COMPLAINTS HANDLING POLICY & PROCEDURE

PURPOSE AND COMMITMENT

5 Points Electric is committed to providing high-quality solar and battery installations across Sydney and NSW. We value complaints as an important source of feedback that helps us improve our products, services, and customer experience.

This policy ensures that all complaints are handled consistently, fairly, and promptly. It applies to all customers, whether residential or commercial, and to all staff and contractors acting on our behalf.

Our complaints process is designed to ensure that:

  • customers are clearly informed about how to lodge a complaint;

  • complaints are investigated impartially, with equal consideration given to all parties;

  • personal information provided in a complaint is handled in accordance with applicable privacy law;

  • complaints are resolved as quickly as possible, with clear communication throughout; and feedback from complaints is used to drive continuous improvement.

    This policy complies with the Clean Energy Council Solar PV Retailer Code of Conduct and the Australian Standard on Complaints Handling AS ISO 10002.

WHAT IS A COMPLAINT?

A complaint is any expression of dissatisfaction by a customer (or potential customer) about:

  • the quality, performance, or safety of a solar PV or battery storage system we have supplied or installed;

  • the conduct or workmanship of any of our staff, sales representatives, or contracted installers;

  • our customer service, communication, or administrative processes; or

  • any other aspect of our products or services.

A complaint does not include a general enquiry or request for information, unless it reveals underlying dissatisfaction.

HOW TO MAKE A COMPLAINT

We encourage customers to raise concerns directly with the staff member they have been dealing with in the first instance. If you are uncomfortable doing so, or if that has not resolved the matter, you may lodge a formal complaint through any of the following channels:

Phone: 0469 553 271
Email: 5pointselectric@gmail.com
Website: www.5pointselectric.com.au (Contact Us page)
In Person: By speaking with any of our staff
In Writing: By letter addressed to 5 Points Electric, Sydney NSW

If we receive your complaint verbally, we may ask you to confirm it in writing so that we can investigate it thoroughly and accurately.

INFORMATION WE NEED FROM YOU

To investigate your complaint efficiently, please provide us with as much of the following as possible:

  • your full name and contact details;

  • the name of the staff member, installer, or salesperson you have been dealing with;

  • a clear description of your complaint and the outcome you are seeking;

  • details of any steps you have already taken to resolve the matter;

  • relevant dates, communications, and any reference numbers; and

  • copies of any documentation, invoices, installation photos, or other supporting evidence.

We may contact you during our investigation to request additional information or clarification.

OUR COMPLAINTS PROCESS

Step 1 — Acknowledge (within 3 business days)
We confirm receipt of your complaint in writing (email or letter) and advise you of the next steps.

Step 2 — Review (within 3–5 business days)
We undertake an initial review, identify what further information may be required, and assign the complaint to the appropriate team member.

Step 3 — Investigate (within 21 business days)
We investigate your complaint impartially, considering all information provided, our records, and any relevant evidence. We will contact you if clarification is needed.

Step 4 — Respond (within 21–45 business days)
We notify you in writing of our findings, the outcome, and any action we have taken or will take. If a delay is unavoidable, we will contact you with a revised timeframe.

Step 5 — Record & Improve (ongoing)
We record all complaints for continuous improvement and trend monitoring. Personal information is handled in accordance with applicable privacy legislation.

Where a complaint involves a matter under active investigation by a regulator or law enforcement agency, we may pause our own investigation pending the outcome of that process. We will always cooperate fully with relevant authorities.

COMPLAINTS ABOUT OUR STAFF OR CONTRACTORS

If your complaint relates to the conduct, workmanship, or CEC code of conduct compliance of one of our staff members, sales representatives, or contracted installers, we will:

  • treat your complaint confidentially and impartially;

  • inform the relevant individual of the complaint;

  • give them an opportunity to respond and explain their actions;

  • provide appropriate support during the investigation; and

  • keep both you and the individual updated on the investigation and its outcome.

PRIVACY AND RECORDS

7.1 All personal information provided in a complaint will be used solely for the purposes of investigating and resolving that complaint.

7.2 We will take reasonable steps to protect your personal information from unauthorised disclosure. Your details will not be shared with third parties unless you expressly consent, or we are required to do so by law.

7.3 All complaints are recorded, including the nature of the complaint, relevant facts, the investigation, outcome, and any actions taken. Records are retained for a minimum of 5 years and used for continuous improvement and regulatory compliance.

ESCALATION — IF YOU ARE NOT SATISFIED

If you are not satisfied with the outcome of our internal complaints process, you may escalate your complaint to any of the following external bodies at any time:

NSW Fair Trading | 13 32 20 | fairtrading.nsw.gov.au
Clean Energy Council | 03 9929 4141 | cleanenergycouncil.org.au
ACCC | 1300 302 502 | accc.gov.au
Clean Energy Regulator | 1300 553 542 | cleanenergyregulator.gov.au
ASIC | 1300 300 630 | asic.gov.au

Additional resources:

YOUR RIGHTS UNDER CONSUMER LAW

Nothing in this policy limits your rights under the Australian Consumer Law. You may refer your complaint to the relevant federal, state, or territory consumer protection agency at any time, regardless of whether you have lodged a complaint with us directly.