Australian Security and Solar | Solar and Security Solutions

COMPLAINT PROCEDURE

Australian Security and Solar is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.

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Australian Security and Solar is dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.

While we strive to deliver a first class service to our customers, we aren’t perfect and understand that we may receive complaints from our customers from time to time. As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.

Our Responsibilities:

To provide an efficient, fair and structured mechanism for handling complaints.
To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.
To keep customers informed as to the progress of their complaint and the expected time frame for resolution.
Quarterly to review our complaints so that we can improve our standard of customer service.

What is a complaint?

We see a complaint as any expression of dissatisfaction or grievance made to us about any of our products and services or the way we’ve managed a complaint.
While we try to resolve all complaints in a timely manner, we recognise that some take precedence over others.

Our Complaint Procedure

We will try to resolve all complaints at the time they are raised. However, if we need to investigate it further, we’ll aim to resolve it, or tell you what we’re doing to resolve it, within 10 working days.
The time we spend investigating a complaint is determined by its seriousness and complexity, but we’re committed to resolving all complaints within 21 working days of receiving them.
Sometimes we might not be able to resolve a complaint within the time frames set out above. If that’s the case, we’ll contact you and explain the reason for the delay and give you a new time frame for resolution.
While a complaint is being investigated, we’ll provide you with regular progress updates so you know what is happening.
If you are not happy with how your complaint has been resolved, we will escalate the complaint to the next level of management within the company and review it.