The Process
1. Lodge Complaint
Submit via email, phone or mail
2. We Investigate
Impartial review within 10 business days
3. Resolution
Written response with findings and actions
Introduction
We aim to provide a high level of service and clear guidance. Sometimes things may not go as expected. Our complaints procedure ensures any issues are addressed fairly and promptly.
How to lodge a complaint
You can lodge a complaint through:
Please include your contact details, the nature of your complaint, any relevant dates and the outcome you are seeking.
What happens next?
Acknowledgement
We will acknowledge your complaint within two business days and provide the contact details of the person handling your complaint.
Investigation
We will investigate your complaint impartially, taking into account all information provided. We may contact you for further details.
Resolution
We aim to resolve complaints within ten business days. If more time is needed, we will explain the delay and provide an expected timeframe.
Response
We will provide a written response explaining our findings, any action we have taken or will take, and any proposals to resolve your complaint.
Escalation
If you are not satisfied with our response, you can request a review by a senior manager. If you remain dissatisfied after the internal review, we will provide information about external dispute resolution options.
Recording and improvement
All complaints are recorded in our internal system to ensure they are resolved promptly and to help improve our services.
Contact
For any questions about our complaints process, please email support@solarincentives.com.au.