Complaints Handling Policy

At ReliEnergy Pty Ltd, we strive to exceed customer expectations by delivering exceptional solar installation services, supported by professional and transparent communication. We recognize that issues or concerns may occasionally arise, and we are fully committed to handling such situations with the utmost integrity, respect, and efficiency.

This Complaints Handling Policy outlines our principles and procedures for receiving, investigating, and resolving customer complaints in a structured, consistent, and timely manner. Our aim is to foster trust with our customers by maintaining a clear, fair, and accessible process for addressing any dissatisfaction related to our products, services, or business practices.

This policy applies to all customers who have engaged in services provided by ReliEnergy Pty Ltd. It covers complaints related to:

• The quality of our solar installation work.

• The functionality and performance of our products.

• Billing and invoicing discrepancies.

• Conduct or professionalism of our staff.

• Any other aspect of our operations or customer service that may not meet customer expectations.

For the purposes of this policy, a complaint is any expression of dissatisfaction, whether formal or informal, regarding ReliEnergy Pty Ltd’s products, services, staff, or practices, where a response or resolution is expected by the customer. Complaints may be submitted in writing or verbally, depending on the customer’s preference.

Customers who wish to file a complaint can do so through one of the following methods:

• Phone: Call 0431 548 660, available Monday to Friday from 9:00 AM to 5:00 PM. Our representatives will log and escalate the complaint as necessary.

• Email: Send an email to support@relienergy.com.au with “Customer Complaint”as the subject line.                                                                                 

Details Required for Lodging a Complaint

To facilitate the swift handling of your complaint, please provide:

• Full name and contact details (phone number, email, or mailing address).

• A clear and detailed description of the issue, including any relevant dates, times, and locations.

• Copies of any documents or evidence that relate to the issue.

• Your expectations or preferred outcome regarding the resolution of your complaint.

We are committed to managing all complaints in a fair, timely and professional manner. Our complaint resolution process is outlined below.

Step 1 – Acknowledgement of Receipt

Upon receiving your complaint, we will acknowledge receipt as soon as practicable and advise you of the anticipated timeframe for responding. Your complaint will be recorded in our complaints register and assigned to an appropriate member of our team.

Step 2 – Assessment and Investigation

We will assess and investigate your complaint. Where necessary, we may request additional information, review relevant project documentation, inspect installation records, consult with manufacturers or suppliers, or arrange a site inspection to assist in resolving the matter.

Step 3 – Initial Response

Within fifteen (15) Business Days of receiving your complaint, we will either provide a response to your complaint or, where additional time is reasonably required, keep you informed of the progress of the investigation and the anticipated timeframe for resolution.

Step 4 – Final Response

We aim to resolve complaints as promptly as reasonably practicable. A final response will normally be provided within twenty-five (25) Business Days of receiving your complaint, unless a longer period is agreed with you or is reasonably required due to the complexity of the matter or circumstances beyond our reasonable control. If you are not satisfied with the outcome, your complaint may be escalated in accordance with our Complaints Handling Procedure.

If you are not satisfied with the resolution provided, you may request an escalation by contacting our Customer Service Manager. Please direct escalated complaints to escalation@relienergy.com.au quoting your reference number. We are committed to reassessing the situation and performing a secondary review with a senior member of our team to ensure a fair and comprehensive outcome.

All complaints and their resolutions are documented in our secure customer service system. Records will be retained for a minimum of five years to facilitate ongoing monitoring, compliance with regulatory standards, and continuous improvement of our services.

ReliEnergy Pty Ltd is committed to handling all complaints with the highest degree of confidentiality. Customer information will be handled in accordance with our Privacy Policy and applicable data protection laws. All employees involved in the complaints process are required to respect the confidentiality of customers and refrain from disclosing any personal information beyond what is necessary to resolve the complaint.

We view each complaint as a valuable source of feedback that can help us identify areas for improvement. Complaints and resolutions are periodically reviewed to assess patterns or trends that may require further action or adjustment in our processes. This proactive approach helps ensure that our commitment to quality and customer satisfaction remains consistently high.

This policy will be reviewed annually to ensure that it aligns with industry standards, regulatory requirements, and ReliEnergy Pty Ltd’s commitment to excellence in customer service. Any changes will be communicated to customers through our website and other relevant channels.