Complaints Handling Procedure

1. Our Commitment

At Solterra Electrical, we are committed to delivering high-quality clean energy solutions and exceptional customer service.

We view complaints as an opportunity to improve our services, strengthen customer relationships, and uphold the highest standards in solar installation and electrical work.

We will handle all complaints:

• Promptly

• Fairly and transparently

• In accordance with Australian Consumer Law and industry standards

2. What You Can Make a Complaint About

You can lodge a complaint regarding:

• Solar panel, inverter, battery or EV charger installations

• Product performance or faults

• Workmanship or service quality

• Delays, communication issues or customer service

• Warranty or contract concerns

• Any potential breach of consumer rights

3. How to Lodge a Complaint

Customers can lodge a complaint via:

• Phone: 0414579683

• Email: [Insert email]

• Website: Contact us

To help us resolve your complaint efficiently, please provide:

• Full name

• Address of installation

• Contact details

• Description of the issue

• Supporting evidence (photos, invoices, etc.)

• Any steps already taken

4. Our Complaints Handling Process

Step 1 – Acknowledgement

• We will acknowledge your complaint within 1–2 business days

Step 2 – Assessment & Logging

• Your complaint is logged in our system and assigned a reference number

• It is directed to the appropriate department

Step 3 – Investigation

• We investigate the issue, which may include:

  • Reviewing documentation

  • Contacting you for further information

  • Site inspection (if required)

Step 4 – Resolution

• We aim to resolve complaints:

  • Within 10–15 business days (standard cases)

  • Faster where possible

Step 5 – Outcome Notification

• You will receive a clear written response outlining:

  • Findings

  • Outcome

  • Reasoning

  • Any corrective actions

Step 6 – Closure

• Complaint is formally closed once resolved and confirmed

5. Possible Outcomes

Depending on the situation, outcomes may include:

• Repair or rectification works

• Replacement of equipment

• Refund or partial refund

• System adjustments or reconfiguration

• Compensation (where applicable)

6. Communication & Updates

• You will be kept informed throughout the process

• You can request a status update at any time

• If delays occur, we will notify you with revised timeframes

7. Escalation Process

If you are not satisfied with the outcome:

Internal Escalation

• Your complaint will be escalated to senior management within 2 business days

External Options

You may contact:

• NSW Fair Trading: 13 32 20

• Australian Competition & Consumer Commission (ACCC): 1300 302 502

• Clean Energy Council (CEC): www.cleanenergycouncil.org.au

8. Responsibilities

Management

• Ensure complaints process is effective and compliant

• Review trends and implement improvements

Staff

• Follow complaints procedures

• Treat all complaints professionally and respectfully

• Record and report all complaint details

9. Confidentiality & Fairness

We ensure:

• All complaints are handled impartially

• Personal information is kept confidential

• No customer is disadvantaged for making a complaint

10. Continuous Improvement

We regularly:

• Monitor complaint trends

• Conduct internal reviews

• Improve systems and training

• Prevent recurring issues

11. Record Keeping

We maintain records of:

• Complaint details

• Actions taken

• Resolution outcomes

• Timeframes

These records are securely stored and used for quality improvement.