We'll always be here to support you
If you are unhappy with our service or having an issue with your installed system, please lodge your complaint with one of the following ways. Upon receipt of a complaint, our support team will respond your request as soon as possible and discuss the viable option to resolve the issue. Please note our respond time can depend on the nature of the issue and the time frames of relevant parties.
For your reference, please refer to table below.
NB: Please quote your customer reference number eg. ESB0123 for us to find the detail of your installation.
Our Step by Step Procedure
1. Isolate and verify the issue
Go through the complaint in detail to verify and isolate the issue you experienced.
2. Contact the relevant parties
We will contact the relevant parties and investigate the issue in our end.
3. Inform findings to customer
We will keep you informed of our next step and the solution we’re putting in place.
4. Proceed with required solution
We will proceed with required action and resolve your issue.
5. Report the result to customer
Report to customer and find out if they were satisfied with how their complaint was handled.
- Call us on: 1300 716 916
- Send an Email to firstname.lastname@example.org
- Submit a complaint form below
- Emergency hotline* (fire hazard, roof leaks, substantial structure damage)
Please call 0431 174 024 or 0434 236 167 *call-out fee may applied
|1. Site damage caused by installation team?||1 day response time|
|2. Inverter not working?||2 – 3 days response time|
|3. Powerbill does not show solar tariff?||3 – 5 days response time|
|4. Solar meter has not upgrade with solar tariff?||3 – 5 days response time|
If you are not satisfied with our services, please refer the complaint to with the relevant Fair Trading or Consumer Affairs office:
Queensland Office of Fair Trading
Phone: 13 74 68
Address: Upper Plaza, 33 Charlotte St, Brisbane City QLD 4000
Queensland Office of Fair Trading undertake and coordinate statewide compliance and enforcement activities to promote a competitive, fair and informed marketplace.
Australian Competition and Consumer Commission
Phone: 1300 302 502
Address: Level 24/400 George St, Brisbane City QLD 4000
ACCC is an independent Commonwealth statutory authority whose role is to enforce the Competition and Consumer Act 2010 and a range of additional legislation, promoting competition, fair trading and regulating national infrastructure for the benefit of all Australians.