(Supply and Installation of Solar Panels and Inverter)
This procedure applies to the supply and installation of the Solar Panel Modules, the Inverters and the Mounting system supplied by BUYORSELL Trading as ECOSOLARPOWER; ABN- 25 616 416 310.
Purpose
This policy is intended to ensure that we handle complaints fairly, efficiently and effectively. Our complaint management system is intended to:
- Enable us to respond to issues raised by our clients making complaints in a timely and cost-effective way.
- Boost customers confidence in our administrative process and product.
- Provide information that can be used by us to deliver quality improvements in our solar product, installation services, staff and complaint handling.
This policy provides guidance to our staff and people who wish to make a complaint on the key principles and concepts of our complaint management system.
Scope
This policy applies to all staff receiving or managing complaints from our clients made to or about us, regarding our solar product and service.
Procedure for Handling Complaint
To assist you achieve the best energy results for your home and business, we are committed to offering the highest quality services and products. However, we are aware that not everything goes as planned, so we are available to talk about any problems or queries you might have. This complaints procedure is intended to give you more insight into how to handle your complaint and get the best result as soon as possible. At Ecosolarpower, we value your opinions and work hard to please and delight our clients. The following is our complaints procedure: The best way for us to assist you is if you first contact us:
- Give us a Call
1800 314 722
- Message Online
info@ecosolarpower.au
- Visit Website
www.ecosolarpower.au
After receiving your complaint, we will look into it and get back to you with an update and/or a solution within seven days for a minor issue and 15 days for any major issues. A support manager is given the complaint, and updates are made in accordance with that assignment. Ecosolarpower will notify you of the action or judgement taken regarding the complaint after conducting the necessary investigation. Additionally, Ecosolarpower will take measures to stop similar complaints from happening in the future.
Monitoring of the Complaint Management System
We will continually monitor our complaint management system to:
- Ensure its effectiveness in responding to and resolving complaints.
- Identify and correct deficiencies in the operation of the system.
- Monitoring may include the use of audits, complaint satisfaction surveys and online listening tools and alerts.
Possible Solutions
The following are just a few possible solutions to the problem:
- Refunds
- Replacement
- Compensation for Repairs/Rework
The terms and conditions and warranties that apply to the goods and services you bought from us govern the remedies and solutions provided. These include any applicable consumer guarantees as well as our responsibilities under the Australian Consumer Law or any other applicable consumer laws in effect at the time you made your purchases of the goods and services. In order to give customers, the best experience possible, we take all complaints seriously and take the necessary actions to prevent any future occurrences of the same problems.
If You Are Still Unsatisfied
You may file a complaint with the appropriate Fair Trading or Consumer Affairs office in your state or territory if you are dissatisfied with the resolution, as described below:
QLD: Office of Fair Trading Phone:
13 74 68
