As an Accredited Person under the Victorian Energy Upgrades (VEU) initiative, Time to Switch is committed to maintaining a clear 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 party engaged in prescribed activities for which 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 the Dispute Resolution Policy.

Internal Dispute Resolution Process

Negotiation

• A designated and experienced staff member will oversee the complaint resolution process.
• The staff member will engage with the complainant in a professional and courteous manner to discuss the issue and make all reasonable efforts to achieve a resolution.

Mediation (Assisted Negotiation)

• If the complaint remains unresolved, a senior representative (such as a Director of Time to Switch) will intervene to assist in the resolution process.
• Every effort will be made to reach a fair and satisfactory outcome for all parties involved.

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 or veu@esc.vic.gov.au)
  • Consumer Affairs Victoria (www.consumer.vic.gov.au)
  • Time to Switch will assist the complainant in making contact with these authorities, provide necessary documentation, and cooperate fully to facilitate resolution.

If a complaint falls outside the scope of this framework, Time to Switch will provide the complainant with relevant information regarding the appropriate authority or body responsible for handling such matters.

Additionally, Time to Switch will support the complainant in reaching out to the relevant entity and will cooperate where possible in resolving the issue.

Timeliness and Fairness in Complaint Handling

Time to Switch is committed to handling all consumer complaints in a timely 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.

Compliance with Time to Switch Complaints Procedure

All dispute resolution procedures must adhere to Time to Switch Complaints Procedure to ensure consistency, transparency, and fairness in addressing consumer concerns.

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

info@timetoswitch.org | 1300 290 207