Energy Audit Complain Policy

EnerSolution Inc. – Protecting Your Information with Care

At EnerSolution Inc., we are committed to delivering the highest standards of service in every energy audit, assessment, and rebate assistance we provide. Our goal is to ensure a transparent, reliable, and positive experience for all of our clients.

We recognize that from time to time, concerns or complaints may arise. This Complaint Policy outlines the process for raising, handling, and resolving complaints in a fair and timely manner.

How to Submit a Complaint

If you have a complaint regarding our services, assessments, or interactions with our staff and our independent certified energy auditors, we encourage you to contact us directly so we can address your concerns promptly.

When submitting your complaint, please provide:

• Your full name and contact information (email and phone number).

• The address of the property where the energy assessment took place.

• The name of your Energy Advisor.

• The date(s) of service (Pre-Assessment, Post-Assessment, or both).

• A clear description of the concern or issue you experienced.

• Any supporting documents, photos, or correspondence related to the complaint.

Please email your complaint to our management team at:
📧 GreenerHome@EnerSolution.ca

Complaint Handling Process

1. Acknowledgement

   • Once we receive your complaint, our management team will issue a ticket number and acknowledge receipt within two (2) business days.

2. Investigation

   • Your complaint will be reviewed by a dedicated member of our management team.

   • We may contact you or your Energy Advisor for additional details or clarification.

   • All investigations are handled with impartiality, confidentiality, and professionalism.

3. Resolution

   • After completing the investigation, we will provide you with a written response detailing our findings, the outcome, and any corrective actions.

   • Our goal is to resolve all complaints within ten (10) business days, though complex matters may require additional time. If more time is needed, you will be informed of the reason and given an updated timeline.

Commitment to Improvement

Every complaint is an opportunity for us to learn and improve our services. Whether the issue relates to communication, technical accuracy, timelines, or customer service, EnerSolution Inc. takes every concern seriously and strives to implement corrective actions where necessary.

Confidentiality

All complaints are treated with the utmost confidentiality. Information provided will only be shared with individuals directly involved in the investigation and resolution process.

Escalation

If you are not satisfied with the resolution provided by EnerSolution Inc., you may request that the matter be reviewed by Service Organization Manager for further evaluation.

✅ At EnerSolution Inc., your feedback matters. We are committed to providing a seamless and professional experience and will take every step possible to ensure your concerns are resolved fairly and efficiently.