Trusted Heating & Cooling Experts in Melburne Vicotria
Complaint Resolution
At EnergyPros, we are committed to delivering high-quality products and services. If you have any concerns or are dissatisfied in any way, please contact us so we can resolve the issue promptly and fairly. A complaint is any expression of dissatisfaction where a response or resolution is expected, either explicitly or implicitly.
We aim to resolve all complaints as quickly as possible. In many cases, we can provide a resolution on the spot. For more complex matters, we may need time to investigate and gather further information. We’ll stay in touch throughout the process, and you’re welcome to contact us at any time for an update on your case.
Complaint Resolution Procedure
We follow a clear and straightforward process to handle complaints about our products and services. Our team is trained to listen carefully, treat all matters confidentially, and work collaboratively with you to reach a fair outcome. While many complaints are resolved within a few business days, more complex issues may take a little longer—but we’ll keep you informed every step of the way.
We ask that all parties treat each other respectfully throughout the resolution process to help achieve a fair and timely result.
Step 1: Contact Customer Care
If you have a concern, your first point of contact is our Customer Care Team. They will investigate your issue and work with you to resolve it efficiently. You can contact us:
- Phone: 03 7O47 9526
- Email: [email protected]
- Website: www.energypros.com.au
All feedback is valuable and will be shared with the appropriate teams to improve our services.
Step 2: Escalate to Management
If you are not satisfied with the outcome provided by our Customer Care Team, you may escalate your complaint to our Customer Service Manager for further review. They can be reached at:
- Phone: 1300 788 776 (8:00am–5:00pm AET, Monday to Friday)
- Email: [email protected] (Subject: Escalate to Management)
Further Assistance
While we strive to resolve all complaints internally, if you are not satisfied with our response, you can seek independent advice or escalate your complaint to the following external organisations:
Essential Services Commission of Victoria
- Phone: 03 9032 1300 or 1300 664 969
- Email: [email protected]
- Website: www.esc.vic.gov.au
Energy and Water Ombudsman Victoria (EWOV)
- Phone: 1800 500 509
- Website: www.ewov.com.au
Consumer Affairs Victoria
- Website: www.consumer.vic.gov.au
