At Solaright, we are committed to addressing customer feedback promptly, fairly, and transparently. We view complaints as an opportunity to improve our services and maintain the highest standards in solar system installations, repairs, and customer care.
1. Our Commitment
We aim to resolve all customer complaints in a timely manner, prioritising urgent matters while ensuring every concern receives the attention it deserves. This includes complaints relating to:
Solar system performance or functionality
Quality of workmanship and service
Conduct of employees, installers, or sales representatives
Breaches of warranty for components or installations
2. Lodging a Complaint
When submitting a complaint, please provide:
Full Name
Phone Number
Email Address (and alternative contact if available)
Details of the Complaint (including relevant dates, locations, and names involved)
Supporting Evidence (such as invoices, warranty documents, or photographs)
- Complaints can be submitted via:
📞 Phone: 1300 739 793
📧 Email: sales@solaright.com.au
📍 Address: 6a/121-125 Newton Road, Wetherill Park.
3. Our Complaint Process
a. Initial Response
We will acknowledge your complaint within 5 business days.
Urgent matters should be marked “Priority Complaint” in the subject line for a 24-hour response.
b. Investigation & Resolution
For solar performance issues, an electrician will be dispatched within 36–48 hours to assess the problem.
If the issue can be resolved immediately, we will do so.
If further investigation is required, resolution will be completed within 30 business days, with updates provided every 5 working days.
c. Escalation
If unresolved, the matter will be escalated to senior management.
Escalated cases will be resolved within 14 working days, unless exceptional circumstances require more time (customers will be notified if so).
4. External Resolution Options
If you are not satisfied with our resolution, you may contact:
Fair Trading (SA): 13 32 20
Clean Energy Council (CEC): www.cleanenergycouncil.org.au
NETCC Council: www.netcc.org.au
5. Contact Person for Complaints
Solaright
📞 1300 739 793
📧 sales@solaright.com.au
Conclusion:
At Solaright, your satisfaction is our priority.
We are committed to resolving all complaints efficiently, maintaining transparency at every step, and ensuring our work complies with industry standards and customer expectations.