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Complaints Handling Procedure

Business Name: Mt Solar (WA) Pty Ltd
Contact: callum@mtsolar.com.au | 0499 711 203
Service Area: Western Australia

Mt Solar (WA) Pty Ltd is committed to providing high-quality products and services and to resolving complaints fairly, transparently and in a timely manner.

This procedure applies to any complaint relating to our sales process, installation, workmanship, products, warranties or customer service.

1. How to Make a Complaint

Customers may lodge a complaint by:

  • Email: cal@mtsolarwa.com.au

  • Phone: 0499 711 203

A complaint may be made verbally or in writing and may include any expression of dissatisfaction with our services or products.

2. Acknowledgement

  • We will acknowledge receipt of your complaint as soon as practicable.

  • We will advise when you can expect a response.

3. Investigation

  • All complaints are logged in our internal complaints register.

  • We will investigate the complaint promptly and fairly.

  • Where required, we may request further information to assist our investigation.

4. Response Timeframes

  • We aim to provide a response within 15 business days of receiving your complaint.

  • If further investigation is required, we will provide a final response within 25 business days.

  • If additional time is needed, we will keep you informed of progress.

5. Resolution

Where a complaint is upheld, we will take appropriate action, which may include:

  • Rectification of workmanship

  • Repair or replacement of equipment

  • Further explanation or clarification

  • Other reasonable remedies as appropriate

6. Escalation Options

If you are not satisfied with our response, you may escalate your complaint to:

Energy Ombudsman Western Australia (EOWA)
Website: www.energyombudsman.wa.gov.au

Consumer Protection WA
Website: www.consumerprotection.wa.gov.au

New Energy Tech Consumer Code Administrator
Website: www.newenergytech.org.au

7. Record Keeping & Continuous Improvement

  • We maintain records of complaints and outcomes.

  • We use complaints feedback to improve our systems, processes and customer experience.

8. Compliance

Mt Solar (WA) Pty Ltd complies with the New Energy Tech Consumer Code and all relevant Australian Consumer Law requirements.

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