Complaints Handling Procedure for Solar Incentives

Introduction
Solar Incentives, operated by Timeless Energy Pty Ltd (ABN 22 647 048 520), is committed to providing a high level of customer service. We understand that there may be times when we do not meet our customers' expectations. This procedure outlines how we manage complaints regarding our service.

Submitting a Complaint
Complaints can be submitted through the following channels:

  • Email: [email protected]
  • Phone: 1300 013 832
  • Mail: 68/72 York St, South Melbourne VIC 3205, Australia

Please provide as much detail as possible about your complaint, including your contact information, details of any relevant interactions with solar installers, and the outcome you are seeking.

Acknowledgement of Complaint
We will acknowledge receipt of your complaint within 2 business days. Our acknowledgment will provide you with the contact details of the person handling your complaint and an expected timeframe for resolution.

Investigation Process
Your complaint will be investigated impartially with a balanced view of all information or evidence. We might need to contact you to clarify details or request additional information where necessary.

Resolution
We aim to resolve complaints within 10 business days of receipt. If we are unable to resolve the complaint within this timeframe, we will:

  • Inform you of the reasons for the delay;
  • Specify a date when a decision can be reasonably expected; and
  • Continue to update you on the progress of the complaint at regular intervals.

Response
Once we have completed our investigation, we will inform you of our decision. Our response will include:

  • An explanation of the findings;
  • Any action we have taken or will take;
  • Proposals to resolve your complaint.

Escalation
If you are not satisfied with the outcome, you can request that the complaint be reviewed at a higher level within our organization. Please let us know if you wish to escalate your complaint.

External Dispute Resolution
If you are still not satisfied after the internal review, we will provide information on how you may take your complaint to an external dispute resolution scheme, if applicable.

Recording Complaints
All complaints received will be recorded in our complaint management system to ensure complaints are resolved in a timely manner and are used for continuous improvement.

Contact Us
For any questions about our Complaints Handling Procedure, please contact us at the details provided above.