Complaints Handling Policy

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

If your complaint isn't resolved sooner, we'll provide you with an update within 15 business days of receiving it. We'll provide a final response within 25 business days, unless we've both agreed to a longer timeframe for a more complex issue.

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 an external dispute resolution (ombudsman) scheme, your state's Fair Trading or consumer affairs body, or the New Energy Tech Consumer Code Administrator.

7. Record keeping

We keep a record of all complaints and how they were resolved, which helps us identify and fix recurring issues.