Complaints Handeling Procedure

1. Purpose and Commitment

We are committed to delivering high-quality solar solutions and customer service. If you are dissatisfied with any aspect of our products, services, or interactions, we encourage you to lodge a complaint so we can resolve the issue promptly and improve our processes.

This procedure ensures compliance with the New Energy Tech Consumer Code and Australian Standard AS ISO 10002-2018, and is designed to provide a fair, timely, and transparent resolution for all customer complaints.

2. Definition of a Complaint

A complaint is any expression of dissatisfaction made to us about our products, services, staff, contractors, or the way we have handled a previous complaint.

3. How to Lodge a Complaint

You can submit a complaint through any of the following channels:

• Phone: 02 6689 1430, ext 887 – note this will go to voicemail
• Email: complaints@rpc.com.au
• In writing: 1 Alternative Way, Nimbin NSW 2480
• In person: At our office at 1 Alternative Way, Nimbin NSW 2480

When lodging a complaint, please provide:

• Your name and contact details including email address
• Installation address and date (if applicable)
• Agreement, contract details, or receipt
• A clear description of the issue, including relevant dates and supporting evidence
• Steps you have already taken to resolve the issue (if any).

4. Complaints Handling Process

A. Acknowledgement

• We will acknowledge receipt of your complaint as soon as possible, usually within 1–2 business days.

B. Registration and Tracking

• Your complaint will be logged in our complaints register and assigned a unique case number for tracking.
• A dedicated staff member or manager will be assigned to handle your case.
• These details will be communicated to you.

C. Assessment and Investigation

• We aim to resolve straightforward complaints immediately where possible.
• If further investigation is required:
  • We will contact you within 5 business days to advise on the process and expected resolution timeframe.
  • We will keep you updated on progress via email, phone or via post.

D. Resolution Timeframes

• Minor issues: Response and resolution within 7 business days.
• Standard complaints: Aim to resolve within 15–20 business days.
• Complex cases: If more time is needed, we will inform you of the reasons and provide updates. All complaints will be resolved within 45 days unless otherwise agreed.

E. Communication

• You will receive regular updates on the status of your complaint via email, phone or via post (in that order of preference). 
• Once a decision or resolution is reached, we will communicate the outcome and any remedies offered (e.g., repair, replacement, refund, compensation) in writing via email or post.

F. Remedies

Depending on the outcome, remedies may include:

• Repairs or rework
• Replacement of faulty components
• Refunds or compensation
• Apology and corrective action

All remedies are subject to the terms and conditions of your contract and relevant consumer guarantees under Australian Consumer Law.

G. Escalation

• If you are dissatisfied with our response, you may request escalation to a senior manager or company director if you’ve already engaged with the CEO for further review.
• If you remain unsatisfied, we will provide information on external dispute resolution options, including:
  • State or Territory Fair Trading or Consumer Affairs offices
  • Clean Energy Council
  • Australian Competition & Consumer Commission (ACCC)
  • Industry Ombudsman (where applicable).

5. Record Keeping and Continuous Improvement

• All complaints and their outcomes are recorded and reviewed to identify trends and implement improvements to our products, services, and processes.
• Staff receive regular training on complaint handling and customer service.

6. Privacy

• Your privacy will be respected throughout the complaints process. Personal information will only be used for the purpose of resolving your complaint and in accordance with privacy laws.

Contact Details for External Escalation (examples):