Complaints provide us with valuable information about our scheme and service delivery.
This page outlines our approach to handling complaints. Our approach aligns with the government's Regulator Performance Guide.
We are open to feedback from our clients. Making a complaint won't affect your relationship with us.
When we handle complaints, we focus on:
- fairness
- accessibility
- responsiveness
- efficiency
- integration with our business.
Before you submit a complaint
If you don't agree with a decision we've made, you have the right to ask for a review of the decision. Read about our internal review of decisions.
Make a complaint
To make a complaint, contact us.
Phone
If you're within Australia, call us on 1300 553 542
If you're outside of Australia, call us on +61 2 6159 3100
Email us at enquiries@cer.gov.au
Post
Send us a letter by post to:
Complaints
Clean Energy Regulator
GPO Box 621
Canberra ACT 2601
We may receive complaints on other channels, including our website and in person. We handle all complaints seriously.
What we need from you
To help us respond to you:
- make sure you address the Clean Energy Regulator
- be clear about the issues that fall within our legislative responsibilities
- provide details about the issue including any steps taken to try and resolve the issue
- provide any supporting evidence or documentation
- let us know your desired outcome or resolution
- get back to us as soon as you can
- treat our staff with courtesy and respect.
If you have unreasonable demands or behaviour, we may not acknowledge your complaint. We will give you clear advice and let you know why we haven't acknowledged the complaint.
Unreasonable demands and behaviour include:
- raising issues that have already been investigated without providing new evidence
- abuse towards our staff
- persistence to get an outcome
- demands relating to timeframes
- complaints that are time-wasting, frustrating or not sincere.
How we'll respond
We aim to acknowledge all complaints within 2 working days. We aim to resolve complaints within 20 working days.
If the matter is complex, it may take longer to resolve. We will let you know if there's a delay.
If you've made a complaint to our portfolio minister or the Chair of the Clean Energy Regulator, we will work with them to coordinate a timeframe to respond.
If you'd like to follow up on a complaint, email enquiries@cer.gov.au.
Other available options
If you're not happy with the outcome of your complaint, you can take it further:
If you refer a complaint we're still investigating to another agency, we may stop our investigation until you get the other agency's outcome.