Standard Complaints and

Dispute Resolution Procedure

Solar Bay and its subsidiaries strive to provide an easy and efficient service to you. In the unlikely event, we may not have delivered this service to a satisfactory level, as you would have liked, we welcome your feedback to improve our service to you.

If you’re unhappy with the services offered by Solar Bay, contact us and we’ll address your concerns promptly and fairly. We will make reasonable endeavours to resolve the dispute.

Solar Bay’s Commitment

Solar Bay’s commitment to you covers the following aspects:

  • We recognise our customers have a right to raise a concern.  
  • We will resolve any issues customers may have with our products or services in an effective, respectful and professional manner.
  • We strive for the continual improvement of the quality of our products and services.

To demonstrate this commitment we will:

  • Provide adequate resources, including appropriately trained and qualified personnel, to enable us to manage your complaints efficiently and effectively.
  • Address each complaint in an equitable, objective and unbiased manner, with a view to a fair and reasonable outcome.
  • Respond quickly to any complaints in a professional, courteous and fair manner.
  • Endeavour to resolve all concerns at the customer’s initial contact.
  • Keep customers informed on the progress of their complaint (by telephone or in writing) until the matter is resolved.
  • Provide clear and informative responses to complaints.
  • Advise customers of their right to escalate complaints to more senior staff withinSolar Bay, or if the issue is still not resolved and if applicable, to the energy Ombudsman (if applicable, or any other relevant external dispute resolution body in which the customer is located), and by providing contact details where requested.
  • Respect our customers’ privacy, and the need to keep personal information confidential.
  • Record, monitor and review complaints in order to identify any trends, and take appropriate steps to rectify potential problems.

Procedure to lodge a complaint

Please abide by the following procedures to ensure your complaint is handled effectively.

If you would like to lodge a complaint with Solar Bay, please contact us on 1300 452 285. Team members receiving these enquiries are trained in the effective handling and resolution of disputes.

If you need an interpreter, call TIS National on 131 450.

Alternatively, you can submit your complaint in writing by:

Post: Level 1, 312-314 New South Head Rd, Double Bay, 2028, NSW

Email: info@solarbay.com.au

Solar Bay aims to resolve all written complaints promptly. All complaints will be acknowledged within five business days of submission together with an estimation of the time frame for resolving the complaint based on its complexity.

If a complaint remains unresolved on the first contact (whether by phone or in writing), or beyond what you consider is a reasonable time frame you may request that it be escalated to our Managing Director.

Escalation of complaints

Solar Bay seeks to resolve any complaints directly but if, after a period of time, the complaint remains unresolved, you may escalate your matter externally. You can request that it be referred for mediation to the Resolution Institute, Australia, or any successor body. If this occurs then both you and Solar Bay must agree to abide by the mediation rules of the Resolution Institute, or successor body. In New South Wales, customers can contact the Energy and Water Ombudsman NSW if they are unable to resolve an issue with their energy seller on 1800 246 545 or at www.ewon.com.au Note: In all other states and territories, energy customers in embedded networks can only contact their ombudsman if they buy their energy from an authorised retailer.

Customer Privacy

Solar Bay respects your right to privacy and confidentiality throughout the complaints and disputes resolution procedure. All personal information is treated by Solar Bay in a way that is consistent with its obligations under the Privacy Act. We will always maintain the confidentiality of your personal information. A copy of Solar Bay’s Privacy Policy is available on request and is published on our website.

Policy Updates

Please note that this Policy may be updated from time to time to keep abreast of regulatory changes or common practice. All changes will be published on the Solar Bay’s website.

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