Complaints Handling Policy

We take all feedback seriously and are committed to resolving any issue fairly and promptly.

Our Commitment

We are committed to providing excellent service. If we have fallen short of your expectations, we want to know. We treat every complaint as an opportunity to improve and to make things right for you.

How to Make a Complaint

You can submit a complaint by:

Please include your name, contact details, installation address, and a clear description of your concern.

Our Response Process

We will acknowledge your complaint within 2 business days. A thorough investigation will be completed and a formal response provided within 10 business days. For complex complaints, we will keep you informed of progress and provide a final resolution within 30 calendar days.

If You're Not Satisfied

If you are not satisfied with our response, you may escalate your complaint to:

  • Clean Energy Council (CEC) – for accreditation-related complaints
  • Your State's Consumer Affairs office
  • The Australian Competition and Consumer Commission (ACCC)