jared@aussieelectricalsolarenergy.com.au+61 485 993 765

Effective date: 03 August 2026

At Aussie Electrical Solar Energy, we are committed to providing high-quality products, professional workmanship, and excellent customer service. If you are dissatisfied with any aspect of our products or services, we encourage you to let us know so we can work with you to achieve a fair and timely resolution.

This Complaint Handling Procedure has been developed in accordance with the New Energy Tech Consumer Code (NETCC).

You may submit a complaint by email.

Email: support@aussieelectricalsolarenergy.com.au

Please include the following information:

  • Your full name
  • Contact number and email address
  • Contract or Quote Number (if available)
  • Installation address
  • Details of your complaint
  • Any supporting documents or photographs
  • The outcome or remedy you are seeking

You can also raise a support ticket online.

Once we receive your complaint, we will:

  • Acknowledge receipt within five (5) business days
  • Provide you with a complaint reference number
  • Advise you of the expected timeframe for handling your complaint

We will review your complaint and, within fifteen (15) business days, advise whether:

  • the complaint has been resolved;
  • additional information is required;
  • further investigation is necessary.

If we require further information, we will contact you promptly.

Where further investigation is required, we will:

  • Review all relevant information and documentation;
  • Speak with the parties involved;
  • Arrange an on-site inspection where appropriate;
  • Consider all available evidence before making a decision.

We aim to provide a proposed resolution within thirty (30) business days of receiving your complaint.

If additional time is required, we will notify you in writing, explain the reason for the delay, and provide an updated timeframe.

Depending on the circumstances, we may:

  • Repair or rectify the installation;
  • Replace faulty products where applicable;
  • Provide further technical assessment;
  • Offer another appropriate remedy consistent with our obligations under Australian Consumer Law and the NETCC.

We will provide our proposed resolution in writing.

You may choose to accept or reject our proposed resolution.

Once your complaint has been resolved, we will issue a Final Complaint Closure Letter confirming:

  • The outcome of the complaint;
  • Any actions taken by Aussie Electrical Solar Energy;
  • Any agreed remedies;
  • Information regarding external dispute resolution options if you remain dissatisfied.

If you are not satisfied with our final response, you may seek assistance from the following organisations.

New Energy Tech Consumer Code (NETCC)

Website: https://www.newenergytech.org.au

The NETCC Administrator can independently review complaints relating to New Energy Tech products and services covered under the Code.

NSW Fair Trading

Address:
4 Parramatta Square
12 Darcy Street
Parramatta NSW 2150

Phone: 13 32 20

Website: https://www.nsw.gov.au/departments-and-agencies/fair-trading

Australian Competition and Consumer Commission (ACCC)

Postal Address:
GPO Box 3131
Canberra ACT 2601

Phone: 1300 302 502

Website: https://www.accc.gov.au

The ACCC administers Australia's competition and consumer protection laws. While it generally does not resolve individual consumer disputes, it accepts reports regarding potential breaches of consumer law.

Aussie Electrical Solar Energy maintains complete records of all complaints, investigations, correspondence, outcomes, and corrective actions.

Complaint records are retained in accordance with the requirements of the New Energy Tech Consumer Code (NETCC) and applicable Australian legislation.

Aussie Electrical Solar Energy

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