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At Martin Heating and Cooling, we are steadfast in our commitment to maintaining and elevating our reputation for delivering top-notch products and services. We cherish complaints as invaluable feedback that aids us in refining our offerings and enhancing customer satisfaction. Our pledge is to address your concerns swiftly and efficiently, ensuring your experience with us exceeds expectations.

This policy serves as a blueprint for both our esteemed clientele and dedicated staff, delineating the protocol for lodging and managing complaints. We operate with unwavering consistency, fairness, and impartiality, ensuring every grievance is thoroughly investigated and resolved with the utmost integrity.

Our Objective:

Our paramount objective is to ensure transparency in our complaint handling processes, fostering mutual understanding and trust between our clients and staff. We vow to uphold your privacy, treat each complaint with due diligence, and consider individual circumstances with the utmost care.

Defining a Complaint:

A complaint encompasses any expression of dissatisfaction regarding our services, workmanship, or interactions with our employees, installers, or sales consultants.

Lodging a Complaint:

Should you find yourself dissatisfied with our services, we encourage you to first address your concerns directly with the relevant staff member. If this proves uncomfortable or ineffective, you may lodge a complaint through various channels, including phone, mail, email, or in-person interaction with our customer service team. We may request a written account of your complaint to facilitate our investigation.

•By telephoning us on – 1300 146 525

•By Visiting us – 14 Ryeland Ct, North Geelong VIC 3215

•By emailing us –

Required Information:

To expedite the complaint resolution process, we require pertinent details such as your contact information, the name of the involved personnel, nature of the complaint, previous steps taken for resolution, relevant conversations, and supporting documentation.

Resolution Commitment:

While our aim is to resolve issues promptly at the initial contact, more complex grievances may necessitate a formal complaints process. We commit to acknowledging receipt of your complaint within five business days and strive to resolve it within 10 business days. Should we require additional time, we will communicate the reasons for the delay and provide a specified timeline for resolution. Upon conclusion, we will furnish you with our findings and any actions taken.

Our Complaints Process:

Our meticulous process involves acknowledgment, review, investigation, response, action, and record-keeping to ensure continuous improvement. We handle complaints regarding our personnel with confidentiality, objectivity, and equitable treatment, affording them due process and support throughout the investigation.

Escalation and Consumer Rights:

Should you remain dissatisfied with our resolution, you reserve the right to escalate your complaint to the Australian Competition and Consumer Commission (ACCC) or your relevant federal, state, or territory consumer protection agency.

At Martin Heating and Cooling, your satisfaction is our priority, and we are committed to resolving your concerns with the utmost professionalism and care.

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