COMPLAINTS HANDLING POLICY AND PROCEDURE

At PV Point, we take every complaint seriously. Our goal is to resolve issues quickly, fairly, and transparently. This Complaints Handling Policy is designed to meet the requirements of the New Energy Tech Consumer Code (NETCC)and the Australian Standard AS ISO 10002-2006 for complaint management.

• We value all feedback – positive or negative – as it helps us improve.
• We will treat all complaints respectfully, fairly, and confidentially.
• We will resolve complaints promptly, keeping you informed at each stage.
• If you are not satisfied with our response, we will guide you to external resolution options.

You can lodge a complaint with PV Point in any of the following ways:

• Phone: 0863777487
• Email: sales@pvpoint.com.au
• Post: Level 3, 1060 Hay Street, West Perth WA 6005
• In person: At our office during business hours

When making a complaint, please provide:

• Your name and contact details
• Details of your system (if relevant)
• A clear description of your concern
• Any supporting documents (e.g. photos, invoices, correspondence)

When we receive your complaint, we will:

1. Acknowledge your complaint – as soon as possible, confirming receipt and expected timeframes.
2. Assess and investigate – we will log your complaint in our register and begin an investigation.
3. Respond within 15 business days – we will aim to provide you with a resolution or update.

If we need more time, we will explain why and give you a new timeframe.

1. Provide a final response within 25 business days – unless both parties agree to a longer period.
2. Explain the outcome clearly – including any remedies such as repairs, replacements, refunds, or other actions.

If you are unhappy with our response, you may escalate your complaint to:

• Energy & Water Ombudsman WA – 
• by calling 1800 754 004 or via email energyandwater@ombudsman.wa.gov.au

• Consumer Protection WA – 
• by calling 1300 304 054 or via email consumer@dmirs.wa.gov.au

• NETCC Administrator – 
• by calling 03 9929 4174 or via email: compliance@newenergytech.org.au.

We will provide you with the relevant contact details if you wish to escalate further.

• All complaints are logged in our Complaints Register.
• We keep records of the issue, actions taken, and resolution.
• We regularly review complaints to improve our products, services, and customer experience.

We will keep your complaint and personal information confidential in line with our Privacy Policy.

If you are in vulnerable circumstances (e.g. illness, financial hardship, requiring life-support equipment), please let us know. We will take extra care to handle your complaint sensitively and fairly.