Complaints may be submitted using the following details:
Business name: Top One Solar
Service location: Australia
Email: Info@TopOneSolar.com.au
Phone: 0449 777 766
Alternative phone: 0416 666 644
A complaint is an expression of dissatisfaction about Top One Solar’s products, services, staff, contractors, communication, pricing, installation work, warranty support or complaint-handling process where a response or resolution is expected.
A complaint may relate to:
A general question, service request or warranty claim may not initially be treated as a formal complaint. However, it may become a complaint where the customer is dissatisfied with the response or outcome.
Top One Solar aims to handle complaints:
Customers will not be treated unfairly because they have made a complaint.
A complaint may be submitted by:
For a clear written record, customers are encouraged to submit complaints by email.
Send complaints to:
Email: Info@TopOneSolar.com.au
You may also call:
Phone: 0449 777 766
Alternative phone: 0416 666 644
To help us investigate the matter, please provide:
The ACCC recommends explaining the problem, stating the outcome being requested, including relevant dates and attaching supporting documents such as receipts or invoices.
Missing information will not automatically prevent a complaint from being reviewed, but it may make the investigation take longer.
Customers may ask another person to help submit or manage a complaint, including:
Top One Solar may request written permission before discussing personal or project information with a representative.
Customers who require communication assistance should tell us what support is needed.
Top One Solar will aim to acknowledge a complaint as soon as reasonably possible after receiving it.
The acknowledgement may include:
No fixed response timeframe should be published until the client confirms what the business can consistently meet.
After receiving a complaint, Top One Solar may assess:
Safety-related complaints may be given priority.
Depending on the nature of the complaint, Top One Solar may:
Top One Solar will make reasonable efforts to consider both the customer’s information and the information provided by relevant employees, contractors, suppliers or other parties.
A site inspection may be required where the complaint concerns:
The customer must provide safe and reasonable access to the property.
A fee may apply where the inspection finds that:
Where possible, the customer will be told about any potential fee before the inspection.
No fee will remove any rights available under the Australian Consumer Law.
Depending on the facts and applicable legal rights, possible outcomes may include:
Where products or services do not meet applicable consumer guarantees, remedies may include repair, replacement, refund or cancellation depending on the nature of the failure.
After reviewing the complaint, Top One Solar will aim to provide a response that explains:
The response may be provided by phone, email or another agreed method.
For complaints involving technical, supplier, manufacturer or network matters, the final response may take longer because information from another party may be required.
Customers should contact Top One Solar immediately if they believe there is:
In an immediate emergency, customers should contact emergency services and keep away from the affected equipment.
Customers should not open, repair, move or modify solar, battery or electrical equipment themselves.
Some complaints may involve products supplied by another manufacturer, including:
Top One Solar may assist with a manufacturer warranty claim where appropriate.
Manufacturer assessment times and decisions may be outside Top One Solar’s direct control. However, this does not remove any responsibility Top One Solar may have under applicable consumer law.
Where a complaint relates to an installer, electrician or contractor working for or on behalf of Top One Solar, the complaint should still be submitted directly to Top One Solar.
Top One Solar may:
Privacy complaints may relate to:
Privacy complaints should be sent to:
Email: Info@TopOneSolar.com.au
They will be handled in line with the Top One Solar Privacy Policy and applicable privacy requirements.
If a customer is dissatisfied with the initial outcome, they may request an internal review.
The request should explain:
Where practical, the review should be conducted by a person who was not primarily responsible for the initial decision.
Top One Solar may confirm, change or replace the original decision after completing the review.
Customers are encouraged to contact Top One Solar first so the business has an opportunity to address the matter. The ACCC also advises consumers to contact the business first and explain both the problem and the requested outcome.
If the matter remains unresolved, customers may seek assistance from:
The correct organisation will depend on the customer’s location and the type of complaint.
The ACCC accepts reports about consumer issues but generally does not resolve individual disputes. For individual assistance, it directs consumers to state consumer protection agencies, ombudsman services and relevant courts or tribunals.
Nothing in this policy excludes, limits or changes any customer right or remedy that cannot legally be excluded.
Consumer guarantees may apply automatically to eligible goods and services, regardless of any separate product or workmanship warranty.
A manufacturer’s warranty or Top One Solar warranty does not replace rights available under the Australian Consumer Law.
Complaint information will be handled with reasonable confidentiality.
Information may be shared where reasonably necessary with:
Information may also be disclosed where required or authorised by law.
Top One Solar may keep records of:
Complaint records may be used to manage the individual matter, meet legal obligations and improve business procedures.
Top One Solar will continue to assess complaints fairly even where a customer is upset or dissatisfied.
However, Top One Solar may limit or change communication arrangements where conduct includes:
Any communication limits should remain reasonable and should not remove the customer’s legal rights.
Top One Solar may review complaint records to identify:
Corrective action may be taken where a repeated or preventable issue is identified.
Top One Solar may update this Complaints Handling Policy when its services, procedures or legal obligations change.
The latest version will be published on the website with an updated revision date.
To make a complaint or request a review, contact:
Top One Solar
Service location: Australia
Email: Info@TopOneSolar.com.au
Phone: 0449 777 766
Alternative phone: 0416 666 644
Please include your:
We take customer concerns seriously. Contact Top One Solar with details of the issue and the outcome you are seeking. We will review the available information and respond as soon as reasonably possible.
