Complaints & Dispute Resolution Policy

What is a complaint?

A complaint is any expression of dissatisfaction relating to our products or services, sales advice or quotations, installation quality, customer service, warranty or after-sales support, communication, billing or payments, or our complaints handling process - where you expect a response, explanation or resolution.

Our commitment to you

When you lodge a complaint, we will treat you with courtesy, fairness and respect; listen carefully and understand your concerns; acknowledge your complaint promptly; investigate the matter objectively; keep you informed throughout the investigation; work towards a fair and reasonable resolution; and continually improve our products, systems and customer experience based on customer feedback. There is no charge for using our internal complaints process.

How to lodge a complaint

Email: support@zero4energy.com.au
Phone: 1300 978 428
Post: Level 1, 5 George Street, North Strathfield NSW 2137

To assist us in investigating, where possible please provide: your full name, installation or property address, contact details, proposal / invoice / installation reference number (if available), a description of the issue, any relevant photographs or supporting documentation, and your preferred outcome.

Our complaint handling process

1. Initial review - where possible, we aim to resolve concerns during your first contact with us. If the matter cannot be resolved immediately, it is referred to the appropriate member of our management team for further investigation.
2. Acknowledgement - we acknowledge receipt of your complaint within three (3) business days, confirming it has been received, who is managing it, the next steps, and our expected response timeframes.
3. Investigation - we investigate thoroughly and fairly. Depending on the nature of the complaint this may include reviewing project documentation and system monitoring data, consulting installers, suppliers or manufacturers, conducting a site inspection where necessary, seeking independent technical advice, and requesting additional information from you if required.
4. Outcome - we aim to provide our findings or a progress update within fifteen (15) business days of acknowledging your complaint. Our objective is to resolve all complaints within thirty (30) calendar days; where a complaint is particularly complex or relies on third-party investigations, resolution may take up to forty-five (45) calendar days, in which case we will explain the reasons and provide regular updates.

Possible resolutions

Depending on the circumstances, resolutions may include: technical advice or clarification; repairing or replacing faulty equipment; rectification of installation works; warranty claims with manufacturers; system optimisation or configuration changes; correction of documentation or billing; refunds or compensation where required under Australian Consumer Law; or another mutually agreed outcome.

Complaint records & privacy

All complaints are recorded in our internal Complaints Register - date received, customer details, nature of the complaint, investigation undertaken, actions completed, resolution provided and date closed - which helps us monitor performance and improve. All complaints are handled confidentially: personal information collected during the process is used only for investigating and resolving your complaint, in accordance with our Privacy Policy and applicable Australian privacy legislation.

External dispute resolution

If you are not satisfied with the outcome of our internal complaints process, you may seek assistance from an independent external organisation:

• New Energy Tech Consumer Code (NETCC) - newenergytech.org.au · 1300 073 567
• NSW Fair Trading - fairtrading.nsw.gov.au · 13 32 20
• Australian Competition & Consumer Commission (ACCC) - accc.gov.au · 1300 302 502
• Customers outside New South Wales may contact the consumer protection agency in their State or Territory.

Your legal rights

Nothing in this policy limits or excludes any rights you may have under Australian Consumer Law or any other applicable legislation. You may seek independent legal advice or pursue any other rights available to you at any time. Participation in our complaints process does not affect your legal rights.