Complaint Handling Procedure
SOLPOWER AUSTRALIA is committed to providing excellent customer service and maintaining a healthy customer relationship at all levels. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.
As our customer, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints. We manage the following types of complaints under this policy: A service OR solar energy system supplied and installed by SOLPOWER AUSTRALIA, a SOLPOWER AUSTRALIA employee or installer’s conduct.
What kinds of complaints can be made?
We deal with complaints related to our services, including product dissatisfaction or poor customer service.
Lodging your complaint
If you have a complaint, the first step you should take is to contact us and try and resolve it directly.
Contact Us – 1800 979 707
Email – info@solpoweraustralia.com.au
Post – P O Box 309, Browns Plains, 4118, QLD
Handling your complaint
- Upon receiving a complaint, we will acknowledge your matter via telephone or in writing as soon as it’s raised. More complex issues will require further investigation and may take some more time.
- We will provide you with a response to your complaint within 15 business days of the complaint receipt, and a final response within 25 business days, unless we agree to a further extension.
- If you are not satisfied with the outcome, we will put your complaint to a higher authority to arrive at a resolution you are happy with.
In case you are not happy with the outcome, you can escalate your complaint externally to any of the below state industry consumer protection organizations.
ACT – Office of Regulatory Services (02- 6207 3000)
NSW – Fair Trading (13 32 20)
NT – Consumer Affairs (1800 019 039)
QLD – Fair Trading (13 74 68)
SA – Consumer and Business services (13 18 82)
TAS – Consumer affairs and Fair Trading (1300 654 499)
VIC – Consumer Affairs (1300 558 181)
WA – Consumer Protection (1300 304 054)
NETCC (New Energy Tech Consumer Code) – 03 9929 4195 or info@newenergytech.org.au
