Name: LocalBusiness
Brand: Helcro Solar
Rating: 5 (90 reviews)

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).

   
     
  5.0 90 reviews 
 
  
        
   Helcro Solar
   5.090 Google reviews 
 
 
 
        Posted on Google  
   
   TRELOS Gamias 
 
 
 
 Trustindex verifies that the original source of the review is Google.  Helcro Solar have a special talent for honesty, integrity and a rare quality these days helping the customer achieve what they want! Gabriel was outstanding and everybody at Helcro that follows included as a Family! The customer service is second to none, knowledge and the after support is extroadinary! Extremely highly recommended for proven brilliance in honesty and pure knowledge of the industry and products! BILLY
  
 
 
      Posted on Google  
   
   Chris Hare 
 
 
 
 Trustindex verifies that the original source of the review is Google.  ALL aspects of my experience with Helcro Solar have been 5 Star, right from the initial contact regarding a quote. I must also add there was NEVER any pressure from the Sales Team, infact we got a quote and never actioned our committment until a couple of months later due to juggling finances.
The quote was very easy to understand and Grant helped to recommend an installation to suit our desires.
The install was completed by Hristian and his Team and i cannot speak highly enough of these guys. They were all very friendly, happy to answer any questions, did an AMAZING job on the install. All my wiring is concealed. All work areas were left cleaner after installation than they were before.
Once again i can't speak highly enough of the whole process.......and it might sound strange but i'm looking forward to receiving my first electricity bill, not that i think it will be uch at all.
Top Notch.
Thanks heaps
Chris Hare
  
 
 
      Posted on Google  
   
   Andy M 
 
 
 
 Trustindex verifies that the original source of the review is Google.  Thank you so much for everything. From Gabriel in sales all the way to the installation team and after instal sales support. Couldn’t have gotten a better experience, highly recommend. And thank you Ben, you made everything so much easier for me. 5 stars!!! ⭐️⭐️⭐️⭐️⭐️
  
 
 
      Posted on Google  
   
   Martin Hopley 
 
 
 
 Trustindex verifies that the original source of the review is Google.  11.4kW Solar system with 24.96kWh battery storage
Jinko Solar Tiger Neo III and GoodWe GW8.3-BAT-D-G20

After much research I went with Helcro Solar, and I am so glad I did. From the start they have been amazing, and the system was installed in a day and 1/2 - including removal of the old solar.

6 stars :)
  
 
 
      Posted on Google  
   
   Jayden Lind 
 
 
 
 Trustindex verifies that the original source of the review is Google.  Perfect install
  
 
 
      Posted on Google  
   
   Ross Davies 
 
 
 
 Trustindex verifies that the original source of the review is Google.  I've recently had a Solar Battery, 3-phase Gateway, EV DC Charger  installed at home, to complement an existing PV array and 3-phase Fronius inverter.  I obtained quotes from three companies for equipment supply and installation.  But to assist others going down this path, I have to say ... do yourself a favour and contact Helcro Solar! Everything about Helcro Solar is high class, in a Solar industry dotted with potholes.  Their quoting, information support, communication and process timeline were excellent.  And above all, the installation was seamless and expertly tailored to suit my specific needs.  Attention to detail and aesthetics was first class.  I think I set a high bar, but my expectations were exceeded.  Well done, Helcro Solar!
  
 
 
      Posted on Google  
   
   Will Hone 
 
 
 
 Trustindex verifies that the original source of the review is Google.  Installing a battery is a long, long way from my wheelhouse, but my experience with Helcro Solar has made every step of the way assured. They did so much more than install a unit on the side of our house - beyond the advice on the choices before us (a minefield of decisions and personal uncertainty), they ensured we knew how to run the machine, and get the most from our investment.
This has involved them coming out to our house after installation to make sure I knew how to work the program/app/web-page, and again to help troubleshoot some teething issues.
With Helcro I have never felt alone - their aftermarket service is extraordinary, and I can't possibly finish without mentioning Patrick and Vanessa, both of whom have gone above and beyond to make sure that our battery is running smoothly, and that we understand its operation.
I cannot more highly recommend Helcro Solar. They are superb.
  
 
 
      Posted on Google  
   
   David Thomas 
 
 
 
 Trustindex verifies that the original source of the review is Google.  Highly recommend Helcro Solar! They offer exceptional value for money, premium hardware, and superior customer service.Our upgrade was a complex job adding Jinko 475W panels and a GoodWe all-in-one battery/inverter system into our existing setup. Helcro Solar handled the integration seamlessly. Their thorough pre-site planning mapped out the system size and blackout assurance perfectly, meaning there were zero hidden or unexpected costs.From the flexible sales process to the punctual, neat, and professional installation crew, the company's execution was flawless. They provided a comprehensive system handover and excellent after-sales support. A highly reliable company!
  
 
 
      Posted on Google  
   
   Grant Daw 
 
 
 
 Trustindex verifies that the original source of the review is Google.  Exceptionally high level of customer support and advice on how to get the best out of my solar and battery setup.  Totally recommend Helcro Solar
  
 
 
      Posted on Google  
   
   Maria Garcia de la Banda 
 
 
 
 Trustindex verifies that the original source of the review is Google.  After receiving several quotes for solar panels and a battery for our house, we decided to go with HelcroSolar based on how well they engaged with us during the entire process and on their reasonable price (not the cheapest, but what we thought was the best value). And we were super impressed with their installation. It was all done in one day, they left everything tidy, and explained the operation of the entire system. But what impressed me the most was that when I complained about the battery not being connected to the under-floor system (something I had requested but did not seem to be in the installer's instructions), they listened politely, contacted their home office, resolved the misunderstanding, and acted by preparing the change and ensuring the necessary person came the next day to make the final modification. It was all super easy and I am extremely happy with the result (it has already been working for more than 2 months). Highly recommended.

Solar Installation Complaints Handling Procedure