Complaints Policy

1. Our commitment

Sky Solar is an approved seller under the New Energy Tech Consumer Code (the Code). We handle complaints fairly, promptly and free of charge, in line with the Code, our Terms & Conditions (clause 17) and the Australian Consumer Law. This policy does not limit any rights you have under the law.

2. What this policy covers

A complaint is any expression of dissatisfaction about our products, services, staff or contractors, or about how we have handled an earlier complaint. This includes our sales conduct, quotes and pricing, installation, system performance, rebates, finance arrangements and after-sales service.

3. How to make a complaint

You can contact us by phone on 1300 676 527, by email to info@skysolaraus.com.au, or in writing to 117/530 Little Collins St, Melbourne VIC 3000. To help us resolve it quickly, please include:

• your name, contact details and installation address;
• your quote or invoice number, if available;
• a description of the issue, with photos or documents if relevant; and
• the outcome you are seeking.

You can make a complaint yourself or through a representative, such as a family member, friend or advocate, with your consent.

4. How we handle your complaint

1. Acknowledge — we confirm receipt within 2 business days, record your complaint in our complaints register and tell you when to expect a response.
2. Investigate — we review the facts, speak with you and anyone involved, and arrange a site inspection where needed.
3. Respond — within 15 business days we give you a response, or an update on our progress if we need more time.
4. Resolve — within 25 business days we give you a final written response setting out our decision, the reasons for it and any action we will take, unless we agree a longer timeframe with you.
5. Review — if you disagree with our decision, you can ask for an internal review. Where practical, it will be handled by someone not involved in the original decision, and we will tell you about your external options in writing.

If an issue affects safety, such as electrical faults or damage, we treat it as urgent. If you believe your system is unsafe, switch it off following the shutdown procedure in your operating information and call us immediately.

5. Defects & warranty claims

Your system includes Sky Solar’s 5-year whole-of-system warranty, and your panels, inverter and battery carry their manufacturers’ product warranties. Please let us know promptly if you notice a problem so we can look into it. Product warranty claims are assessed by the manufacturer under its own terms.

Your rights under the Australian Consumer Law also apply.

6. Fair treatment & support

• Making a complaint is free and will never affect how we treat you.
• We will not take debt recovery action on any amount genuinely in dispute while your complaint is being investigated.
• If you need extra support — for example because of illness, disability, language or financial hardship — tell us and we will adapt our process to help you.
• Free interpreting is available through the Translating and Interpreting Service (TIS National) on 131 450, and the National Relay Service can assist if you are deaf or have a hearing or speech impairment.

7. External review

If you are not satisfied with our response, or we have not responded within the timeframes above, you can escalate your complaint to any of the bodies below. We will give you the relevant contact details with our final response.

8. Privacy & records

We keep your complaint confidential and handle your information in line with our Privacy Policy. We keep a record of each complaint and its outcome in our complaints register, and we review complaints regularly to improve our products and services.

9. Contact us