Complaints Handling
What happens next?
1. We’ll acknowledge your complaint
We’ll acknowledge your complaint as soon as possible, aiming to do so within two business days.
2. We’ll investigate
Our Managing Director, Jack Cowley, oversees customer complaints personally. Depending on the issue, we may review job records, speak with the electrician involved, contact a supplier or arrange a site inspection.
3. We’ll work towards a resolution
We aim to provide a substantive response or resolve your complaint within 15 business days.
Depending on the circumstances, a resolution may include an explanation, apology, rectification of workmanship, repair or replacement, refund or another appropriate remedy.
If we need more time to investigate, we'll explain why and keep you updated. We aim to provide a final response within 25 business days unless a further extension is agreed.
4. We’ll confirm the outcome
We'll explain the outcome of our investigation and any agreed actions, including when they'll be completed.
Our priority is to reach a fair and reasonable resolution with as little inconvenience to you as possible.
What if you’re not satisfied?
If you're unhappy with our response or the proposed resolution, please let us know. We're happy to review your concerns.
If we haven't been able to resolve the matter, you may also seek assistance from an appropriate external organisation.
NSW Fair Trading
For consumer rights, workmanship, product or service complaints.
NSW Fair Trading
New Energy Tech Consumer Code (NETCC)
For complaints involving potential breaches of the New Energy Tech Consumer Code by an Approved Seller, including relevant solar, battery and other new energy technology sales and installations.
NETCC Complaints Process
NETCC investigates potential Code breaches but does not act as a general dispute resolution or compensation service.
Nothing in our complaints handling process limits your rights under Australian Consumer Law.
Have a concern? Let’s talk.
We’re here to help resolve it.