Tell us. And if we do not fix it, here is who else to tell.
We would rather hear about a problem than not. This page says how to raise one, what we do with it and how long we take — and it names the route that exists independently of us, because a complaints process that ends with the company being complained about is not a complaints process.
Write to the office or ring us, and say what happened, when, and what you would like done. If it concerns an evaluation, include the address and the file or reference number if you have one.
Within two working days we acknowledge it and tell you who is handling it. That person will not be the advisor the complaint is about.
Within fifteen working days we respond with what we found and what we propose. If it needs longer — because a site revisit is required, or because a programme administrator has to be involved — we tell you that and give you a date.
If you are not satisfied, say so and it is reviewed by someone more senior who has not been involved. That is the end of our internal process.
Where an evaluation was wrong, we re-do it at our cost and re-submit the corrected file. Where a programme application was mishandled at our end, we deal with the administrator ourselves rather than sending you to do it. Where we were simply rude or late, we will say so.
EnerGuide evaluations are carried out under a Natural Resources Canada Service Organization licence — ours is Organization Licence Number 9E — and NRCan maintains its own quality assurance over licensed organizations. If you believe an evaluation does not meet the standards of the EnerGuide Rating System, you may raise that with Natural Resources Canada directly. You do not need our agreement and you do not have to exhaust our process first.
For privacy matters, the Office of the Privacy Commissioner of Canada. For consumer matters, the consumer protection body of your province.
They are logged, reviewed quarterly, and used to change how we work. A complaint that produces an apology and no change has not been dealt with.
Licence 9E
A measured EnerGuide evaluation by a registered advisor, a report you can act on, and an honest answer about which programmes are open where you live.