Complaints Policy Introduction: Effective date June 1 2019.
TLJ Solar Pty Ltd is committed to taking all feedback, in particular all complaints that we receive, seriously. We believe that dealing appropriately with a complaint provides an opportunity for us to improve our customer and client services and preserve our good reputation.
The purpose of this Complaints Policy (‘Policy’) is to demonstrate our commitment to resolve complaints, and to detail the ways in which customers and clients can bring their concerns to our attention. The objective of this Policy is to assist us, our directors and representatives, to resolve complaints in an efficient, effective, and professional manner.
2. Resolving complaints
TLJ Solar has designed a complaints handling process that satisfies Essential Elements of Effective Complaints Handling as set out in the Australian Standard AS ISO 10002-2006 Customer Satisfaction – Guidelines for complaints handling in organizations, published by SAI Global Limited on 5 April 2006 (AS ISO 10002-2006). TLJ Solar has also volunteered to be bound by the CEC Retailer Code of Conduct which is aligned with AS ISO 10002-2006.
Our complaints handling process aims to:
• increase the level of customer and client satisfaction with the delivery of services;
• recognise, promote and protect the rights of customers;
• provide an efficient, fair and accessible mechanism for resolving customer complaints;
• provide information to customers on the complaints handling process for the services provided by TLJ Solar; and
• monitor complaints to improve the quality of the services provided by TLJ Solar.
Definition of complaint
TLJ Solar has adopted the definition of a complaint from ASO ISO 10002-2006:
A complaint is an expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
To help us investigate and resolve your complaint effectively, please provide us with the following information with your complaint:
• your full name, address and contact phone number(s);
• your quote number and the subject of the complaint (if applicable);
• a description of your complaint;
• any additional documentation or information that may support your complaint and assist us to resolve it; and
• advise how you would like your complaint to be resolved.
3. Complaint handling process
We aim to resolve the complaint as quickly as possible. If your complaint cannot be resolved at first contact, we will acknowledge the receipt of your complaint immediately, or if this is not possible as soon as practicable after receipt of the complaint. We will also keep you updated throughout the resolution process.
We endeavour to resolve all complaints within 45 days of your original complaint. If you are dissatisfied with the process we have taken to resolve your complaint or with the result of our investigation, please let us know and we will undertake a further review of your concerns. If you are still dissatisfied with the outcome, you may be able to refer your complaint to an External Dispute Resolution scheme for review.
4. Lodging a complaint
You can contact us by –
1) Calling is on the number set out in the quote; or
2) Giving us written notice of this, by post or email.
The Managing Director will fulfil the role of TLJ Solar complaints officer.
If you are not satisfied with our response to your complaint, you may lodge a complaint with the relevant Fair Trading or Consumer Affairs office in your state or territory, as follows:
Vic: Consumer Affairs Phone: 1300 558 181
Tas: Consumer Affairs and Fair Trading Phone: 1300 654 499
ACT: Office of Regulatory Services Phone: (02) 6207 3000
NSW: Fair Trading Phone: 13 32 20
Qld: Office of Fair Trading Phone: 13 74 68
SA: Consumer and Business Services Phone: 13 18 82
NT: Consumer Affairs Phone: 1800 019 319
WA: Consumer Protection Phone: 1300 304 054 `