Solar Installation Complaints Handling Procedure

At Helcro Solar we aim to deliver the highest level of customer service. Should you experience any issues relating to the installation of one of our systems then please contact us immediately so that we can rectify the issue as soon as possible.

Specified below is our process for handling customer complaints.

Making a complaint:

Helcro Solar is bound by the CEC Solar Retailer Code of Conduct and complies with this Code and also the Australian Standard on Complaints Handling (AS ISO 10002-2018).

To ensure that your complaint is handled effectively, we ask that you give us a call on 1300 435 276 or send your complaint to info@helcrosolar.com.au. Alternatively, you can submit your
complaint in writing to: 7/37 Keilor Park Drive, Keilor Park VIC 3042.

When lodging a complaint, we ask that you supply us with the following information:

• Your Helcro Solar project number
• Your name and contact details
• Any name(s) of person(s) you have been dealing with
• The nature of your complaint (please include as much information as possible)
• Details of any steps you have already taken to resolve the complaint
• Details of any conversations you have had with the relevant people in relation to complaint
• The remedy requested
• Copies of any evidence that supports your complaint

Our complaints procedure:

Our objective is to resolve all complaints in a timely manner and to the satisfaction of our customers.

We contact our customers within 4 working days upon receiving a complaint, and we endeavour to resolve a customer complaint within 20 working days after its lodgement.

Should there be an instance where we are unable to resolve the complaint as per the time period specified above, then we will be in regular contact with that customer; giving updates on how the complaint is being processed.

Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

External escalation of complaints:

Helcro Solar seeks to resolve any complaints directly, however, in the event that 1) you are not satisfied with the outcome provided by us, or 2) your complaint remains unresolved, you may escalate your matter externally with an independent authority

Consumer Affairs Victoria:

Phone: 1300 558 181

Address: GPO Box 123, Melbourne VIC 3001

Energy and Water Ombudsman:

Phone: 1800 500 509

Address: Level 6, 111 Bourke Street, Melbourne VIC 3000

Customer privacy:

Helcro Solar respects your right to privacy and confidentiality throughout the complaints and dispute resolution procedure. All personal information collected by Helcro Solar is treated in a way that is consistent with its obligations under the Privacy Act.

A full copy of Helcro Solar’s Privacy Policy is available on request. This document is also published on our website (www.helcrosolar.com.au).