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Complaints Handling Policy

1. Policy

1.1 This policy is intended to ensure that Solar Galaxy Pty Ltd (“we” / “us” / “Solar Galaxy”) handles complaints effectively.

2. Definitions

2.1 For the purposes of this policy:

  • Complaint: An expression of dissatisfaction made to or about us, relating to the quality of our products, services, customer service, or how we handle complaints. For example, dissatisfaction with a solar PV system or inverter we offered, with the sales process or sales representative, or with our complaint handling process.
  • Accuser: Any person, organisation, or their representative making a complaint.

3. How to Make a Complaint

3.1 You may make a complaint:

  • By calling us on 1300 339 596
  • By writing to the “Complaints Handling Officer” via email at [email protected]

4. Principles of Objectivity

4.1 Your complaint will be handled fairly, without discrimination or bias. Our goal is to resolve the complaint without assigning blame.

4.2 We follow these principles when managing your complaint:

  • Impartiality: No bias toward the complainant, respondent, or Solar Galaxy.
  • Privacy: We protect your personal information according to Australian privacy laws.
  • Integrity: We thoroughly investigate all the facts.
  • Accessibility: You may raise a complaint at any reasonable time and method.
  • Equitability: We treat all individuals fairly and equally.

5. Three-Level Model of Complaint Handling

5.1 Our complaint handling system operates on three levels:

  • Level 1: Frontline complaint handling – early resolution
  • Level 2: Internal assessment, investigation, resolution, or review
  • Level 3: External assessment, investigation, ADR, or review

5.2 We aim to resolve most complaints at Level 1. Either party may escalate the issue to the next level if needed.

Level 1: Frontline Complaint Handling – Early Resolution

5.3.1 We aim to resolve the majority of complaints at the frontline level.

Level 2: Internal Assessment, Investigation, or Review

5.4.1 Complaints that are more serious or unresolved at Level 1 may move to Level 2.

  • Internal Assessment: We review the details provided to determine appropriate next steps. This includes:
    • The nature and seriousness of the issues raised
    • The desired outcome of the complainant
    • The accuracy and sufficiency of provided information
    • Available options for resolution
    • The appropriate internal authority to handle the issue
  • Facilitated Resolution: A manager may work with the complainant to reach a mutually acceptable resolution.
  • Internal Investigation: A formal investigation may be conducted by a senior manager or external consultant.
  • Internal Review: A senior executive may reassess and, if necessary, overturn decisions made at prior levels.

Level 3: External Assessment or Review

5.5.1 If a complaint remains unresolved after Level 1 and Level 2, you may refer the matter to a relevant authority such as:

  • ACT: Access Canberra | 132281
  • NSW: Fair Trading | 13 32 20
  • NT: Consumer Affairs | 1800 019 319
  • QLD: Office of Fair Trading | 13 74 68
  • SA: Consumer and Business Services | 13 18 82
  • TAS: Consumer Affairs and Fair Trading | 1300 654 499
  • VIC: Consumer Affairs | 1300 558 181
  • WA: Consumer Protection | 1300 304 054
  • ACCC: Australian Competition & Consumer Commission | 1300 302 502

5.5.2 If still dissatisfied, you may also escalate the matter to a relevant court or tribunal in your state or territory.

6. Complaints Register

6.1 All complaints and their outcomes will be documented in our Complaints Register.

7. Keeping You Informed

7.1 We will confirm receipt of your complaint and provide an expected timeline for resolution as soon as possible.

8. Timeframes for Resolution

  • 8.1 We will acknowledge your complaint on the same day we receive it.
  • 8.2 We aim to resolve most complaints within 7 days.
  • 8.3 If resolution requires more than 7 days, we will inform you of the delay and progress.
  • 8.4 We aim to complete investigations within 14 days and will update you if more time is needed.
  • 8.5 We will provide a final response within 25 business days unless an extension is mutually agreed upon.

9. No Cost

9.1 Lodging a complaint is free. However, if you escalate your complaint to a court or tribunal, filing fees may apply.

10. Unreasonable Conduct

10.1 Complaint conduct is considered unreasonable when it causes significant health, safety, resource, or equity issues. Examples include unreasonable persistence, demands, lack of cooperation, or aggressive behavior.

10.2 We ask that all complainants treat our staff with courtesy and respect.

11. Acknowledgments

11.1 This policy is based on the Australian and New Zealand Standard Guidelines for Complaint Handling in Organisations – AS/NZS 10002:2022.