Complaints
How to make a complaint.
If something is not right, tell us. We would rather hear it from you than not at all. This page explains how to reach us, what happens next, and who to go to if we cannot sort it out.
How to complain
Phone, email or post.
Tell us what happened, the address of the job, and what you would like us to do about it.
Post
Pro Insulation Corp Pty Ltd
Unit 11, 1866 Dandenong Road
Clayton VIC 3168
What happens
Acknowledged in 5 business days.
- 01
We acknowledge within 5 business days
You get a reply confirming we have your complaint, who is handling it and how to reach them.
- 02
A director handles it
Complaints go to a director of Pro Insulation Corp Pty Ltd, not to the crew that did the work. We may ask to visit the property or see photos.
- 03
Reasonable steps to resolve within 20 business days
We tell you in writing what we found and what we will do. If it takes longer, we tell you why and when to expect an answer.
If it's unresolved
External dispute resolution.
If you are not satisfied with our answer, these bodies can help. We will give you whatever records they ask for.
Consumer Affairs Victoria
Any consumer matter: the quote, the contract, the work or the warranty.
Essential Services Commission
VEU matters: the rebate, the paperwork, or how we behaved as an Accredited Person.
VEU cold calls and doorknocking are banned.
If someone contacts you uninvited about a VEU upgrade, report it to the Essential Services Commission.
Privacy complaints follow a separate path, including the Office of the Australian Information Commissioner. See our privacy policy.