Complaints Handling Procedure
At Billabong Solar, we are dedicated to providing the highest quality renewable energy products and customer service. If you have an inquiry or complaint, we handle every issue with transparency, fairness, and prompt responsiveness.
NETCC Approved Solar Seller Commitment
A NETCC approved solar seller is a business that follows the New Energy Tech Consumer Code, which sets high standards for honest sales, clear contracts, and consumer protection in Australia.
Our Complaints Handling Process
Consumer Notification & Guidance
All staff and consumers of Billabong Solar will be advised with each step and actions involved in the handling of each complaint.
CRM Logging & Administrative Review
All complaints received via email, call, or website from consumers are recorded in our CRM on a regular basis and reviewed immediately by our administration team.
Contact Within 24 Hours
All complainants are contacted by a member of the administration department within 24 hours of receipt of the complaint, and shall be advised with the tentative time frame required for resolution of the issue depending on the degree of the issue.
Investigation Initiated Within 48 Hours
All new complaints are actioned, and technical or administrative investigations will begin within 48 hours of receipt of the complaint by all possible means.
Resolution Within 21 to 45 Days
The feedback of outcome of complaints are provided to the consumer within 21 days of receipt. In circumstances where additional time is required: (i) Consumers are informed of the need for more time to complete the investigation. (ii) The investigation will be completed within 45 days of receipt of the complaint.
Independent Arbitrating Bodies
If a consumer is dissatisfied with the outcome of a complaint, the consumer can contact the following independent arbitrating bodies:
The Energy Ombudsman (EWOV)
Independent dispute resolution service for Victorian energy consumers.
Phone: 1800 500 509
Website: www.ewov.com.au/contact
Australian Consumer Affairs (ACCC)
National consumer protection and fair trading commission under Australian Consumer Law.
Phone: 1300 302 502
Website: www.accc.gov.au/contact-us
How to Lodge a Complaint with Billabong Solar
Head Office
Suite 029 Waterman Caribbean Park
44 Lakeview Drive, Scoresby VIC 3179
Gippsland Office
34-38 MacFarlane Street
Heyfield, Victoria 3858
Mon - Fri: 8:00 AM – 6:00 PM
Disclaimer
Please note that the views expressed on this website are that of Billabong Solar only. This may not reflect the views of others in the market, and these views may not be applicable to all residents of Australia or in other countries. None of the material utilised here may be reproduced, quoted or discussed by any third party without the written consent from Billabong Solar. Doing so is a violation of Copyright permissions and will be treated as such. While every effort has been taken to ensure the accuracy of the content is maintained, errors may have crept into it. Billabong Solar is happy to receive all criticism and corrective comments by email at info@billabongsolar.com.au.