Contact us - compliments and complaints

Compliments and Complaints

The Department of Climate Change and Energy Efficiency is committed to providing a means for you to provide feedback on the ceiling insulation component of the Energy Efficient Homes Package and the Home Insulation Safety Plan. Any compliment, complaint or feedback received will be treated as an opportunity to gather essential information about the program and as an opportunity to improve it.

As part of our commitment to service improvement, we have established a centralised system for recording, tracking and resolving complaints.

Compliments and complaints may be lodged in any of the following ways:

Online - use this form
Telephone - call the free call Energy Efficient Homes Package Call Centre on 1800 808 571
Mail - write to
Home Insulation Safety Plan
Department of Climate Change and Energy Efficiency
GPO Box 854
Canberra ACT 2601

How will my complaint be handled?

Upon receipt of your complaint, the Department will record the details, give it fair and genuine consideration and deal with it in an effective way to achieve fair outcomes.
We will inquire into your complaint, and consult with relevant parties (where appropriate) within a reasonable timeframe, having regard to the nature and complexity of the complaint.
We will treat all information with respect and handle personal information in accordance with the Privacy Act 1988.
We will take action to resolve the complaint.

Service Level Commitment

We aim to resolve most issues within 20 days of receiving your complaint. Some matters are more complex and can take a little longer to resolve. If that is the case, we will keep you informed of our progress.

Some important points

Someone else may make a complaint on your behalf, however it may still be necessary for the Department to contact you directly.
If you are experiencing difficulty expressing your complaint, you may seek the Department's assistance. If you make an anonymous complaint, the Departments capacity to enquire into the issue may be limited. Whilst all attempts will be made to protect your identity, your identity may become apparent during the course of the inquiry.
The Department may request your assistance to further assess and process your complaint.

Your details

If you are seeking a response please include the following information. You do not have to provide your name if you wish to remain anonymous.

Your name

How would you prefer we contact you?

Phone	» Your phone number
Email	» Your email address
Post	» Your postal address	Type your address here
	Suburb
	State
	Post code

Complaint details

Please provide as much information in this section as you can to assist us in dealing with your complaint quickly.

Nature of your complaint *
Date of incident (if applicable)	(dd/mm/yyyy)
Date of installation (if applicable)	(dd/mm/yyyy)
If your complaint relates to an individual or a business, please provide as much detail as you can below:
Name of individual
Business name
ABN (no spaces)
Work Order Number
Address	Type Business address here
Suburb
State
Post code
Phone number
Details of the complaint	Type your complaint here
Previous action taken?	Have you reported this to anyone else e.g: direct to installer, state fair trading organisation etc. Yes No
Date reported	(dd/mm/yyyy)
Reported to	Type who you previously reported to here

Compliments and feedback

If you would like to provide a compliment or other feedback on the Energy Efficient Homes Package - Insulation, please do so here.

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Please note: We will only record your contact details if you provide them. They will only be used for the purpose for which you have provided them and will not be added to a mailing list. Depending on the nature of your complaint, we may decide to provide the details of your complaint, including your personal information, to the Australian Competition and Consumer Commission and/or the relevant State or Territory Fair Trading authority. We will not use your details for any other purpose without your consent.