Overview
This complaints handling procedure ensures fairness, transparency, and timely resolution of issues for Solar Air Energy customers. It aligns with the requirements of the New Energy Tech Consumer Code and reflects our commitment to delivering high-quality products and services.

Step-by-Step Complaints Handling Process

Making a Complaint
Customers can submit complaints directly to Solar Air Energy regarding:
Products or services offered or supplied.
Sales processes or interactions with sales personnel.
Handling of previous complaints.

Complaints can be made through the following channels:
In person: Visit our office to lodge a complaint.
Phone: Call our customer service team at +61 412 911 080.
Email: Send details to info@solarairenergy.com.au.
Online: Complete the complaints form on our website www.solarairenergy.com.au/complaints-handling-process.

Acknowledgment of Complaint
Solar Air Energy will acknowledge receipt of the complaint promptly.
Customers will be informed of:
Expected timelines for investigation and resolution.
The contact person handling their complaint.

Investigation
Complaints will be recorded in our complaints register.
The team will investigate the issue thoroughly, ensuring all relevant details are reviewed.


Response Timelines
Initial Response: Solar Air Energy will provide an update or resolution within 10 business days of receiving the complaint.
Final Response: A resolution will be provided within 20 business days. If more time is required, the customer will be informed of the reasons for the delay and the new timeline for resolution.

Resolution and Communication
Solar Air Energy will provide a clear response that includes:
Steps taken to address the issue.
Any remedies offered, such as repair, replacement, or compensation (if applicable).
Guidance on further actions if the customer is dissatisfied with the outcome.

Escalation Options
If the customer is dissatisfied with the outcome, Solar Air Energy will provide details for independent escalation options, including:
External Dispute Resolution Schemes: Contact details for Ombudsman services.
State Consumer Affairs or Fair Trading Bodies: Relevant contact information.
The Code Administrator: For further review of unresolved issues.

Record-Keeping and Continuous Improvement
All complaints and their outcomes will be documented in our complaints register for auditing and compliance purposes.
Solar Air Energy will periodically review complaint trends to identify and address systemic issues, ensuring continuous improvement in our products, services, and processes.

Commitment to Fairness
Solar Air Energy is dedicated to:
Transparency: Ensuring customers have clear and accessible information about the complaints process.
Empathy: Taking extra care for customers in vulnerable circumstances.
Timeliness: Adhering to strict timelines for acknowledging and resolving complaints.