Customer Support/Complaints

Ultimate Solar Energy Complaint Handling Procedure

The following document highlights the complaint resolution strategy adopted by Ultimate Solar Energy for the rectification of any complaints lodged by a customer.

At Ultimate Solar Energy, we value the feedback of customers and escalating the complaints to resolve any issues regarding the performance of the system, Staff professionalism and installation efficiency. We believe in providing excellent customer service, however, at times complaints are lodged and we follow our standardised procedure of receiving the complaints, reviewing them and escalating them to resolution.

The following timeline is followed for efficient timely resolution of complaints;

1. We will ensure we provide an outcome within 21 days of when the complaint is made in writing.
2. If for any reason the complaint resolution isn’t going as fast as we set out to, we will make sure that we communicate the need for more time with you and resolve the complaint within 45 days of the initial complaint.
3. First point of contact for complaints will be handled be the post installation team at Ultimate Solar Energy. They will correspond with our installers if necessary and will reach you with a resolution.
4. If you are not happy with the resolution from the post installation team, we will redirect the complaint to management who will be able review and find out whether a further resolution is needed.

Ultimate Solar Energy requires the following information:

• Your Ultimate Solar Energy Project Number.
• Your name and contact details.
• The name of the person(s) you have been dealing with.
• The nature of the complaint.
• Any previous correspondence with our staff.
• Remedy requested.
• Copies of any evidence that supports your complaint.

It is highly recommended you submit your complaint in writing.

In the case that you would like to escalate the complaint outside of Ultimate Solar Energy we have listed The Clean Energy Council’s contact details below

Contact Details:

Email: [email protected]

Phone: 1300 661 388

Address: 1/50 assembly drive, Tullamarine VIC 3043

Clean Energy Council:

Phone: 03 9929 4100

Address: Level 15, 222 Exhibition Street, Melbourne VIC 3000

Australian Competition & Consumer Commission:

Phone: 1300 302 502

Address: GPO Box 520, Melbourne VIC 3001

Consumer Affairs Victoria:

Phone: 1300 558 181

Address: GPO Box 123, Melbourne VIC 3001

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