Complaints Handling System
At Sunface Solar, we strive to provide the highest level of service and support to our customers. Under some circumstances we would have failed to do so and as a result provide our clients with the below outlet to raise any valid concerns. All concerns and issues raised will be dealt with an amicable and integral manner, within 5-7 working days of the initial complaint we will have a resolution. Under extenuating and complex circumstances, we may require up to 21 days to present you with a succinct resolution.
This system is targeted at resolving any and every dispute, dissatisfaction with our products, online presence, service and/or our staff members.
Where and How Complaints Can Be Made
You are able to send through any complaints in writing via registered post addressed to the below or email at firstname.lastname@example.org. Please try to include as much detail as possible to assist us in assessing your complaint.
Name – Compliance Manager
Address – 2A, 128 St John Street, Launceston TAS 7250
Phone – 1300 786 322
Once the complaint has been received via registered post or email, we will contact you and advise of the unique identifier code that you can use to follow up on the lodged complaint.
To ensure we are able to maintain our response timelines kindly only heed the above two options for lodging complaints with us.
Recording, Assessing and Resolving your Complaint
Once you have lodged a complaint via the appropriate channels it will be recorded on our Complaints Register and can be identified by the unique identifier code. The complaint will then be assigned to a staff member for initial assessment and will attempt to settle the matter within two working days. Do note that you may be contacted if more information is needed or to discuss the complaint in further detail.
If the complaint cannot be resolved by the initial staff member within the stated two working days, the complaint will then be escalated to a senior staff member we deem appropriate to resolve the complaint. The Senior Manager will attempt to resolve the complaint within 3 working days and present the resolution to you in writing via email or post. Under extenuating and complex circumstances, we may require up to 21 days to present you with a succinct resolution.
When and How we will notify you of the Resolution
Within 5-7 working days of us receiving the complaint, we will advise you of the resolution via your preferred means of communication. Under extenuating and complex circumstances, we may require up to 21 days to present you with a succinct resolution; we will accordingly advise if this is the case.
Dissatisfied with the Resolution
If you are not satisfied with the resolution, we invite you to advise us of your proposed expectations via email, phone or post. Once received this will be escalated to our senior management team who will discuss the relevant matters on hand and provide you with the final outcome (via your preferred means of communication)
Actioning the Resolution
If you are satisfied with the resolution, we will put into place the relevant measures to ensure all aspects of the proposal have been enacted at the earliest possible. In cases where we foresee delays in doing so you will be promptly notified via your preferred means of communication.
External Dispute Resolution Agencies
If you are not content with the resolution offered by our senior management team there are external agencies who are able to further assist with the complaint or dispute. Below is a non-exhaustive list of all such organisations:
Tasmania Consumer – Building and Occupational Services (CBOS)
Australian Competition and Consumer Commission
Clean Energy Council
New South Wales – Fair Trading