Complaints Handling Policy
How we receive, investigate, and resolve customer complaints, and the timeframes you can expect.
1. Our commitment
We treat every complaint seriously, whether it's about a quote, an installation, a product fault, or how we've communicated with you. Making a complaint is free, and it won't affect the service or support you receive from us.
2. How to lodge a complaint
You can lodge a complaint by submitting a ticket, through our contact page, or by phone. Please include your name, order or account reference, and as much detail as possible about the issue.
3. Acknowledgement
We'll acknowledge your complaint within 2 business days and let you know who's handling it.
4. Investigation
We'll investigate the issue, which may include contacting the installer, checking system data, or requesting further information from you. We aim to keep you updated at each meaningful step rather than leaving you waiting.
5. Resolution timeframe
Most complaints are resolved within 15 business days. If a complaint is more complex and needs longer, we'll tell you why and give you a revised timeframe.
6. If you're not satisfied
If you're not happy with how your complaint has been handled, you can ask for it to be reviewed by a more senior member of our team. If it's still unresolved, you may be able to escalate it to your state's fair trading body or an applicable energy/solar industry ombudsman scheme.
7. Record keeping
We keep a record of all complaints and how they were resolved, which helps us identify and fix recurring issues.
Status: pending — not yet published as an active policy.