Complaints Handling Procedure
At ProSolar, we ensure all our customers are well looked after, present and past. This includes maintaining an effective flow of communication and responding to your concerns in a timely manner. Should a complaint arise from any work undertaken by ProSolar, please follow the below procedure to ensure a timely resolution.
Please contact us regarding your issue via any of the following:
Phone – 0418 240 282
Complaint form - prosolaraustralia.com.au/complaints (below)
Post - ProSolar, 91 Lockton Road Bexhill, NSW 2480.
Acknowledgement of complaints received will be sent within three business days. Complaints are entered into our service management system and reviewed within seven days. The review may include discussions over the phone; requesting further information, photos or supporting evidence; returning to the site to review the concern; or resolving the issue straight away.
If the complaint is deemed to be a warranty claim directly resulting from the work completed by ProSolar, we will coordinate with you to rectify the problem within 21 days.
If you are not satisfied with our resolution and wish to escalate your complaint further, you may do so by contacting NSW Fair Trading on 13 32 20