10.2 Complaints and feedback

10.2 Complaints and feedback

If something has gone wrong, we want to know. Complaining will never affect your application, your discount or how you're treated.

How to make a complaint

  • Contact us by phone or email to tell us what happened. You can explain the issue in your own words.Phone: 1300 137 772, Monday to Friday, 8am to 6pm
  • Email: support@hes.creditex.com.au
  • Online: send us a message from your account, or through creditex.com.au/hes-support
  • Post: Home Energy Saver Discounts Program, Creditex, PO Box 225, Frenchs Forest NSW 1640
  • Through your installer or Forge Solutions. They'll pass it on to us.
  • Through someone you trust, such as a family member, carer or advocate. We'll need your permission before we share your details with them.

Need an interpreter, the National Relay Service or another format? It's free. See Accessible formats and languages.

Please include:

  • A description of what happened and when, including date and time
  • Who you dealt with, if you know
  • What you'd like to happen next
  • Your application reference number, if you have one

What happens next

  1. We log your complaint against your application reference number.
  2. We confirm we've received it and tell you who is looking after it.
  3. We look into what happened. If it involves your installation or a product, we work with Forge Solutions and your installer. We update you at least every 5 business days.
  4. We tell you what we found, why, and what we'll do. If we can't give you the outcome you asked for, we explain why in writing.

How long it takes

  • We confirm we've received your complaint within 1 business day, or within hours if it's urgent.
  • We aim to resolve most complaints within 10 business days.
  • Urgent problems, such as a safety risk or no hot water, heating or power, come first. We aim to resolve them within 2 business days.
  • If it will take longer than 20 business days, we'll tell you why and give you a new date before then.

If you're not satisfied with our answer

Ask us for a review. A senior person who wasn't involved will look at it again and reply in writing within 10 business days.

You can also contact an independent body at any time. You don't have to wait for our process to finish.

  • NSW Fair Trading, 13 32 20, for problems with installers, products or services
  • Building Commission NSW, 13 27 00, for installation defects
  • NSW Civil and Administrative Tribunal (NCAT), 1300 006 228, for disputes that can't be resolved

Our complaints process page in the legal centre lists every option.

Feedback that isn't a complaint

Compliments and suggestions genuinely shape the program, and we pass them to the teams involved. Use any contact channel, or the was this helpful buttons at the bottom of every article.

Warning
Warnings

  • If anyone is in danger, call 000. If there's a safety issue, such as an electrical fault after an installation, call us on 1300 137 772 straight away. Don't wait for the complaints process. See Reporting a fault or safety concern for the urgent pathway.