We are committed to providing high-quality products and services while ensuring all customers are treated fairly, respectfully, and in accordance with the New Energy Tech Consumer Code (NETCC), Australian Consumer Law (ACL), Solar Victoria requirements, and Victorian Energy Upgrades (VEU) obligations.
This Complaint Handling Policy establishes a clear, fair, transparent, and timely process for receiving, managing, investigating, resolving, and monitoring customer complaints.
2. Definitions
Complaint means any expression of dissatisfaction regarding products, services, sales conduct, staff behaviour, installation quality, rebates, warranties, pricing, documentation, finance discussions, or compliance matters where a response or resolution is expected.
Customer means any residential, commercial, or industrial consumer who has engaged, inquired, contracted, or received services fromAussie LED & Solar
NETCC means the New Energy Tech Consumer Code.ACL means Australian Consumer Law under Schedule 2 of the Competition and Consumer Act 2010 (Cth).
Resolution means the outcome provided to address a complaint, including clarification, rectification, repair, replacement, refund, compensation, apology, or other corrective action.
3. . Our Commitment
acknowledge complaints within 2 business days where possible
aim to resolve complaints as soon as reasonably practicable, generally within 20 business days
investigate complaints fairly, objectively, and transparently
keep customers informed throughout the process
provide clear written outcomes
ensure no customer is disadvantaged for making a complaint
provide additional support for vulnerable customers where required
maintain records for compliance and continuous i mprovement
4. Complaint Responsibility
The Director / Compliance Manager is responsible for overseeing complaint handling, investigation, resolution, escalation, and regulatory compliance.
All staff and contractors are required to cooperate fully and complete complaint handling training as part of compliance obligations
All complaints will be acknowledged promptly and generally within 2 business days.
Step 2 — Assessment and Investigation
We will
review the issue raised
examine relevant documents and records
speak with staff, installers, and subcontractors
conduct site inspections where required
assess obligations under NETCC, ACL, Solar Victoria, and VEU
Step 3 — Resolution
Possible resolutions may include:
clarification of misunderstanding
correction of documentation
repair or rectification works
replacement of faulty products
warranty support
refund or partial refund
compensation where appropriate
formal apology
staff retraining or process improvement
Customers will receive the resolution outcome in writing.
Step 4 — Escalation
If the customer is not satisfied, the complaint will be escalated to senior management for further review.
Customers are not required to wait indefinitely and may seek independent external dispute resolution if internal resolution is delayed or unsatisfactory.
Administrator for New Energy Tech Consumer Code info@newenergytech.org.au 03 99294195
8. Refunds and Warranties
Refunds and remedies are assessed inaccordance with:
Australian Consumer Law
manufacturer warranties
customer contracts
NETCC obligations
Solar Victoria requirements
Where there is a major failure, customers may be entitled to a refund, replacement, or compensation.
Where there is a minor failure, we will first seek to repair or rectify the issue within a reasonable timeframe.
9. Privacy and Confidentiality
All complaints are handled confidentially and in accordance with the Privacy Act 1988 (Cth).Customer information will only beused for complaint resolution, compliance obligations, and regulatory reporting where required.
10. Record Keeping
We maintain records including:
complaint details
nvestigation notes
communications
supporting documents
final resolution
corrective actions implemented
11. Continuous Improvement
Complaint trends are reviewed regularly to:
improve customer experience
strengthen compliance systems
improve installer performance
improve documentation and quoting standards
reduce repeat issues
support NETCC and VEU compliance
About Us
AUSSIE LED & SOLAR PTY LTD/FREE LED SOLUTIONS is an Australian based business which was established in 2012. We have helped thousands of households and businesses cut their greenhouse gas emissions and save money. Based in Victoria (VIC) AUSSIE LED & SOLAR PTY LTD is associated with Accredited companies which are authorized under the VIC Government’s Victorian Energy Upgrades (VEU) scheme.