Our Complaint Handling Procedure
1. Initial Resolution
We aim to resolve complaints as soon as they are raised.
If further investigation is required, we will inform you within five (5) business days, outlining the actions being taken.
2. Timely Communication
Our standard resolution timeframe is within twenty (20) business days.
For more complex matters that require additional time, we will explain the reasons for the delay and keep you regularly informed of progress.
3. Escalation Process
If you are not satisfied with the outcome, your complaint will be escalated to senior management to ensure a fair and thorough review.
4. Ongoing Updates
You will receive regular updates via phone or email throughout the investigation to ensure transparency and clarity regarding the status of your complaint.
Important Notice Regarding Complaint Submission
To help us resolve your issue as quickly and accurately as possible, we kindly request that you complete all fields in the complaint form, especially those marked with a red asterisk (*), which are mandatory.
These details are essential for us to:
- Identify the specific nature of the problem,
- Determine whether the issue relates to manufacturing, plumbing, electrical work, or installation, and
- Assign the appropriate team for resolution.
Incomplete or missing information can cause delays in diagnosing the root cause and taking corrective action. Your cooperation in providing full and accurate details ensures that we can address your concern efficiently and deliver a timely resolution.
Should you need assistance in completing the form, our support team is here to help. Thank you for your understanding and for helping us serve you better.
Resources
- Downloads – Access user manuals & datasheets
- FAQs – Find solutions to common issues
Check your inverter display for any error messages or red lights. Also, check your monitoring app for performance alerts. If you see any issues or are unsure, please contact our support team immediately.
Each inverter brand has different error codes. Please take a photo of the error screen and send it to our support email or call us — we’ll guide you step by step or arrange a service visit if needed.
Most standard solar systems shut down during outages for safety reasons. If you have a battery with backup capability, essential circuits will stay powered. Please refer to your system handover guide or contact us to confirm your setup.
Please contact manufacturer's support team immediately.They'll run a remote diagnostic (if monitoring is enabled) or schedule a technician visit to inspect your battery system.
No — batteries are designed to operate safely. However, if you have concerns, please contact our support team for advice specific to your system.
Check the power supply, circuit breakers, and ensure the system is switched on. If the problem persists, please call our support team — we can help troubleshoot or send a technician if needed.
First, check your filters and remote settings. If the issue continues, please reach out to us — our technicians are trained to support all major aircon brands we install.
Contact us directly with your system details and proof of purchase. We handle the warranty claim process with manufacturers on your behalf.
Yes! We offer scheduled maintenance checks for solar, batteries, heat pumps, and aircons to ensure optimal performance. Contact us to book your service at an extra cost. Do check availability with our service team.
You should have received login details during handover. If you've forgotten them or can’t log in, please contact us — we can reset your access.
Email us at admin@voltsolar.com.au or call our office. We’ll securely update your records.
