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Complaints Policy

Sola.io complaints policy is to provide transparency to our customers, in the event of any issues that arise from the solar installation. This enables Sola.io to deal fairly with all complaints and ensure the customer is aware that we are doing our best to improve our services for the better.

The Sola.io complaint policy guideline are to exceed the requirements of the international recognised Standard ISO 10002-2006.

This document outlines the process that Sola.io take to ensure we act ethically and be responsive to customers.

If you would like to make a complaint, or you have an issue that you would like to raise. Please visit community.sola.io to log a complaint and you should hear from someone, with-in 24 hours.

Complaint Procedure 

All complaints are to be handled and resolved within 45 days of receipt of the complaint. If your complaint has not been handled correctly as per the ISO 10002-2006, as a consumer you are entitled by the Australia Competition and Consumer Competition to escalate your case to a third-party authority or escalate to our internal legal team at Sola.io, by emailing legal@sola.io.

Complaints Process 

Not satisfied with the outcome ?

We hope to do our best to resolve your complaint. If you are unhappy with the outcome you may lodge your complaint to the relevant dispute resolution body.

Relevant Fair Trading office (sometimes called 'Consumer Affairs') in your state or territory.

ACT

Office of Regulatory Services

Swanson Plaza, Swanson Ct, Belconnen ACT 2617

Call: 
13 22 81 OR 02 6207 3000

NSW

Fair Trading 

60 Station St E, 
Parramatta NSW 2150

Call:
13 32 20

QLD

Office of Fair Trading 

Upper Plaza, 33 Charlotte St, Brisbane City QLD 4000

Call:
13 74 68

SA

Consumer & Business Services 

91-97 Grenfell St, Adelaide SA 5000

Call:
131882

VIC

Consumer Affairs 

121 Exhibition St, Melbourne VIC 3000

Call:
1300 558 181

WA 

Consumer Protection 

2/140 William St, Perth WA 6000

Call:
1300 304 054