Complaints Procedure

Complaints Handling Procedure

• • • All the staff, and consumers of Billabong Solar will be advised with each step and actions involved in handling of each complaints.
    • All the complaints received via email, call, or website, from the consumers are recorded on our CRM, on a regular basis, reviewed by the admin team.
    • All the complainants are contacted by a member of 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.
    • All the new complaints are actioned, and investigation will begin within 48 hours of receipt of complaint by possible ways.
    • The feedback of outcome of complaints are provided to the consumer within 21 days of receipt. In circumstances of 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.
    • If a consumer is dissatisfied with the outcome of a complaint, the consumer can contact the following independent arbitrating bodies:
      (i) The Energy Ombudsman-https://www.ewov.com.au/contact Phone: 1800 500 509
      (ii) Australian Consumer Affairs (ACCC) – https://www.accc.gov.au/contact-us Phone: 1300 302 502