Failures, Complaints and Official Sources
Air conditioning and heat pump problems: who to contact for faults, disputes, rebates and safety
Which Australian body handles each heating, cooling or hot water problem, from faulty units and installer disputes to rebate providers, licences, energy bills and safety.
When something goes wrong with a heating, cooling or hot water installation in Australia, start with the business that sold or installed it, in writing. If that fails, the right next step depends on the problem: your state fair trading or consumer affairs agency for faulty products and poor workmanship under the Australian Consumer Law; the Australian Refrigeration Council for refrigerant licence issues; your state's electrical, plumbing or gas safety regulator for unsafe or non-compliant work; the Clean Energy Regulator, Essential Services Commission or IPART for problems with STCs or state incentive providers; and your energy ombudsman for disputes with energy retailers about tariffs, disconnection or fees. This guide maps each problem to the right body and links to the detailed guides in this section.
Problem-to-body map
| Problem | First contact | If unresolved |
|---|---|---|
| Unit faulty, noisy beyond normal, not heating or cooling | Seller or installer | State fair trading agency; consumer guarantees (warranty guide) |
| Installer says it is the manufacturer's fault and vice versa | Seller (your consumer guarantee rights are against the seller) | State fair trading agency |
| Poor workmanship (leaks, condensate, crooked heads, damaged walls) | Installer | State fair trading agency; tribunal or court |
| Installer unlicensed for refrigerant work | — | Australian Refrigeration Council (licence guide) |
| Unsafe electrical work | Electrician; switch off if unsafe | State electrical safety regulator |
| Plumbing or gas work non-compliant | Plumber or gasfitter | State plumbing or gas regulator |
| STC discount missing or disputed | Seller or agent | Clean Energy Regulator for scheme compliance; fair trading for contract issues |
| VEU provider misconduct (Victoria) | Provider | Essential Services Commission |
| NSW ESS discount or nomination problems | Installer or Accredited Certificate Provider | IPART |
| Solar Victoria rebate issue | Retailer | Solar Victoria |
| Door-to-door pressure, misleading "free" offers | — | State fair trading agency; ACCC; Scamwatch (scams guide) |
| Gas disconnection or abolishment fee dispute, billing after switch | Energy retailer | Energy ombudsman in your state |
| Heat pump noise disturbing neighbours | Discuss with neighbour; installer re-siting | Council or state environment protection authority |
State consumer agencies
| State or territory | Consumer agency |
|---|---|
| NSW | NSW Fair Trading |
| Victoria | Consumer Affairs Victoria |
| Queensland | Office of Fair Trading |
| South Australia | Consumer and Business Services |
| Western Australia | Consumer Protection (Department of Local Government, Industry Regulation and Safety) |
| Tasmania | Consumer, Building and Occupational Services |
| ACT | Access Canberra |
| Northern Territory | NT Consumer Affairs |
These agencies can give information on your rights, and many offer complaint or conciliation services. If that fails, small claims are usually heard by a state or territory tribunal or a local court's small claims division.
Energy ombudsmen
Energy ombudsmen handle complaints about energy retailers and distributors, not installers. Use them for billing after a switch, disconnection or abolishment fees, tariff changes and supply problems.
| State | Ombudsman |
|---|---|
| NSW | Energy and Water Ombudsman NSW (EWON) |
| Victoria | Energy and Water Ombudsman Victoria (EWOV) |
| Queensland | Energy and Water Ombudsman Queensland |
| South Australia | Energy and Water Ombudsman SA |
| Western Australia | Energy and Water Ombudsman Western Australia |
| Tasmania | Energy Ombudsman Tasmania |
| ACT | ACT Civil and Administrative Tribunal (energy complaints) |
How to write an effective complaint
- Gather documents: quote, invoice, incentive forms, compliance certificates, warranty, photos and videos of the problem.
- Describe the problem factually: what happens, when it started, what you have tried.
- Say what you want: repair, replacement, refund, re-siting, or compensation for damage.
- Give a reasonable deadline (for example 14 days).
- Keep a log of every call and email.
Illustrative example. "On 3 July the indoor head of the 7.1 kW split installed on 12 June began leaking water onto the floor. Photos attached. Please arrange inspection and repair within 14 days. I am relying on the consumer guarantees under the Australian Consumer Law."
Guides in this section
- ARCtick refrigerant licence checks
- Warranties and consumer guarantees
- Rebate scams and door-knocking
- Heat pump hot water problems
- Common installation mistakes
When to get professional help
For large ducted jobs, property damage or disputes over several thousand dollars, consider independent inspection by a licensed refrigeration and air conditioning technician, and legal advice from a community legal centre or lawyer before going to a tribunal.
Frequently asked questions
Should I complain to the manufacturer or the seller?
Your consumer guarantee rights are mainly against the seller, though you can also deal with the manufacturer under its warranty. Start with whoever sold it to you.
Can the energy ombudsman help with a faulty heat pump?
Generally no. Energy ombudsmen deal with energy retailers and networks. Faulty products and installations go to your state consumer agency.
What if the installer has gone out of business?
You may still have rights against the manufacturer for some guarantees and under its warranty. Contact the manufacturer and your state consumer agency.
Can I withhold the final payment?
Disputes over payment can escalate quickly. Get advice from your state consumer agency before withholding money, and document the defects.
Official sources
- ACCC — consumer guarantees and national consumer law
- Australian Refrigeration Council (ARCtick) — licence checks and complaints
- Clean Energy Regulator — Small-scale Renewable Energy Scheme compliance
- Essential Services Commission — VEU complaints and tip-offs
- IPART — NSW Energy Savings Scheme
- Scamwatch — reporting scams
