At VIC Solar Systems, we are committed to resolving customer feedback promptly and effectively.
1. Commitment to Resolution
We are dedicated to resolving customer complaints in a timely manner, ensuring that every concern is addressed. While some issues may take precedence, we prioritize complaints related to solar system performance, service quality, installer conduct, and sales consultant matters.
2. Complaint Procedure
Collection of Customer Details:
When a complaint is received, we collect necessary customer details, including name, phone number, alternative email addresses, and specific information about the grievance.
Required Information for Complaints:
Complaints should include supporting information such as warranty breaches related to components or installations, along with relevant documentation proving the purchase and contact details.
Initial Response:
We aim to identify the issue within 5 business days. For urgent complaints, please direct them to the Administration Manager with the subject line “Priority Complaint” to receive a response within 24 business hours.
Resolution Process:
For solar system functionality issues, we will dispatch an electrician within 36-48 hours to assess the problem. We strive to resolve all complaints promptly, and if further investigation is required, we aim to resolve the issue within 30 business days, providing updates every 5 business days.
Escalation Process:
If a complaint remains unresolved, it will be escalated to higher authorities based on the issue’s nature, with a commitment to resolution within 14 working days. Any delays will be communicated, and a new timeframe will be provided.
External Resolution Options:
If customers are dissatisfied with the resolution process, they can contact relevant authorities such as Fair Trading or the Clean Energy Council (CEC) or NETCC Council for further assistance. Contact details for VIC Solar Systems and relevant authorities are listed below.
VIC Solar Office Number: 0452 601 282
Email: admin@vicsolarsystem.com.au
Website:https://vicsolarsystems.com.au/