Solarvia is committed to providing prompt, fair, and transparent customer service. If you have a complaint, you can contact us by phone, email, website form or post.

• Phone: 1300 728 212
• Email: info@solarvia.com.au
• Website: solarvia.com.au
• Post: Level 5, 4 Columbia Court, Nexus Norwest, 2153, Australia

We will acknowledge receipt of your complaint as soon as possible and provide an estimated timeframe for our response.

We will log your complaint in our complaints register and promptly begin investigating the issues.

We keep records of complaints and their outcomes, and use these to reduce the chance of similar complaints in the future.

We aim to provide an initial response to your complaint within 15 business days of receiving it. If we cannot provide a final response within that time, we will let you know before 15 business days have passed and give you an update on progress.

Solarvia aims to resolve complaints promptly and will provide a final response within 25 business days of receiving the complaint, unless both parties agree to an extension.

If you are not satisfied with our response, you may escalate your complaint to the relevant external body, depending on your location, including:

Western Australia (WA):

• Consumer Protection WA (Department of Energy, Mines, Industry Regulation and Safety)
• Energy and Water Ombudsman Western Australia (EWOWA), where applicable

New South Wales (NSW):

• NSW Fair Trading
• Energy & Water Ombudsman NSW (EWON), where applicable

New Energy Tech Consumer Code (NETCC):

• You may also lodge a complaint with the New Energy Tech Consumer Code (NETCC) Administrator if your complaint relates to a system supplied under the NETCC.

NETCC Administrator
Email: info@newenergytech.org.au