Time to Switch – Consumer Complaint Handling and Dispute Resolution Policy

As an Accredited Person under the Victorian Energy Upgrades (VEU) initiative, Time to Switch is committed to maintaining a clear, transparent, and effective framework for handling consumer complaints.

This framework governs the conduct of Time to Switch, its scheme participants undertaking regulated actions on its behalf, and any other parties engaged in prescribed activities for which VEU certificates are created.

Consumer Complaints Handling Process

Complaints relating to Time to Switch, scheme participants, regulated actions, scheduling of prescribed activities, or the creation of certificates under the VEU rebate program will be addressed in accordance with this Consumer Complaint Handling and Dispute Resolution Policy.

Internal Dispute Resolution Process

1. Negotiation

• A designated and experienced staff member of Time to Switch will oversee the complaint resolution process.

• The staff member will engage with the complainant in a professional, respectful, and courteous manner to discuss the issue and make all reasonable efforts to achieve a fair resolution.

2. Mediation (Assisted Negotiation)

• If the complaint remains unresolved, a senior representative of Time to Switch (such as a Director or senior manager) will intervene to assist in resolving the matter.

• Every reasonable effort will be made to reach a satisfactory outcome for all parties involved.

3. Conciliation (Third-Party Assistance)

• If an agreement cannot be reached internally, Time to Switch will advise the complainant of their right to escalate the matter to external authorities, including:

  • Victorian Energy Upgrades Program
    03 9032 1310
    veu@esc.vic.gov.au

  • Consumer Affairs Victoria
    www.consumer.vic.gov.au

• Time to Switch will assist the complainant in contacting these authorities, provide relevant documentation, and cooperate fully to support the resolution process.

If a complaint falls outside the scope of this framework, Time to Switch will provide the complainant with details of the appropriate authority or organisation responsible for handling the matter and assist where reasonably possible.

Timeliness and Fairness in Complaint Handling

Time to Switch is committed to handling all consumer complaints in a timely, transparent, and fair manner:

• Complaints will be acknowledged within five (5) business days of receipt.

• The internal dispute resolution process will be completed within twenty (20) business days from the date the complaint is received, where practicable.

Compliance with Time to Switch Complaints Procedure

All dispute resolution activities must comply with Time To Switch’s Complaints Procedure to ensure consistency, accountability, and fairness in addressing consumer concerns.

Contact Details for Complaints

For further information or to submit a complaint, please contact Time to Switch using the details below:

Email: info@timetoswitch.org
Phone: 1300 290 207