At MAC Trade Services, we acknowledge everyone’s right to express their opinion about our products
and services. Compliments and complaints provide valuable feedback about our customer’s satisfaction
with our products and services.

If you have a concern about the products or services you have received from us, please contact us as
soon as possible so we can work on providing you an effective solution.

If you have any documentation available from the installation, such as the quote or invoice, please have
that on hand so we can identify the works undertaken.

Once your complaint has been recorded, we may contact you to request further information before
providing you with a solution or an update on the progression of your complaint.

You are always welcome to contact us if you have any further information or require an update on the
status of your complaint.

How to provide feedback

By phone
Please call us on this number to discuss any concern you have about a service or product you have
received or any general enquiries: 1300 430 917.

Email
Please email us at customerservice@mactradeservices.com.au or complete our web enquiry form which
can be found at the bottom of our website page here: https://mactradeservices.com.au/contact/.By mail
Our complaints mailing address is: 134 Fullarton Road Rose Park SA 5067.

In person
If our representatives are at your premises, please raise any concerns and we will endeavour to resolve
your issues on the spot. If they are unable to resolve your issue on the day, they will ensure to pass on
your issue to MAC Trade Services, and we will be in contact with you to discuss your issue further.

Timeframe on resolutions
We aim to resolve all complaints within 5 working days, however this timeframe may vary from
time to time based on circumstances outside of our control.

If your complaint is deemed urgent, we will aim to resolve it within 24 hours of the complaint being
made.

If we foresee that the complaint will take longer than required to resolve, we will touch base with you
accordingly to advise of the intended resolution date.

Nominating another individual to speak on your behalf
If you would like to nominate another person to communicate with us on your behalf, we will need to
contact you to receive your permission by phone.

If you require assistance, such as an interpreter service or a National Relay Service, please let us know.

Need help providing feedback?

Translating and interpreting services
If you require an interpreter, please advise us accordingly or alternatively contact the Translating and
Interpreting Service (TIS National) on 131 450.

Phone call services
If you find it hard to hear or speak to hearing people on the phone, you can contact the National Relay
Service (NRS):
• Text telephone (TTY) or modem callers can contact the NRS on 133 677 (within Australia)
• Speech to Speech Relay (SSR) via the NRS on 1300 555 727 (within Australia)
Visit https://www.accesshub.gov.au/about-the-nrs/nrs-call-numbers-and-links for full list of NRS services
and contact information.

Taking your concern to an external organisation
After providing us with reasonable chance to resolve your complaint, if you remain dissatisfied with our
proposed resolution, you can forward your complaint to an external organisation for further advice.

The relevant organisation for your location is listed below:

South Australia
Essential Services Commission of SA
Email: reps@escosa.sa.gov.au
Mail: GPO Box 2605, Adelaide SA 5001
Address: Level 1, 151 Pirie Street, Adelaide SA 5000
Phone: (08) 8389 8803
Consumer and Business Services
Online: https://www.sa.gov.au/contact-us
Mail: GPO Box 1719 Adelaide SA 5001
Phone: 131 882

New South Wales
Independent Pricing and Regulatory Tribunal of
NSW (IPART)
Mail: PO Box K35, Haymarket Post Shop NSW
1240
Online: IPART Contact Form
Address: Level 16, 2-24 Rawson Pl

NSW Fair Trading
Mail: PO Box 972, Parramatta NSW 2124
Online: https://www.fairtrading.nsw.gov.au/helpcentre/online-tools
In person: Visit a Service NSW centre for a range
of Fair Trading services.
Phone: 13 32 20

Victoria
Essential Services Commission
Email: veu@esc.vic.gov.au
Online: www.esc.vic.gov.au/victorian-energyupgrades-program
Phone: (03) 9032 1310

Consumer Affairs Victoria
Mail: GPO Box 4567, Melbourne VIC 3001
Online: www.consumer.vic.gov.au/contact-us
Phone: 1300 55 81 81