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Complaint handling procedure

We aim to resolve every customer complaint promptly and fairly. Here is how to raise a concern with us, what we will do about it, and how long each step takes.

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How to make a complaint

You can make a complaint in whatever way suits you: by phone, by email or in writing. Every complaint is taken seriously and handled by our team.

Please include

  • Your name and phone number
  • An email address we can reach you on
  • Clear details of the problem
  • Proof of purchase
  • Any relevant warranty details
Is it urgent?

Email our Administration Manager with Priority Complaint in the subject line, and we will contact you within 24 business hours.

Send a priority complaint

What happens after you contact us

Our aim is to resolve every complaint within 14 business days. These are the steps we follow and the timeframes we commit to.

  1. Within 5 to 7 working days

    We look into your complaint

    We review the details you sent and identify the issue.

  2. Within 36 to 48 hours

    System faults are inspected

    If your solar system has a fault, we send an electrician to assess it within 36 to 48 hours of you notifying our office.

  3. Within 5 working days

    We keep you updated

    If your complaint needs further investigation, we let you know what steps we are taking.

  4. Within 14 business days

    We resolve your complaint

    We aim to resolve complaints within 14 business days of receiving them. If we can't resolve it at first, it is escalated to a more senior member of our team.

  5. No more than 45 days

    Complex cases

    In exceptional cases we explain why it is taking longer and give you a new timeframe. Every investigation is completed within 45 days of receiving your complaint.

Not satisfied with the outcome?

If you are unhappy with how we have handled your complaint, you can contact the fair trading office in your state or territory.

If you believe we have not met the Solar Retailer Code of Conduct, you can raise it with us or with the Clean Energy Council (CEC).