Complaints Handling Procedure

Partner with a company you can trust

Solar Partners Australia Pty Ltd is bound by the CEC Solar Installer Code of Conduct and complies with this Code and also the Australian Standard on Complaints Handling (AS ISO 10002-2018).

To ensure that your complaint is handled effectively, we ask that you give us a call on 1800 226 673 or send your complaint to  Alternatively, you can submit your
complaint in writing to: Solar Partners P.O Box 388, Glenbrook NSW 2773

When lodging a complaint, we ask that you supply us with the following information:

  • Your name and contact details
  • Any name(s) of person(s) you have been dealing with
  • The nature of your complaint (please include as much information as possible)
  • Details of any steps you have already taken to resolve the complaint
  • Details of any conversations you have had with the relevant people in relation to complaint
  • The remedy requested
  • Copies of any evidence that supports your complaint

Our complaints procedure:

Our objective is to resolve all complaints in a timely manner and to the satisfaction of our customers.

We contact our customers within 4 working days upon receiving a complaint, and we endeavour to resolve a customer complaint within 20 working days after its lodgement.

Should there be an instance where we are unable to resolve the complaint as per the time period specified above, then we will be in regular contact with that customer; giving updates on how the complaint is being processed.

Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

External escalation of complaints:

Solar Partners Australia seeks to resolve any complaints directly, however, in the event that 1) you are not satisfied with the outcome provided by us, or 2) your complaint remains unresolved, you may escalate your matter externally with an independent authority

NSW Fair Trading:

Phone: 13 32 20

Address: 27 Argyle St, Parramatta NSW 2150

NSW Energy and Water Ombudsman:

Phone: 1800 246 545

Address: Level 11/133 Castlereagh St, Sydney NSW 2000

Customer privacy:

Solar Partners Australia respects your right to privacy and confidentiality throughout the complaints and dispute resolution procedure. All personal information collected by Solar Partners is treated in a way that is consistent with its obligations under the Privacy Act.

A full copy of  our Privacy Policy is available on request. This document is also published on our website here