Sunray Power Solar Pty Ltd
ACN: 637 640 718 · ABN: 90 637 640 718 · Electrical Contractor Licence No: 346365C
Head Office: Suite 1, 219 Wentworth Ave, Pendle Hill, NSW 2145
1300 579 949 · info@sunraypower.com.au · sunraypower.com.au
Last updated: [insert date]
1. Our Commitment
At Sunray Power Solar, customer satisfaction is at the heart of everything we do.
We view every complaint as an opportunity to improve, and we are committed to
addressing concerns in a manner that is timely, fair, confidential and free of charge.
Raising a complaint with us will never affect the quality of service you receive.
2. What is a Complaint?
A complaint is any expression of dissatisfaction relating to our solar products,
installation work, customer service, staff or subcontractors, sales process, or the
way we manage your personal information – where you are seeking a response or a resolution.
3. How to Make a Complaint
- Phone: 1300 579 949
- Email: info@sunraypower.com.au
- Post: Suite 1, 219 Wentworth Ave, Pendle Hill, NSW 2145
-
Online:
sunraypower.com.au/contact-us
To help us resolve your complaint efficiently, please provide your full name and
installation address, your preferred contact details, a description of the issue
and when it occurred, any relevant quote, invoice or job reference number, and
the outcome you would like to see.
4. Our Process
| Step | Action | Timeframe |
|---|---|---|
| 1. Acknowledge |
We confirm receipt of your complaint, issue a reference number, and assign a point of contact. |
Within 2 business days |
| 2. Investigate |
We review the matter, gather relevant information, and reach out if further details are required. |
Within 5 business days of acknowledgement |
| 3. Resolve |
We put forward a resolution with supporting reasons. Where a site inspection or repair is required, this will be arranged. |
Within 21 calendar days, where reasonably achievable |
| 4. Keep You Informed |
Where additional time is needed (for instance, awaiting parts, a manufacturer response, or network approval), we will explain why and provide a new expected timeframe. |
Ongoing |
| 5. Finalise |
We confirm the resolution in writing and follow up to ensure you are satisfied with the outcome. |
Upon resolution |
Complaints involving urgent safety concerns (such as a fault that may pose a fire or electrical hazard) are given immediate priority – please call us right away. If there is immediate danger, contact emergency services on 000 and notify your local network provider’s fault line.
5. If You’re Not Satisfied With Our Response
If you feel your complaint hasn’t been resolved satisfactorily, you may escalate
the matter – at no cost to you – to an independent external body:
-
NSW Fair Trading – for issues relating to consumer guarantees,
contracts, or trader conduct.
13 32 20 ·
www.fairtrading.nsw.gov.au
-
Energy & Water Ombudsman NSW (EWON) – If your dispute
relates to energy services – for example getting connected, your account
charges, or ongoing supply – EWON offers an impartial review process at
no charge to you.
1800 246 545 ·
www.ewon.com.au
-
Australian Competition and Consumer Commission (ACCC) –
for wider consumer law or misleading conduct concerns.
1300 302 502 ·
www.accc.gov.au
-
Office of the Australian Information Commissioner (OAIC) –
for privacy-related complaints, once you have first given us the opportunity
to respond.
1300 363 992 ·
www.oaic.gov.au
-
New energy consumer code (NETCC) –
03 9929 4195 · info@newenergytech.org.au
We are committed to cooperating openly and in good faith with any external body
you choose to contact.
6. Record Keeping
All complaints and their outcomes are logged and reviewed, allowing us to spot
recurring patterns and continuously improve our service. We manage the personal
details you share with us as set out in our Privacy Policy.
7. Accessibility & Support
If you require assistance to lodge a complaint – such as an interpreter or
support due to a disability – please let us know and we will arrange suitable
accommodations. You are also welcome to have a friend, relative or advocate
act on your behalf, provided you have given them your authorisation.