If it's a safety problem, deal with that first
If you suspect carbon monoxide from a gas heater, get everyone into fresh air, turn off the gas appliances, open the windows and dial 000 in an emergency. Energy Safe Victoria says not to use the heater again until a qualified gasfitter has checked it. For an air conditioner that's sparking or smells of burning, switch it off at the isolator or switchboard if it's safe to, and leave the wiring alone.
If the installer's work isn't right
Tell the installer in writing
Say what's wrong, when you noticed it and what you'd like done, with photos. Keep a copy, and give them a fair chance to put it right.
Know what the law gives you
If a service fails a consumer guarantee and the problem isn't major and can be fixed, you can require the installer to fix it within a reasonable time. If they refuse or take too long, you can have someone else fix it and recover reasonable costs from them, or end the contract.
If the failure is major
Where the problem is major or can't be fixed, the Australian Consumer Law lets you end the contract or claim compensation for the drop in value of the services.
Tell us
Email complaints email with your postcode, the job, the date and the installer's business name. We can't fix their work or rule on the dispute, but we want to know. What we do with it: what happens when a complaint is about a network installer.
Take it further if you need to
If you can't agree, the consumer protection agency in your state or territory can help with disputes about goods and services. For a licence problem, go to the body that issued the licence, such as the BPC in Victoria or the QBCC in Queensland.
Signed at home and changed your mind?
If an installer negotiated a deal with you during a visit to your home and you signed then and there, it may be an unsolicited consumer agreement, even though you asked for the quote. You'd then have until the end of the 10th business day to cancel, by telling them orally or in writing, even if the work is already done.
During that time the installer mustn't take any payment or supply the work. If you cancel, they must refund anything you gave them. Our cooling-off guide goes through when it applies.
A job with a VEU or ESS discount
If your complaint is about a job that came with a Victorian Energy Upgrades discount, the VEU code of conduct requires the provider to give you dispute resolution information, so ask them for it. For the NSW Energy Savings Scheme, concerns about a provider's conduct go to IPART.
Complaints about Find My Aircon
If we got something wrong, such as your details going to an installer who doesn't do that kind of work, or contacting you after you'd asked us not to, tell us at complaints email. We'll acknowledge it acknowledgement time and reply in writing complaint response time.
For a complaint about how we handled your personal information, our privacy policy explains the steps, including going to the Office of the Australian Information Commissioner if we can't resolve it.
What to include, whoever you're complaining to
- Your name, postcode and how you'd like us to reach you.
- The installer's business name and the date of the job.
- The written quote or contract, and the invoice.
- What's wrong, in a few plain sentences, with photos.
- What you'd like to happen.
What we'd do
If it were our job
We'd keep it in writing, keep it calm and give the installer a clear, reasonable deadline. A good installer will want the chance to fix it, and a written trail helps you if it ever goes further.