Complaint Policy

Complaint Handling Procedure

Solar Engineers is committed to provide good quality service to its customers and recognises the value of complaints as an important tool in monitoring customer satisfaction. At Solar Engineers our aim is to provide quality service and if an issue arises and the customer is not happy or we have not met their expectations then we have a process in place to deal with this in appropriate manner. Our policy is to deal with all customer complaints in a professional and timely manner. Solar Engineers will work with the complainant to establish a resolution that is fair to all parties and accurately reflects Solar Engineers Terms and Conditions and all relevant codes and guidelines. Solar Engineers procedures will comply with CEC Solar Retailer Code of Conduct and with the Australian Standard on Complaints Handling ISO 10002-2006. Solar Engineers complaints policy is available to all customers, contractors, employees and regulatory bodies by vsiting our website on www.solarengineers.com.au

Making Complaint Process

Complaints Can Be Made By

All complaints will be addressed in an equitable, objective and unbiased manner. The complainant is encouraged to provide feedback on all actions taken by Solar Engineers on resolving the complaint. Solar Engineers has appointed a complaints officer who will record all complaint details in a central repository. It will then be forwarded to the relevant department/staff member in the organisation to investigate and find resolution to the complaint.

Investigation

Solar Engineers will make every reasonable effort to investigate the complaint. It will liaise with its contractors, staff members and any other relevant parties to investigate the complaint and ensure a satisfactory outcome for the complainant. Solar Engineers will ensure that all complaints are acknowledged within 2 working days of receipt of complaint. Resolution will be sought within 5 working days of receiving the complaint. If it is considered that more time will be required to investigate the complaint, the customer will be kept informed of the progress of the investigation. In such cases, the investigation will be completed within 45 days of receipt of the complaint. A record of all information relating to the investigation will be kept in the central repository and assigned to the relevant complaint.

Resolution

Following an appropriate investigation, Solar Engineers will inform the complainant of the action or decision taken in regards to the complaint. Solar Engineers will also take actions to prevent similar complaints occurring in the future. Complainants will be advised of further avenues for review of their complaint if not satisfied with the resolution. This can be via Contacting the Consumer Affairs Victoria on 1300 558 181.

Confidentiality

Any personally identifiable information will be made available only to those parties involved in the resolution process unless the complainant has expressly authorised its disclosure.

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