Standards Followed for Complaints

At Sunray Power – Complainants can expect the following specific standards:

• Commitment : Sunray Power staff members will provide an efficient and fair resolution of complaints at all levels. We acknowledge the right to complain and we encourage feedback about our services. Also, we have a written Complaints Policy and Qualified Staff to accompany you through the resolution procedures.
• Resources : Sunray Power provides adequately equipped staff to manage complaints handling with sufficient levels of delegated authority.
• Visibility : Sunray Power provides avenues for Complainants to make complaints, including telephone access or by communicating to us via our solutions email – info@sunraypower.com.au, and where appropriate will escalate a complaint to enable resolution.
• Access : Sunray Power complaints-handling process is available to the general public on request. These Procedures are flexible, free, easy to use, and in plain language.
• Assistance : Staff members will help the general public access the complaints-handling procedure and will help with the complaint’s formulation.
• Responsiveness : Sunray Power Experts respond to complaints promptly and courteously. Within 21 working days, our experts will provide a formal response to complainants. If additional time is required the Complainant will be informed and an investigation must be completed within 45 working day.
• Data collection : Complaints are noted and stored in files. For data analysis and evaluation, the complaint information is gathered and registered.
• Reviews : Sunray Power team reviews complaints and follows handling procedures as required.
• Escalation : If complainants are unhappy with how the complaints process turned out, they will be directed to the appropriate industry ombudsman.

As part of our customer satisfaction obligations, Sunray Power has a comprehensive customer complaint procedure. Our customer complaint process will include all members of Sunray Power to resolve any and all issues in the quickest way possible. In order to uphold our sincere commitment to total customer satisfaction, we follow the following procedure after receiving client concerns (both written and verbal).