Complaints Handling Procedure:
At Solar Energy Warehouse we are committed to responding to customer feedback effectively and efficiently. Feedback assists us to improve our services and deliver better outcomes. While we strive to deliver best of service to our customers, there may be times where we may receive customer complaints. We have set up this page to help manage and resolve complaints. We will ensure we provide an outcome within 21 days of when the complaint was made in writing.
If for any reason the complaint resolution isn’t going as fast as we set out to, we will make sure that we communicate the need for more time with you and resolve the complaint within 45 days of the initial complaint.
First point of contact for complaints will be handled be the Solar Energy Warehouse support team. They will communicate with our sub-contract installers if necessary and will come back to you with a resolution. If you are not happy with the resolution from the support team we will redirect the complaint to management who will be able review and find out whether a further resolution is needed.
In the case that you would like to escalate the complaint outside of Solar Energy Warehouse we have listed The Clean Energy Council’s contact details below.
Solar Energy Warehouse requires following information:
- Your Solar Energy Warehouse Quote or Invoice Number
- Your name and contact details
- The name of the person(s) you have been dealing with
- The nature of the complaint, please include as much information as possible.
- Details of any steps you have already taken to resolve the complaint.
- Details of any conversations you’ve had with relevant people in regards to the complaint.
- Remedy requested.
- Copies of any evidence that supports your complaint.
It is highly recommended you submit your complaint in writing.
Solar Energy Warehouse
Phone: 02 800 55 878
Address: 1553-1555 Botany Road, Botany NSW 2019
Clean Energy Council:
Phone: 03 9929 4100
Address: Level 15, 222 Exhibition Street, Melbourne VIC 3000
Australian Competition & Consumer Commission:
Phone: 1300 302 502
Address: GPO Box 520, Melbourne VIC 3001
Consumer Affairs Victoria:
Phone: 1300 558 181
Address: GPO Box 123, Melbourne VIC 3001