Complaints about NatHERS and home energy ratings

Our approach to managing complaints is to make it easy, responsive and fair.

Complaints about assessors and their work should be made directly to the assessor in the first instance. If that does not resolve the issue, you can contact the assessors’ accrediting body (check for these details on your certificate):

• Design Matters National
• Australian Building Sustainability Accreditation
• Home Energy Raters Association

Complaints about Energy Rating tools are managed by the relevant software provider:

• For AccuRate, complete the CSIRO complaints form including a statement that this relates to AccuRate and is for the Energy Systems Research Program.
• For BERS Pro, fill out the energy inspection enquiry form
• For FirstRate5, email firstrate_admin@fr5.com.au and support@fr5.com.au
• For HERO, email admin@hero-software.com.au 

Complaints about scheme rules and matters that have not been satisfactorily addressed by those listed above can be raised with the NatHERS Administrator. Fill out the General Enquiries and Feedback Form and select the ‘complaint’ option.

Complaints about Registered Training Organisations are managed through the relevant providers’ complaint process, available on their website or in student handbooks. If that does not resolve the issue, contact the Australian Skills Quality Authority.

Download the document below to read our complaints management policy, which describes how complaints about NatHERS can be made, how they are managed, and matters that we cannot address.