Complaints Handling Procedure
iSolar Elec | ABN: 88 669 197 148
NETCC Approved Seller
We are committed to resolving complaints fairly, promptly, and professionally. If you are not satisfied with any aspect of our products or services, we want to hear from you.
1. How to Lodge a Complaint
You can submit a complaint through any of the following channels:
- Email: info@isolarelec.com.au
- Phone: 1300 031 042 (Mon–Fri 8am–5pm)
- Mail: iSolar Elec, Sydney NSW (contact us by email or phone for postal address)
To help us resolve your complaint quickly, please include:
- Your full name and contact details
- Your installation address
- A clear description of your complaint
- Any relevant documentation, photos, or invoice numbers
- What outcome you are seeking
2. Our Response Timeframes
- Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
- Response — 15 business days: We aim to provide you with a response to your complaint within 15 business days of receipt. If we are unable to provide a final response by 15 business days, we will contact you before that deadline and provide an update on the progress of your complaint.
- Final response — 25 business days: We will provide you with a final response to your complaint within 25 business days of receipt, unless both parties have agreed in writing to a further extension of time.
3. Our Complaints Process
- Receive: We acknowledge your complaint and assign it to a team member.
- Investigate: We review all relevant information, documentation, and circumstances.
- Respond: We provide you with our findings and proposed resolution within the timeframes above.
- Resolve: Where your complaint is upheld, we will take appropriate corrective action including repair, replacement, or refund as applicable.
- Follow up: We may follow up to confirm the resolution was satisfactory.
4. Escalation Options
If you are not satisfied with our response, or we have not resolved your complaint within the timeframes above, you have the right to escalate your complaint to the following independent external bodies at no cost to you:
Energy & Water Ombudsman NSW
Independent dispute resolution for energy-related complaints in NSW. Free service.
- Website: www.ewon.com.au
- Phone: 1800 246 545 (free call)
NSW Fair Trading (Consumer Affairs)
State government body for consumer protection and dispute resolution.
- Website: www.fairtrading.nsw.gov.au
- Phone: 13 32 20
NETCC Administrator
Administrator of the New Energy Tech Consumer Code (NETCC). iSolar Elec is a NETCC Approved Seller.
- Website: www.netcc.com.au
- Phone: 1300 721 420
Australian Consumer Law Rights:
Your rights under the Australian Consumer Law are not affected by this complaints procedure. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. If you believe your complaint has been unfairly handled, you can contact the ACCC or your state consumer affairs body at any time.