How to raise a concern with us, what happens next, and what to do if you're not satisfied with the outcome.
This applies to any concern about our products, services, staff or conduct — including anything related to a residential or commercial solar, battery storage or EV charging system we've designed, supplied or arranged installation of.
You can raise a complaint free of charge, in plain language — you don't need to use formal or technical terms.
Every complaint is handled fairly, objectively and confidentially, and you won't be disadvantaged for raising a genuine concern.
Tell us your name, contact details, what happened, and the outcome you're looking for. If you have any relevant documents — your contract, an invoice, photos — include those too; it helps us resolve things faster.
We'll acknowledge your complaint within 2 business days and give you a reference to track it.
We'll review what happened — which may include contacting you for more information and, where relevant, speaking with the installation partner involved.
We aim to respond within 20 business days. If your complaint is complex and needs more time, we'll tell you why and give you an updated timeframe.
We'll explain our decision in writing, including the reasons for it and any remedy offered, consistent with your rights under the Australian Consumer Law.
If you're not happy with how your complaint was handled, you can ask for it to be reviewed directly by the business owner, Ian Eman, who will reconsider the matter personally.
If the matter still isn't resolved, you can also raise it with:
We keep a record of every complaint, how it was resolved, and how long it took, and review complaint trends periodically to fix recurring issues in how we design, supply or communicate about our systems.
Get in touch directly — we'll respond personally.