Additional Information for Service Providers
• Service Providers are able to lodge complaints and disputes on behalf of their
consumers directly with Energy Program using either of the following methods:
o By raising a trouble ticket classified as “Customer Complaint” in the Service
Provider’s area at the app portal software.
o Ph: (03) 8374 3891
o Email: info@energyprogram.com.au
o In Writing to: 3/197 Bay St, Brighton VIC 3186
• Service Providers are required to put all their efforts to assist consumers with their
complaints and disputes, even if the nature of the complaint is not directly affected
by the actions or non-actions of the incumbent Service Provider or their Installation
partner. This includes some other enquiries, such as the quality of the products
offered or any other information or assistance requested by the end-consumer.
• All complaints must be resolved within 20 working days