Complaint Handling and Escalation Information

At RK Solar & Consulting Services, we are committed to providing exceptional service and ensuring that any concerns or issues you may have are addressed promptly, transparently, and fairly. We understand that sometimes things don’t go as planned, and when they don’t, we encourage you to follow the steps below to resolve any complaints you may have.

1.Complaint Lodging Process

We want to make it easy for you to communicate any issues or concerns. If you have a complaint related to our products, services, or installation, please follow these simple steps:

Step 1:

Contact our team directly via:

Phone: (02) 9659 1034

Email: info@rksolar.net

Step 2:

Provide a clear description of your issue, including any supporting documentation (e.g., photos, emails, receipts). The more detail you provide, the faster we can address your concern.

Step 3:

We will acknowledge your complaint within 48 hours and aim to resolve it within 5 business days.

Throughout the process, you will receive updates on the status of your complaint.

2.How Complaints Are Handled

Once we receive your complaint, we will take the following steps to resolve it:

Acknowledgment: We will acknowledge your complaint within 48 hours of receipt.

Investigation: We will carefully investigate the issue, gathering all necessary information to fully understand your concern.

Resolution: We aim to provide a resolution within 5 business days. This could include a repair, replacement, or refund, depending on the nature of the complaint.

Next Steps: If we cannot resolve your complaint to your satisfaction, we will inform you of the next steps in the process, including potential escalation options.

3.Escalation Process to NETCC (New Energy Tech Consumer Code)

If your complaint remains unresolved or if you believe it has not been handled fairly after we have reviewed it, you have the right to escalate the matter to an independent third-party – the New Energy Tech Consumer Code (NETCC) Administrator.

As a NETCC-approved seller, RK Solar & Consulting Services follows the NETCC guidelines, which ensure that all complaints are handled in an impartial, transparent manner.

Prior to Submitting a Complaint:

Before escalating the matter to NETCC, we encourage you to first contact us directly to try and resolve the issue. If you are dissatisfied with the response you receive from RK Solar & Consulting Services, you can proceed with submitting your complaint to the NETCC Administrator.

Step 1:

If you are not satisfied with our response, you can escalate your complaint to the NETCC Administrator via the following contact details:

Phone: 03 9929 4195

Email: info@newenergytech.org.au

Website: https://www.newenergytech.org.au/

Step 2:

NETCC will review your complaint and may work with both RK Solar & Consulting Services and yourself to find a fair resolution. The NETCC Administrator is focused on ensuring compliance with the New Energy Tech Consumer Code, so they will handle your complaint impartially and follow their procedures for investigation.

Step 3:

Once NETCC has reviewed the complaint, they will notify both parties of the findings and the required actions. This may include recommendations, corrective measures, or sanctions if a breach of the Code is identified.

4.What Happens After the NETCC Investigation?

If the NETCC Administrator determines that RK Solar & Consulting Serviceshas breached the New Energy Tech Consumer Code, we may be required to take corrective actions. These actions can include:

Rectification: We may need to rectify the issue, including appointing an external auditor or taking additional steps to ensure compliance.

Sanctions: In some cases, the Administrator may impose sanctions such as public disclosure of the breach or suspension from the NETCC program.

Resolution: Once the matter is resolved, the NETCC will send you an outcome letter, and RK Solar & Consulting Services will take the necessary actions to comply.

We are committed to upholding the highest standards and ensuring that any complaints are resolved to the satisfaction of all parties involved. If you need further assistance or information, feel free to contact us directly.