Complaints Handling Procedure
At Green Heart Australia, we are dedicated to providing high-quality solar products and exceptional customer service. We understand that issues may arise, and we are committed to addressing and resolving complaints in a timely and effective manner.
How to Make a Complaint
You can report a complaint to us through any of the following methods:
• Phone: 1800 957 867
• Email: info@greenheartaustralia.com.au
• Website: www.greenheartaustralia.com.au
• Mail: Ground Floor-470 St Kilda Road, Melbourne 3004.
Green Heart Australia requires the following information: requires the following information:
• Your full name and contact details.
• The name(s) of the individual(s) you have been in contact with.
• A detailed description of the complaint, including as much relevant information as possible.
• An account of any measures you have already taken to address the complaint.
• Details of any discussions you have had with relevant parties concerning the complaint.
• The remedy you are seeking.
• Copies of any supporting evidence related to your complaint.
Complaint Resolution Process
1. Initial Handling: We will make every effort to resolve complaints at the time they are received. If further investigation is needed, we will provide an update or resolution within five working days.
2. Investigation and Response: If the initial resolution does not meet your expectations, your complaint will be escalated for further investigation. We aim to resolve all complaints within 21 days. If additional time is required, we will inform you of the reasons for the delay and complete the investigation within 45 days.
3. Communication: Throughout the investigation process, we will keep you updated on the progress via phone and email.
4. Escalation: If you are dissatisfied with the resolution provided, the complaint will be escalated to senior management for further review.
External Escalation
If you remain unsatisfied with the outcome, you may escalate your complaint to the following external bodies:
Clean Energy Council:
Phone: 03 9929 4141
Consumer Affairs Victoria:
Phone: 1300 558 181
NSW Fair Trading:
Phone: 13 32 20
Consumer & Business Services SA
Phone: 131 882
We value your feedback and are committed to resolving any issues you may encounter with our products and services. Thank you for bringing your concerns to our attention.