Complaints and Redressal

COMPLAINT MANAGEMENT PROCEDURE FOR SOLAR CUSTOMERS

As part of our customer satisfaction obligations, Solar Domain Pty Ltd t/a Top Solar Solutions has a comprehensive customer complaint procedure.Solar Domain Pty Ltd t/a Top Solar Solutions will record, monitor, and review complaints or faults in order to identify any trends to improve the service given to our customers.We recognise our customers have a right to raise a concern and we will resolve any issues customers may have with our products or services in an effective, respectful, and professional manner.Upon receipt of customer issues (both written and verbal) we adhere to the following procedure in order to maintain our genuine commitment to complete customer satisfaction:

Complaint Management Procedure for Solar Customers:Customers may contact Solar Domain Pty Ltd t/a Top Solar Solutions to lodge a complaint by:

Calling: 1300 867 765 OR 1800 867 765

Emailing: info@topsolarsolutions.com.au

Submitting a website enquiry at: https://topsolarsolutions.com.au/enquire-now/

Contacting: the BDM who they initially engaged with
Post: the UNIT 45, 11-21 UNDERWOOD ROAD, HOMEBUSH, NSW 2140

NB: please note that although we welcome phone calls regarding complaints, in order to follow up thoroughly and resolve the issue, Solar Domain Pty Ltd t/a Top Solar Solutions requires the complaint in writing from the customer.
Solar Domain Pty Ltd t/a Top Solar Solutions requires the following information in writing:
1. Customer’s solar reference invoice number
2. Customer’s name and contact details, and name of business
3. The nature of the complaint or fault, including as much information as possible
4. Customer’s proof of purchase
5. Clarification of the complaint or fault being experienced, and details of any evidence that supports the complaint

Solar Domain Pty Ltd t/a Top Solar Solutions aims to resolve all written complaints promptly. All complaints will be acknowledged within five business days of submission together with an estimation of the time frame for resolving the complaint based on the nature of the issue and its complexity. Where possible, complaints may be resolved at the first point of contact.

Please download the full procedure for further information..