Complaint Handling – Procedure
Overview
We are committed to resolving all complaints we get in a fair, timely and efficient manner.
What is a complaint?
We see a complaint as any expression of dissatisfaction or grievance made to us about any of
our products and services or the way we’ve managed a complaint. While we try to resolve all
complaints in a timely manner, we recognise that some take precedence over others.
Our Complaint Procedure
Solar Boss is bound by the NETCC Code of Conduct and complies with this Code and also the Australian Standard on Complaints Handling (AS ISO 10002-2018).
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We will always try to find a resolution for your complaint as soon as it is sent to
us. However, if we need to investigate it further, we’ll aim to resolve it, or tell the
customer what we’re doing to resolve it, within five working days.
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If the complainant is not satisfied with the decision. We will further investigate and
we’re committed to resolving all complaints within 21 working days of receiving
them unless there is a clear reason for extending the timeline.
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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.
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While a complaint is being investigated and worked upon, the complainant will be
provided with updates via phone calls and emails about the progress.
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If the customer is not happy with how their complaint has been resolved at any time
of the complain investigation, we will escalate the complaint to the next level of
management within the company and review it.
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All complaints are assigned individual case numbers and tracked through
our in-house team. The complaint is assigned to a individual team
member and updates are recorded accordingly
Information Required to Lodge a Complaint
Solar Boss requires the following information to lodge your complaint:
- Your Name, Contact Details, and Property Address
- The Nature of the Complaint: Please include as much information as possible.
- Details of Any Steps Already Taken to resolve the complaint.
If You Are Still Not Satisfied
If you are not satisfied with the outcome of your complaint, you can refer the complaint to the relevant Fair Trading or Consumer Affairs office in your state or territory, as follows:
