This document outlines Greentech Solar’s approach to managing customer complaints in a fair, open, and timely manner. We are dedicated to resolving any concerns related to our products, services, sales process, or system installations, in alignment with the New Energy Tech Consumer Code (NETCC).
1. Submitting a Complaint
Customers can raise complaints through the following channels:
- Email: [email protected]
- Phone: 1300 487 652
To assist us in addressing your concern efficiently, please include as much relevant information as possible:
- Agreement number
- Full name and contact details or site address
- Date of purchase or installation
- Description of the issue
- Any supporting materials (photos, invoices, documentation, etc.)
2. Acknowledging Your Complaint
All complaints will be acknowledged within two business days of receipt. You will receive confirmation via your chosen contact method from the staff member managing your case.
3. Investigation and Resolution Process
Greentech Solar handles each complaint through the following steps:
- Assess all provided information
- Request additional details if needed
- Investigate the issue in consultation with internal teams, contractors, or relevant third parties
- Communicate our findings along with a proposed resolution
Target Resolution Time: We aim to resolve all complaints within 10 business days. If the matter requires more time, we will keep you informed of the progress via phone or email.
4. Possible Resolution Outcomes
Depending on the nature of the complaint, resolutions may include:
- Repairs or replacements
- Refunds
- Apologies or explanations
- Additional support or follow-up services
All resolutions will be compliant with the Australian Consumer Law and the NETCC Code of Conduct.
5. Escalation Procedure
If you are not satisfied with the outcome provided, you may escalate the issue to one of the following external bodies:
- Your relevant State or Territory Energy Ombudsman
- Consumer Affairs or Fair Trading
- The Clean Energy Regulator
Greentech Solar will fully cooperate with all external investigations or reviews.
6. Continuous Improvement and Reporting
Greentech Solar reviews customer complaints on a quarterly basis to:
- Identify patterns or recurring concerns
- Enhance staff training and internal processes
- Ensure ongoing compliance with the NETCC
7. Our Commitment to You
We are committed to handling every complaint with:
- Respect
- Confidentiality
- Objectivity
- A strong focus on achieving resolution