Electrical Installation Complaints Handling Procedure

Last updated: 17 October 2026

At Helcro Electrical we aim to deliver the highest level of customer service. Should you experience any issues relating to one of our electrical installation then please contact us immediately so that we can rectify the issue as soon as possible.

Specified below is our process for handling customer complaints.

Making a complaint:

Helcro Electrical is bound by the Energy Safe Victoria rules and regulations and complies with AS/NZS 3000:2018 (the Wiring Rules) and also the Australian Standard on complaint management, AS 10002:2022.

To ensure that your complaint is handled effectively, we ask that you give us a call on 1300 201 358 or send your complaint to team@helcro.com.au. Alternatively, you can submit your complaint in writing to: 45/148 Chesterville Road, Cheltenham VIC 3192. When lodging a complaint, we ask that you supply us with the following information:

• Your Helcro Electrical project number
• Your name and contact details
• Any name(s) of person(s) you have been dealing with
• The nature of your complaint (please include as much information as possible)
• Details of any steps you have already taken to resolve the complaint
• Details of any conversations you have had with the relevant people in relation to complaint
• The remedy requested
• Copies of any evidence that supports your complaint

Our complaints procedure:

Our objective is to resolve all complaints in a timely manner and to the satisfaction of our customers. We contact our customers within 4 working days upon receiving a complaint, and we endeavour to resolve a customer complaint within 20 working days after its lodgement. Should there be an instance where we are unable to resolve the complaint as per the time period specified above, then we will be in regular contact with that customer; giving updates on how the complaint is being processed.

External escalation of complaints:

Helcro Electrical seeks to resolve any complaints directly, however, in the event that 1) you are not satisfied with the outcome provided by us, or 2) your complaint remains unresolved, you may escalate your matter externally with an independent authority

Consumer Affairs Victoria:

Phone: 1300 558 181

Complaints by post: GPO Box 4567, Melbourne VIC 3001

Essential Services Commission (work under the Victorian Energy Upgrades program):

Phone: (03) 9032 1310

Website: esc.vic.gov.au

Energy Safe Victoria (safety and technical compliance of electrical work):

Phone: 1800 800 158

Website: energysafe.vic.gov.au

Clean Energy Council (complaints about a New Energy Tech Approved Seller, under the New Energy Tech Consumer Code):

Website: newenergytech.org.au/make-a-complaint

Solar Accreditation Australia (complaints about an accredited solar or battery installer or designer):

Website: saaustralia.com.au/complaints

Customer privacy:

Helcro Electrical respects your right to privacy and confidentiality throughout the complaints and dispute resolution procedure. All personal information collected by Helcro Electrical is treated in a way that is consistent with its obligations under the Privacy Act.

A full copy of Helcro Electrical Privacy Policy is available on request. This document is also published on our website (www.helcro.com.au/privacy-policy).