Dispute Resolution Policy
As per section 12 of our Solar PV Sale and Installation Agreement Terms and Conditions:
- Complaints
Making a complaint
12.1 If you have a complaint relating to the System, its installation, our staff, or this agreement generally, you can make a complaint to us by:
(a) calling us on 1300 082 000 or,
(b) giving us written notice of this, by post or email (as shown on our letter heads, or on our website at LeadingSolar.com.au/contact-us).
Please outline your issue in as much detail as possible, and if applicable, add your quote number when you signed your Solar PV Sale and Installation Agreement Terms and Conditions form with us.
12.2 We will handle your complaint in accordance with our standard complaint’s procedures. If we have volunteered to be bound by the CEC Solar Retailer Code of Conduct, then these procedures will comply with that Code, and with the Australian Standard on Complaints Handling AS ISO 10002-2006.
Our Standard Complaint’s Procedures starts with an acknowledgement letter via mail or electronically upon receipt of your complaint within the first two business days (i.e., Monday to Friday). A Case Manager will then be assigned to investigate and resolve your complaint. The Case Manager’s name and contact details will be provided along with a complaint number in our acknowledgement letter. We will endeavour to investigate and resolve your complaint as soon as possible and will take every action and precaution necessary to improve our business practices and ensure complaints of a similar nature does not happen again.
Time-frames
We generally take less than 21 days to investigate and resolve your complaint however, due to more complex hinderances, unforeseen circumstances, or delays, we may need to take a little longer. The maximum time to investigate and resolve a complaint is 45 days of receipt of a complaint (as per the CEC Solar Retailer Code of Conduct 2.4.5 (e)). If it does take longer than 21 days, we will inform you in writing of the reasons for this. You also have the right to escalate the matter to a Senior Manager if you are not happy with your Case Manager’s findings, responses, or attitude.
If you are still not satisfied
12.3 If you are not satisfied with the outcome of your complaint, you can refer the complaint to with the relevant Fair Trading or Consumer Affairs office in your state or territory, as follows:
ACT: Office of Regulatory Services: Phone: (02) 6207 3000
NSW: Fair Trading: Phone: 13 32 20
NT: Consumer Affairs: Phone: 1800 019 319
QLD: Office of Fair Trading: Phone: 13 74 68
SA: Consumer and Business Services: Phone: 13 18 82
TAS: Consumer Affairs and Fair Trading: Phone: 1300 654 499
VIC: Consumer Affairs: Phone: 1300 558 181
WA: Consumer Protection: Phone: 1300 304 054
Leading Solar – Dispute Resolution Policy – 2020.05.27