About the Energy Efficiency Certification Scheme

Appeals, complaints and reviews

Decision making processes under the Scheme follow the principals of procedural fairness.

Detailed processes for appeals, complaints and reviews are set out in the Scheme Rules.

The process followed by the independent Ombudsman for addressing appeals and complaints differs depending on the issue. There are four broad types of reviews recognised under the Scheme Rules:

  • Candidates for certification or renewal of certification may lodge an appeal if they wish to challenge the outcome of their assessment.
  • Energy efficiency customers may lodge a complaint against a CEES or CEEL if they believe a breach of the Code of Conduct or the Scheme Rules has occurred.
  • The Secretariat may trigger a review of the certification of a CEES or CEEL if they receive information that leads them to suspect a breach of the Code of Conduct or the Scheme Rules has occurred.
  • Directly interested stakeholders may lodge a complaint regarding the administration or governance of the scheme.

For more details on complaints and appeals processes under the Scheme, see the Scheme Rules.