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We take your concerns seriously
If something hasn’t met your expectations, we want to hear about it. Trimech has a clear complaints process to ensure your concern is understood, reviewed by the right people, and followed up with practical next steps.
When should you raise a complaint?
You can raise a complaint when an aspect of your experience with Trimech hasn’t met your expectations, and you would like us to address it. Whether your concern relates to our service, communication, billing or work completed, let us know what happened so the matter can be reviewed and the appropriate next steps identified.
How we’ll work through your complaint
We understand it can be frustrating when something hasn’t gone as expected. Our process is designed to hear your concerns, understand what happened and work towards a clear way forward.
Tell us what’s happened
Start by getting in touch and sharing your concern. Share as much as you feel is relevant so we can understand what has happened and how it has affected you.
We’ll listen to your concerns
Our team will take the time to understand the issue and gather the details we need. We want to make sure your concerns are heard clearly before we determine what happens next.
We’ll look into the issue
We’ll review the information available and speak with the relevant people where needed. This helps us build a clearer picture of what happened before responding to your complaint.
We’ll keep you informed
We know waiting for an answer can be frustrating. We’ll communicate with you as the matter progresses and let you know if we need any further information from you.
We’ll explain the outcome
Once we’ve reviewed your complaint, we’ll explain the outcome and any next steps that may apply. We aim to make our response clear, practical and easy to understand.
You can raise further concerns
If you still have concerns after receiving our response, let us know. We’ll explain the available escalation pathway so the matter can be considered further where appropriate.
How long will the process take?
Every complaint is different, so the time needed to reach an outcome can vary. We’ll aim to address your concern promptly while allowing enough time to properly understand the circumstances.
Straightforward concerns
Some concerns may be easier to address when the details are clear, and the right information is readily available. In these cases, we’ll aim to work towards an outcome without unnecessary delays.
More complex complaints
A complaint may take longer when we need to review service records, job details or other information. We’d rather take the time to understand the issue properly than rush our response.
When others need to be involved
Some matters may require input from technicians, managers, manufacturers or other relevant parties. Their involvement can affect how quickly we’re able to reach an informed outcome.
If there are unexpected delays
If circumstances mean your complaint is taking longer to work through, we’ll let you know. We understand that uncertainty can be frustrating and want you to know where things stand.
What to include with your complaint
You don’t need to have everything figured out before contacting us. Start by telling us what happened in your own words. Any details you can provide will help our team understand your experience and identify the work or service involved.
Where possible, include information that helps us look into the concern without asking you to retrace unnecessary steps. If you don’t have all the details or documents available, you can still get in touch, and we’ll work through what we need with you.
- Your name and the best phone number or email address to reach you.
- The property or site address where the relevant Trimech work was carried out.
- A brief description of what happened and what part of the experience concerns you.
- Relevant job, invoice, quote or service details if you have them readily available.
- Photos, emails or other information that may help us better understand your concern.
If your concern remains unresolved
If you’re not satisfied with the initial outcome, please let us know. We want you to feel comfortable raising further concerns, and we will explain how the matter can be reviewed again.
Let us know
Tell us why you feel the outcome hasn’t addressed your concern, including anything you believe needs another look.
Further review
We’ll arrange for the matter to be reviewed again, taking into account your concerns and the information already provided.
Additional details
If further information could help with the review, we’ll let you know what’s needed rather than asking you to start again.
Next steps
We’ll communicate the outcome of the further review and explain any available next steps based on the matter.
Ways to get in touch with us
Choose the contact method that feels easiest for you. Whether you want to talk through your concern or provide the details in writing, our team is here to listen and help.
Speak with our team by phone
If you’d prefer to talk through your concern, you can call us. You can explain what has happened, and our team can help you determine what information is needed.
Send your concern in writing
If you’d rather explain the matter in writing, send us the details of your concern along with any relevant information that may help us understand what happened.
Visit a Trimech location
Prefer to speak with someone in person? Trimech has teams based in Young, Parkes, Bowral and Goulburn, supporting customers across our wider service areas.
Use our online contact form
You can also contact us through the website. Include your contact details and a summary of your concern so the enquiry can be directed to the appropriate team member.
Have a concern you’d like to discuss?
If something hasn’t gone as expected, please reach out. Tell our team what’s happened and we’ll make sure your concern is directed to the right person.
Our air conditioning services
Every property requires a different approach to heating and cooling. Explore Trimech’s range of air conditioning systems to find an option that suits your space, comfort needs and lifestyle.
Air conditioning
Stay comfortable through summer with split, ducted, reverse-cycle and evaporative air conditioning solutions.
Heating
Keep your home warm with ducted gas, hydronic, split system and reverse-cycle heating solutions.
Commercial
Keep your business running with commercial HVAC installation, servicing, maintenance and breakdown support.
Refrigeration
Protect temperature-sensitive goods with commercial and industrial refrigeration solutions and ongoing support.
We’re ready to listen
Have a concern you’d like us to know about? Reach out to Trimech, and our team will take the time to understand what’s happened.
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