COMPLAINTS HANDLING

1. Overview

We, at 365 Solar Australia, are committed to providing our customers with the highest level of customer service and an exceptional customer journey, and we value all feedback and will address every concern. We understand that responding effectively and efficiently to feedback assists us in improving our service and enables us to deliver better outcomes. We strive for ZERO unsatisfied customers, however; we do understand that there may be rare occasions where we may receive customer complaints, and we are dedicated to resolve them as quickly as possible.

2. Scope

Complaints managed under this policy may be in relation to:

• A solar energy system supplied and installed by 365 Solar Australia
• A service provided by 365 Solar Australia
• A 365 Solar Australia employee or installer’s conduct

3. What classifies as a complaint?

We see a complaint as any expression of dissatisfaction or grievance made to us about any of our products, services, representatives, or conduct.

While we try to resolve all complaints in a timely manner, we recognise that some may be more urgent in nature, and therefore take precedence over others. We will always attempt to address urgent matters immediately, and attend to any other, non-urgent, complaint as promptly as possible.

4. Our complaint handling procedure:

• We will try to resolve all complaints at the time they are raised. However, if a matter requires further investigation, which may require some time, we will communicate the steps we are taking with the customer within five (5) business days and attempt to find a resolution as promptly as possible.
• If the complainant is not satisfied with the resolution outcome, we will escalate the matter to higher authority and expedite addressing the complaint further, with the aim of a resolution that is satisfactory to the customer. Depending on the nature of the complaint it may take a little longer than to escalate and resolve, however we remain committed to resolving all complaints within twenty (20) business days of receiving them unless a clear reason is present for extending the timeline.
• If the case happens to be more complex and requiring longer than twenty (20) business days, we will contact the customer and explain the reason/s for any delays, providing an as accurate as possible a new timeframe for a resolution.
• While any complaint is being investigated and addressed, the complainant will be provided updates via phone calls and/or emails regarding any progress.
• If the customer is still unsatisfied with how their complaint has been handled or resolved, we will escalate, once again, to the next level of management within the company with every intention of a satisfactory outcome.

5. Lodging a complaint:

To lodge a complaint, please find below our office contact details. If you feel the need to escalate the complaint outside the company the Clean Energy Council’s details have also been listed below: