1. Raising a complaint

1.1. A complaint may fall into one or more of the following categories:

• Improper sales practises
• Faulty/non-functional product
• Poor workmanship
• Uncategorised

1.2. The customer or their representative can raise a complaint using any one of the following methods:

• By directly calling the organisation’s dedicated service number on 03 9000 0083 or 0435099900
• By emailing the organisation on [email protected] with details of the complaint
• By sending a physical mail to 408/235 Queen St Melbourne VIC 3000
• The customer can also call the sales agent/installer to raise a complaint.

2. Registration and Acknowledgement of a complaint

• 2.1 If the customer has raised the complaint by calling the organisation’s number, the complaint is registered by one of our customer service attendants. Once the complaint has been registered, the customer is informed that they will be receiving a call from one of the complaint resolution attendants within 24 hours and a written acknowledgement of the receipt of the complaint is sent to the customer via email (preferable) or mailed to the customer’s residence.
• 2.2. If the customer has raised the complaint by emailing the organisation on [email protected] or by sending a physical mail, a complaints handling attendant will register the complaint on the customer’s job file and a written acknowledgement of the receipt of the complaint is sent to the customer via email within 24 hours of receipt. If the complaint description is unclear, one of our complaint handling attendants will call the customer for clarification.

3. Assessment of a complaint

3.1. An initial assessment of the complaint is carried out in order to:

• Assess how urgent and complicated the complaint is.
• Assess whether there is any health and safety risk to the customer.
• Assess the risks involved if the resolution were to be delayed due to unforeseen operational issues.
• Assess whether the resolution requires the involvement of other parties, for example, the Solar Inverter manufacturer.

4. Resolution of a complaint

4.1. The process for resolution of a complaint depends on the category it falls under.

• Improper Sales Practises
• If the organisation becomes aware of a sales agents using improper sales practises to generate a sale, the operations manager will have a formal one-on-one sit down with them to understand the reason for using such practises. A first and last warning is given as unfair and improper sales practises will not be tolerated by the organisation. If the same issue occurs with the same sales agent, their employment/contractual agreement will be terminated as per the terms of the contract.
• The complaint resolution method will depend on where the customer is in the Solar PV System installation life cycle.
• If the complaint was raised before the installation of the Solar PV System, the complaints resolution manager will apologise to the customer on behalf of the sales agent and organisation and will ask them if they would like to proceed with the installation or cancel the job. Depending on the reply, the call is either forwarded to the scheduling team to organise a date and time for the installation or the job is cancelled.
• If the complaint was raised after the installation of the Solar PV System, the complaints manager will apologise to the customer on behalf of the sales agent and organisation. If the customer requests for a refund on the installation due to improper sales practises, the complaint is escalated to the operations manager to be resolved using their discretion
• Faulty/non-functional product
• If the organisation becomes aware of a faulty or non-functional product installed at the customer premises, the complaint resolution attendant will try to ascertain whether it is faulty due to a manufacturing defect or an improper installation.
• If the product is faulty/non-functional due to a manufacturing defect and is still under the manufacturer’s warranty, the complaint resolution attendant will call the manufacturer to get the product replaced or rectified and the customer will be informed regarding the resolution.
• If the product if faulty/non-functional due to an improper installation, the call is forwarded to the scheduling team to organise a date and time with the customer for the electrician to return and rectify the mistake.
• Poor workmanship
• The organisation uses the services provided by electricians accredited by the Clean Energy Council. If the organisation becomes aware of a Solar PV System install with poor workmanship, the customer is asked to provided some photographic evidence clearly identifying the reasons for poor workmanship via email to [email protected] to support their complaint.
• Once the photographic evidence has been received, the operations manager will get on a call with the electrician who performed the Solar PV System
• install at the customers premises to clarify whether it is indeed a case of poor workmanship.
• If the electrician is found guilty of poor workmanship, the scheduling team will call the customer to organise a date and time to rectify the install.
• If no fault has been found in the quality of the workmanship, the customer is informed that the workmanship complies with all the rules and regulations provided by Energy Safe Victoria (ESV) and the Clean Energy Council (CEC).
• Uncategorised
• If the organisation becomes aware of a complaint that does not fall into one of the above 3 categories, the complaint is forwarded to the operations manager to handle using their discretion on a case-to-case basis.
• 4.2. Once the complaint has been resolved, the customer is sent a brief description of the complaint and the steps taken by the organisation to resolve it. The customer is asked to send us a written acknowledgement confirming the complaint has been resolved to close the complaint file.
• 4.3. If after 3 business days of the compliant been resolved from the organisation’s end, the customer’s acknowledgement has not been received, the complaint is closed

5. Data Collection and Reporting

• 5.1. All communication with the customer, including photographic evidence, call recordings, emails, etc will be recorded in full and retained on file electronically by the organisation for a period of at least 7 years from the date the complaint was raised.
• 5.2. It is imperative to collect, record and analyse data of customer complaints to ensure the services provided by the organisation meets the industry standards.
• 5.3. The data will be analysed and used to track the effectiveness and efficiency of various process implemented for the successful installation of a Solar PV System.