1. Overview
At Australian Design Solar, we are dedicated to responding to customer feedback. Effectively and efficiently addressing feedback helps us improve our services and deliver better outcomes. While we strive to provide the best service to our customers, there may be times when we receive complaints.
2. Scope
This policy covers complaints related to:
- Solar systems
- Services
- Employees, installers, or sales consultants
3. What is a Complaint?
A complaint is any expression of dissatisfaction or grievance made to us about our products, services, or the way we have handled a previous complaint. We aim to resolve all complaints promptly, recognizing that some may take precedence over others.
4. Our Complaint Procedure
- Immediate Resolution: We strive to resolve complaints at the time they are raised. If further investigation is needed, we will aim to resolve it or inform the customer of our actions within five working days.
- Escalation: If the complainant is not satisfied with the initial decision, we will escalate the complaint to a higher authority within the company. We are committed to resolving all complaints within 20 working days of receipt unless there is a clear reason for extending this timeline. In such cases, we will contact the customer, explain the delay, and provide a new timeframe for resolution.
- Updates: During the investigation, the complainant will receive updates via phone calls and emails about the progress.
- Further Review: If the customer is not satisfied with the resolution, we will escalate the complaint to the next level of management within the company for further review.
5. How to Make a Complaint
Customers can lodge a complaint through the following channels:
- Email: complaints@australiandesignsolar.com.au
- Phone: 1300 72 1887
- Mail: 903/50 Clarence St, NSW
- www.australiandesignsolar.com.au
6. External Escalation
If a complaint cannot be resolved internally, customers can escalate it to the local consumer affairs or the Department of Fair Trading. Contact details are provided below:
Dept. Of fair-trading (NSW Customers): 13 32 20
Office of Fair Trading QLD: 13 74 68
Consumer Affairs Victoria: 1300 558 181
ACT Office of Fair Trading (02) 6207 3000SA Office of Fair Trading 1300 555 727