Contact us - Enquiries, Compliments and Complaints
The Department of Climate Change and Energy Efficiency is committed to providing a means to contact the Department. Any enquiry, 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 enquiries.
Compliments and complaints may be lodged in any of the following ways:
- Online - use the form on this page
- Telephone
- General enquiries – 1800 057 590
- Enquiries related to Homes Insulation Safety Plan – 1800 808 571
- Enquiries related to Green Loans Program – 1300 778 451
- Enquiries related to Greenhouse and Energy Reporting – 1800 018 831
- Enquiries related to National Solar Schools Program – 1800 703 831
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Mail - write to
Department of Climate Change and Energy Efficiency
GPO Box 854
Canberra ACT 2601
How will my complaint be handled?
- Upon receipt of your enquiry or 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.
- The Department may need to consult with relevant parties (where appropriate) within a reasonable timeframe in order to respond to an enquiry or complaint. The Department will give regard to the nature and complexity of the complaint in seeking to prepare a response.
- We will treat all information with respect and handle personal information in accordance with the Privacy Act 1988.
- We will take action to reply to your enquiry if appropriate and/or to resolve the complaint.
Service Level Commitment
We aim to resolve most issues within 20 days of receiving your enquiry or 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 an enquiry or complaint on your behalf, however it may still be necessary for the Department to contact you directly.
- If you are experiencing difficulty expressing your enquiry or complaint, you may seek the Department's assistance. If you make an anonymous complaint, the Department’s 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 enquiry.
- The Department may request your assistance to further assess and process your enquiry or complaint.
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