And to ensure happy customers, we have a policy in place for dealing effectively with any issues or complaints should they arise!
complaints handling procedure
Sunscape Electrical always aim to provide you with a smooth and satisfactory service. If we have somehow not met your standards or not delivered our service to a level you would have liked, we welcome your feedback to show us how we can improve our service for you and other customers.
We recognise our customers right to raise their concerns.
We endeavour to resolve any issues our customers may have with our products or services in an effective, respectful and timely manner.
We strive for the continual improvement of the quality of our products and services.
We will address each complaint in an equitable, objective and unbiased manner, with a view to a fair and reasonable outcome.
We will endeavour to respond quickly to any complaints in a professional, courteous and fair manner.
We will endeavour to resolve all concerns at the customer’s initial contact.
We will keep customers informed on the progress of their complaint (by telephone or in writing) until the matter is resolved.
We will provide clear and informative responses to complaints.
We will record, monitor and review complaints in order to identify any trends, and take appropriate steps to rectify potential problems.
Procedure to lodge a complaint:
If you have a complaint, please contact our office on 03 5997 5998 as soon as possible and we will address your concerns promptly and fairly. We will make all reasonable endeavors to resolve the issue straight away.
Alternatively, you can submit your complaint in writing by:
Post: 35 Station Street, Lang Lang, Victoria 3984.
We require the following information:
Your name and contact details
The nature of the complaint, please include as much information as possible.
Details of any steps you have taken to resolve the complaint.
Details of any conversations you have had with relevant people in regards to the complaint.
The solution/remedy you would like to occur.
Copies of any evidence that supports your complaint.
Sunscape Electrical aims to resolve all 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 its complexity.
Escalation of complaints:
In the unlikely event that you should not be happy with the resolution of your complaint after a period of time, you may escalate your complaint externally. If your complaint is in relation to faulty products or equipment, you can contact Consumer Affairs Victoria on 1300 558 181. If your complaint is in relation to workmanship, you can contact the solar accreditation body Clean Energy Council on (03) 9929 4141. If you are concerned about electrical safety, you can contact Energy Safe Victoria on (03) 9203 9700.