Complaint Handling Policy
We are committed to delivering excellent service and addressing any concerns promptly.
Our Commitment
At Supreme Solar Power, we pride ourselves on delivering high-quality solar solutions and exceptional customer service. However, we acknowledge that occasionally things can go wrong. If you are dissatisfied with any aspect of our service or products, we want to hear from you so we can put it right.
How to Lodge a Complaint
You can lodge a complaint using any of the following methods:
- Phone: 1300 227 990
- Email: info@supremesolarpower.com.au
- Post: Attn: Customer Service Manager, Corporate Centre One, Level 15, 2 Corporate Ct, Bundall QLD 4217
Information We Need
To help us resolve your complaint as quickly as possible, please provide:
- Your full name and contact details.
- Your installation address and quote/invoice number.
- A detailed description of your complaint.
- Any supporting documents or photographs.
- Your preferred outcome or resolution.
Our Process
- Acknowledgment: We will acknowledge receipt of your complaint within 2 business days.
- Investigation: Our dedicated team will investigate the issue. This may involve contacting you for further information or arranging a site visit.
- Resolution: We aim to resolve all complaints within 15 business days. If we require more time, we will notify you of the delay and the expected timeframe.
- Outcome: We will communicate our findings and proposed resolution to you in writing.
Escalation
If you are not satisfied with our proposed resolution, you can request that your complaint be escalated to a senior manager for review. If we are still unable to resolve the issue to your satisfaction, you may escalate the matter to the relevant state or territory consumer protection agency or the SAA Approvals.