Solar Haus seeks to maintain and enhance our reputation by providing our Customer
with high quality products and services. Solar Haus values the complaints of
Customers as they assist us in improving our products, services and customer service.
Solar Haus is committed to being responsive to the needs and concerns of our
customers or potential customers and to resolving any complaints as quickly and efficiently as
possible.
Solar Haus handles customer or potential customer personal information in
accordance with Solar Haus’ Privacy Policy.
The objective of this procedure is to ensure:
Onus of Proof:
Solar Haus may also need to contact you to clarify details or request additional
information where necessary. We ask that you provide this information as soon as possible so
that we can resolve your complaint as quickly as possible.
Solar Haus requires the following information:
Twelve Months Limitation:
Your complaint MUST have occurred within the 12 months preceding the date of occurrence of
the events related to the complaint.
In some exceptional circumstances Solar Haus may grant an extension if, and only if,
there are appropriate grounds to justify this including for matters that occurred more than 12
months before the Complaint was lodged.
If you wish to apply for an extension, we will ask you to provide us with written reasons for why
we should grant this extension, including substantive evidence such as a detailed description
of the reason for the delay in lodging the complaint.
However, approval will be required from the Resolutions Coordinator and/or the Director of the
business unit for extensions to be granted.
Solar Haus’ SIX Point Complaint Resolution Process:
Types of Remedies:
Remedies taken, may include;
If the above remedies are provided by Solar Haus – they are subject to our Terms and Conditions and Warranties, that apply to the products and services that you purchased from us, including applicable consumer guarantees and our obligations under the Australian Consumer Law or consumer legislation in place at the time you purchased your products and services.
Customers Rights under Australian Consumer Law:
Nothing in this document prevents you from referring your lodged complaint at any time to the relevant federal, state or territory Ombudsman, the ACCC, the Office of Fair Trading or other Consumer Protection agency.
Contact information, for Consumer Affairs, which may be helpful for this are as follows;
QLD: 13 74 68
NSW: 13 32 20
VIC: 1300 558 181
TAS: 1300 654 499
SA: 131 882
WA: 1300 304 054
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Experienced residential and commercial solar provider proudly serving Australia with High Quality Solar Systems.
PO BOX 202,
Elwood,
VIC 3184
or If you need quick assistance
Something isn’t Clear?
Feel free to contact us, and we will be more than happy to answer all of your questions.
Something isn’t Clear?
Feel free to contact us, and we will be more than happy to answer all of your questions.