Complaints Handling Procedure
While we always aim to provide you with excellent customer service, if you haven’t received the service you expected, you have the right to make a complaint.
A complaint means an expression of dissatisfaction made to us in relation to our products or the complaints handling process itself, where you expect a resolution. Contacting us to request technical support or to report a service issue is not necessarily a complaint. Where it’s not clear to us, we’ll ask you to confirm that you wish to make a complaint.
During your complaint, we will treat you with fairness and courtesy and will provide a fair and reasonable outcome to all parties involved. Our complaints process is designed to encourage the fast and efficient resolution of your issue at the first point of contact.
Warranty performance or any other grievance can only be settled by sending an email or letter outlining the cause of the claim to Renewable Solar.
All complaints will be recorded, and Renewable Solar will confirm its receipt of such notice, in writing, including a reference for all subsequent communication. Contact us if you have not received a receipt within 7 days.
Renewable Solar will provide feedback on the outcome of complaints within 21 days of receipt of the notice. If required, Renewable Solar will keep you informed of the need for additional time and complete our investigation within 45 days from the receipt of a complaint.
If our Customer Service team is not able to resolve your complaint in the first instance, your complaint will be escalated to a supervisor or team manager for further assistance. If at any stage of the process, you’re not happy with the progress or proposed resolution of a complaint or you want to know more about your options to pursue a complaint further, Renewable Solar will advise you of your option to reasonably request to have your complaint escalated to a supervisor of Customer Relations or your options for external dispute resolution.
Please lodge any complaint in writing or via email to provide us with an accurate record and address your complaint to Customer Service Compliance Officer at:
Email to: firstname.lastname@example.org
Post to: 18A Kaikoura Avenue, Hawthorn East VIC 3123, Australia
External Complaints: If you are not satisfied with our handling of your concerns, you can contact the fair trading or consumer affairs department in Victoria.
Consumer Affairs Victoria
Phone: 1300 558 181