Our Commitment

At Amazing Solar Solutions, we are committed to providing the best possible customer experience. Should you have any complaint, we have established the following process to ensure your matter is resolved promptly, fairly, and transparently, in full compliance with the New Energy Tech Consumer Code (NETCC) and applicable Australian Consumer Law.

Every complaint is taken seriously. You will always have a named person responsible for your matter, and you will never be left without an update for more than 10 business days.

How to Lodge a Complaint

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

When lodging your complaint, please include:

• Your Amazing Solar order or contract reference number
• Your name and preferred contact details
• A clear description of the issue
• Any steps you have already taken
• The outcome you are seeking

1. Acknowledgement

Within 2 business days of receipt, we will send you a written acknowledgement confirming:

• Your complaint has been received and logged
• A unique Complaint Reference Number assigned to your matter
• The name and direct contact details of your assigned Complaints Coordinator
• The expected timeframe for our response

2. Initial Assessment

Within 10 business days of receipt, your Complaints Coordinator will contact you to advise whether:

• We can resolve the matter immediately, or
• We require further information, or
• A formal investigation is required

If we cannot proceed with your complaint for any reason, we will notify you promptly in writing and explain why.

3. Investigation

Where a formal investigation is required:

• We will review all relevant records, correspondence, and project information.
• We may seek additional information from you or from relevant internal teams.
• We will provide you with a proposed resolution within 20 business days of receiving your complaint.
• If this timeline needs to be extended, we will notify you before the deadline with reasons and a revised date — any extension will be agreed with you in writing.

4. Resolution

Depending on the nature of your complaint, our resolution may include:

• A revised confirmed delivery or service schedule with a written commitment
• A full or partial refund of amounts paid
• An on-site inspection by a qualified technician
• A formal apology and written acknowledgement
• A goodwill gesture where appropriate

All proposed resolutions will be confirmed to you in writing. You have the right to accept or decline the proposed resolution.

5. Final Closure

Once your complaint is resolved, we will send you a Final Closure Letter confirming:

• The outcome of your complaint
• The actions taken by Amazing Solar Solutions
• Your right to seek external review if you remain dissatisfied, including contact details for relevant external bodies (see step 6 below)

6. If You Remain Dissatisfied

If you are not satisfied with our proposed resolution at any stage, please let your Complaints Coordinator know. You are entitled to seek external review at any time. The following bodies are available to assist you:

7Record Keeping

All complaints, investigations, correspondence, and resolutions are logged and retained for a minimum of 7 years, in accordance with NETCC standards and Australian Consumer Law requirements.

Our Response Timeframe Commitments