Complaint Handling Procedure

At SunSkySolar, our utmost priority is ensuring customer satisfaction and surpassing expectations. We highly value and welcome feedback from our customers, and our dedication lies in promptly addressing and resolving any concerns they may have. In the unlikely event that a customer needs to raise a complaint, we have a well-defined procedure in place to ensure efficient handling and resolution of the matter. Rest assured, we are committed to resolving any issues at the earliest to ensure your utmost satisfaction.

Making a complaint

• Email info@sunskysolar.net.au
• Mail: 28 Katoora Street, Truganina, VIC 3029
• Phone: +61 (04) 3691 2033
• Online: https://sunskysolar.net.au/contact

How we handle complaints

1. Any complaints received from our valued customers via email, phone, post, or our website are meticulously recorded in our system and undergo regular review by our dedicated customer support team. We maintain comprehensive records of all complaints for a duration of five years.
2. To facilitate the complaint resolution process, we kindly request customers to provide the following details when submitting a complaint:
   • Full name and contact information
   • Detailed description of the nature of the complaint
   • Any supporting evidence related to the complaint
   • Desired resolution or outcome
3. Once a complaint is received, our diligent customer support team will reach out to the complainant within five business days to acknowledge receipt and provide an estimate of the expected timeframe for resolving the issue.
4. Throughout the investigation, we will keep the customer informed of progress and steps being taken to address the matter via regular calls and emails.
5. A response regarding the investigation's outcome will be communicated to the customer within 21 days of receiving the complaint.
6. In the event of complex issues or unforeseen delays in completing the investigation, we will promptly contact the customer, explaining the reasons for any delays. Rest assured, we will strive to conclude the investigation within 45 days of receiving the complaint.
7. While we aim to resolve complaints through our internal procedures, if a customer remains dissatisfied with the resolution provided, they have the option to escalate the matter to independent authorities:
   • Clean Energy Council: 03 9929 4141
   • Consumer Affairs Victoria: 1300 55 81 81