COMPLAINTS HANDLING POLICY AND PROCEDURE

Version: 1.0
Effective Date: 05/07/2025
Review Date: 05/07/2025
Approved by: Neethu Menon, Director

The purpose of this policy is to ensure that all complaints received by PV Point are handled in accordance with the New Energy Tech Consumer Code (NETCC). We are committed to providing a fair, timely, and effective resolution of complaints to enhance customer satisfaction and improve our services.

This policy applies to all PV Point customers, including residential and small business customers, and covers complaints related to:

• Sales practices
• System installation
• Product or service performance
• Warranty and after-sales support
• Billing and payments
• Advertising and marketing
• Interactions with staff or contractors

PV Point is committed to:

• Treating complaints seriously, respectfully, and promptly.
• Ensuring accessibility to the complaints handling process.
• Complying with all obligations under the NETCC and relevant consumer protection laws.
• Maintaining accurate records of complaints and resolutions.
• Using complaint feedback to improve our products and services.

Customers can lodge a complaint through any of the following channels:

Contact Details

Phone0452525563
Email: sales@pvpoint.com.au
Website Form: www.pvpoint.com.au/complaints 

In Person Visit our office: Level 3, 1060 Hay Street, West Perth WA 6005

To assist with resolving your complaint, please provide:

• Full name and contact details
• System purchase or installation date (if applicable)
• A clear description of the issue
• Any relevant documentation (e.g., invoices, photos)

• Complaints will be acknowledged within 1 business day of receipt.

• The complaint will be assessed and investigated by a trained team member.
• Additional information may be requested from the customer if needed.
• We aim to resolve complaints within 10 business days.

• If resolved, a written response will be provided detailing the outcome and any actions taken.
• If the complaint is complex and requires more time, the customer will be informed of the delay and provided with regular updates.

If the customer is not satisfied with the outcome, they may request escalation to a senior staff member or manager.

If resolution is still not achieved, customers will be informed of their rights to refer the matter to an external dispute resolution body such as:

Energy & Water Ombudsman (relevant to your state)
or
Consumer Affairs/Fair Trading
or
NETCC Administrator via https://www.newenergytech.org.au

• All complaints will be logged and tracked in a complaints register.
• Records will include: the date received, description, action taken, resolution outcome, and date closed.
• Records will be retained for at least 5 years, in compliance with NETCC requirements.

• All relevant staff are trained on the NETCC and PV Point’s complaints handling procedures.
• Training is reviewed and updated annually or when procedures change.

Complaint trends are reviewed quarterly to:

• Identify recurring issues
• Assess the effectiveness of resolutions
• Improve products, services, and customer interactions

This policy is available:

• On our website: www.pvpoint.com.au/complaints-policy
• Upon request in a printed or accessible format

PV Point Customer Support
Phone: 0452525563
Email: sales@pvpoint.com.au
Website: www.pvpoint.com.au