Customer Complaint Handling Procedure

1. Introduction

Volt Solar Australia is committed to delivering high-quality solar energy solutions while ensuring consumer satisfaction. Our complaint handling and warranty claim process align with the New Energy Tech Consumer Code to provide fair, transparent, and timely resolution of consumer concerns.

2. Definition of a Complaint

A complaint is any expression of dissatisfaction made to Volt Solar Australia by a consumer regarding our products, services, sales process, warranties, manufacturer services, or customer service.

3. Lodging a Complaint

Consumers can submit complaints through the following channels:

• Email: admin@voltsolaraustralia.com

• Phone: [03 7044 1912]

• Postal Mail: 24 Tulsi Av, Werribee, Victoria

4. Acknowledgment of Complaints

• All complaints will be acknowledged within two (2) business days of receipt.

5. Investigation and Resolution Process

• The complaint will be logged in our complaint register and assigned to a dedicated complaint handler.

• We will investigate the complaint and gather relevant information from internal records, installers, or third parties if necessary.

• We will aim to resolve complaints within 15 business days. If additional time is required, the consumer will be notified with reasons and an expected resolution date.

• If the issue involves a warranty claim, we will process the claim as per our warranty policy and the Australian Consumer Law.

• For manufacturer-related service complaints, we will liaise with the manufacturer or relevant service provider to ensure a timely resolution. Consumers will be kept informed about the progress of such complaints.

• If a product defect or safety issue is identified, we will offer repair, replacement, or reasonable compensation as per the warranty terms and consumer rights.

6. Warranty Terms & Conditions

6.1 Standard Manufacturer Warranty

• All products sold and installed by Volt Solar Australia are covered by a manufacturer’s warranty, which includes repair or replacement of defective components.

• The duration of the manufacturer’s warranty varies by product and will be explicitly stated in the quote in the datasheet of the products or manufacturer’s website.

• Manufacturer warranties do not cover damages due to misuse, unauthorized repairs, external events beyond human control (e.g., extreme weather conditions), or normal wear and tear.

6.2 Volt Solar Australia Workmanship Warranty

• We provide a minimum 5-year workmanship warranty on all installations.

• This warranty covers installation defects or errors and ensures compliance with Australian Standards.

• If an issue arises due to improper installation, we will rectify it at no cost to the consumer.

6.3 Warranty Claim Process

• Consumers must submit warranty claims via email or phone, providing proof of purchase and a description of the issue.

• We will assess the claim within 10 business days and coordinate with the manufacturer if necessary.

• If the claim is valid, we will facilitate repairs, replacements, or compensation based on the terms of the warranty.

• If a claim is denied, the consumer will receive a written explanation detailing the reason for rejection and available escalation options.

7. Consumer Updates

• Consumers will be regularly updated on the progress of their complaint, with at least one update every five (5) business days until resolution.

8. Resolution and Closure

• If the complaint is resolved satisfactorily, a final response will be provided, detailing the resolution and any corrective actions taken.

• If the consumer is not satisfied with the resolution, they can escalate the complaint to an external dispute resolution scheme.

9. Escalation to External Bodies

If a consumer is dissatisfied with our resolution, they may contact:

• Ombudsman Schemes: [Relevant State or Territory Energy Ombudsman]

• Australian Consumer Law Regulators: [State Consumer Affairs or Fair Trading Body]

• New Energy Tech Consumer Code Administrator

10. Record-Keeping and Continuous Improvement

• All complaints and their resolutions will be recorded and retained for a minimum of three (3) years.

• Regular reviews of complaints will be conducted to identify trends and improve service quality.

• Staff training will be conducted periodically to enhance complaint resolution effectiveness.

11. Commitment to Fairness and Transparency

Volt Solar Australia is dedicated to treating all consumer complaints with fairness, transparency, and efficiency, ensuring compliance with industry standards and consumer protection laws.

Volt Solar Australia Office Number: 0468 577 875

Email: admin@voltsolar.com.au

Website: www.voltsolar.com.au
Consumer Affairs Victoria: 1300 558 181