Complaints & Dispute Resolution

How to make a complaint

You can lodge a complaint with SavePlanet Pty Ltd in any of the following ways:

Our office hours are Monday to Friday, 8:00 AM to 6:00 PM. Complaints received outside these hours are treated as received on the next business day.

What to include

To help us resolve your complaint quickly, please tell us:

• your name, address and preferred contact details;
• the address of the premises where the work was carried out, if different;
• your job, quote or invoice number, if you have one;
• what happened, including relevant dates and the names of anyone you dealt with;
• what you would like us to do to put things right; and
• copies of any documents, photographs or correspondence that support your complaint.

If you do not have all of this, please still contact us. We will work with you to gather what is needed.

How we handle your complaint

1. We acknowledge itWe acknowledge your complaint within 2 business days of receiving it, and confirm how we will contact you about it.
2. We assign it to a responsible officerYour complaint is recorded in our complaints register and assigned to our compliance officer, who is responsible for managing it through to resolution.
3. We investigateWe review the job file, the documentation you signed, and any relevant records, and speak to the installers or other parties involved. We may contact you for more information or arrange a site inspection.
4. We resolve itWe aim to provide you with an outcome within 10 business days. If we need longer, we will tell you why and give you an expected timeframe, and keep you updated at least every 10 business days until it is resolved.
5. We confirm the outcomeWe explain the outcome to you, in writing if you ask for it, including the reasons for our decision and any remedy we are offering.
6. You can escalate internallyIf you are not satisfied, you can ask for the matter to be reviewed by a director of SavePlanet Pty Ltd, at no cost to you.
7. You can escalate externallyIf you remain dissatisfied, you can take the matter to an external body. Your options are set out below, and we will tell you about them.

Our response timeframes

Stage	Timeframe
Acknowledgement	Within 2 business days of receipt
Outcome provided	Within 10 business days of receipt, wherever practicable
Progress updates (if longer)	At least every 10 business days until resolved
Urgent safety matters	Prioritised and actioned as soon as practicable - call 1300 362 724
Internal review by a director	Within 10 business days of your request

If a complaint involves a safety risk, stop using the equipment and call us on 1300 362 724 immediately. In an emergency, call 000.

Complaints we handle

We handle complaints about any aspect of your dealings with us, including:

• Marketing and consent - how you were contacted, what you were told, and the consent you were asked to give.
• Installation and workmanship - the quality, safety or completeness of the installation work.
• Installer conduct - the conduct of any installer or other party attending your premises.
• Products and warranties - product faults, performance concerns, and warranty claims.
• Government incentives, rebates and VEECs - the incentive applied to your upgrade, the documentation you were asked to sign, and the assignment of certificate creation rights. See our Victorian Energy Upgrades page.
• Refunds and cancellations - cancellation of your agreement, cooling-off rights, deposits and refunds.
• Billing and pricing - quotes, invoices and amounts charged.
• Privacy - how we collected, used, stored or disclosed your personal information.

Nothing in this process limits your rights under the Australian Consumer Law, including the consumer guarantees that apply to the goods and services we supply.

Complaints made to another party

Your upgrade may involve other parties, such as installers, product suppliers or an accredited person under the Victorian Energy Upgrades program. If you make a complaint to one of those parties rather than to us, we still want to know about it.

Where we become aware of a complaint that was made to another party involved in your upgrade, we record it in our complaints register and follow it through to resolution in the same way as a complaint made to us directly. You do not need to make the same complaint twice.

Our records

We maintain a complaints register recording each complaint we receive or become aware of, including the date received, the nature of the complaint, the steps taken, the outcome, and the date it was resolved.

Records are retained for the period required by applicable law and by the requirements of any program under which the upgrade was carried out. We review our complaints register periodically to identify recurring issues and improve how we work.

Accessibility and interpreters

If you need an interpreter, tell us and we will arrange one at no cost to you. You can also nominate a family member, friend or advocate to deal with us on your behalf - just let us know in writing who you have authorised.

If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service. TTY users can phone 133 677 and ask for 1300 362 724.

If you are not satisfied with our response

If you are not satisfied with the outcome of your complaint, you can take it to an independent body at no cost. Depending on the nature of your complaint, these may include:

Consumer Affairs Victoria

For complaints about goods and services, consumer guarantees, contracts, deposits and refunds.
Phone 1300 55 81 81 · consumer.vic.gov.au

Essential Services Commission

The independent regulator of the Victorian Energy Upgrades program. The ESC accepts reports of suspected non-compliance with the program.
esc.vic.gov.au/victorian-energy-upgrades

Energy and Water Ombudsman Victoria (EWOV)

Free, independent dispute resolution for complaints about Victorian energy and water companies, including matters involving your electricity or gas retailer or distributor.
Phone 1800 500 509 · ewov.com.au

Office of the Australian Information Commissioner

For privacy complaints, if you are not satisfied with our response to a complaint about how we handled your personal information.
oaic.gov.au