Complaint Handling
Sunbeam Solar & Electrical Solutions (SBSE) – Complaint Handling Procedure
1. Purpose
To ensure all complaints received by Sunbeam Solar & Electrical Solutions Pty Ltd are handled fairly, transparently, and promptly in alignment with best practices and regulatory requirements.
2. Scope
This procedure applies to all complaints received regarding SBSE’s products, services, conduct, or staff interactions.
3. Definitions
Complaint: Any expression of dissatisfaction about SBSE’s products, services, staff, or conduct where a response or resolution is expected.
Business Day: Monday to Friday, excluding public holidays.
Complaint: Any expression of dissatisfaction about SBSE’s products, services, staff, or conduct where a response or resolution is expected.
Business Day: Monday to Friday, excluding public holidays.
4. How to Make a Complaint
Customers can lodge complaints via any of the following channels:
Online: Submit via website contact form
Email: [email protected]
Phone: 1300 789 291
Mail:
Level 3, 169 Fullarton Rd
Dulwich SA 5065
5. Complaint Handling Steps
Step 1 — Immediate Resolution
We aim to resolve complaints at the time they are raised whenever possible.
Step 2 — Investigation
If further investigation is required, SBSE will:
Acknowledge receipt of the complaint
Investigate the issue
Provide an update or proposed resolution within 10 business days.
Step 3 — Extended Timeframes
If the complaint cannot be resolved within 10 business days:
SBSE will notify the complainant of the delay and revised timeframe
Complaints will be resolved within 20 business days, or 25 business days where an extension is necessary
Regular progress updates will be provided throughout the process.
Step 4 — Escalation
If the complainant is not satisfied with the resolution:
The complaint will be escalated to senior management for further review and resolution action.
Step 5 — Final Outcome
Once the review is complete, SBSE will communicate the final decision and any actions taken to resolve the complaint.
6. Possible Remedies
Depending on the nature of the complaint and the findings, remedies may include:
Refunds (where applicable)
Replacement of products
Repairs or rework
Other compensation as appropriate under SBSE Terms & Conditions and relevant consumer law.
7. External Escalation
If a complainant is not satisfied with SBSE’s response, they may choose to escalate externally to relevant bodies, such as:
Clean Energy Council
State & Territory Consumer Protection Agencies (e.g., Consumer and Business Services SA)
Australian Competition & Consumer Commission (ACCC)
8. Continuous Improvement
All complaints are used to identify areas for improvement. Feedback informs policy updates, staff training, and service enhancements to prevent future issues.