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Complaint Handling Procedure

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Sunbeam Solar and Electrical Solutions Pty Ltd

1. Purpose

The purpose of this Complaint Handling Procedure is to ensure that all complaints received by Sunbeam Solar and Electrical Solutions Pty Ltd are managed in a fair, transparent, and efficient manner, consistent with best practices and regulatory requirements.

2. Scope

This procedure applies to all complaints received by Sunbeam Solar and Electrical Solutions Pty Ltd regarding our products, services, or conduct.

3. Definitions

Complaint

A complaint is any expression of dissatisfaction made to Sunbeam Solar and Electrical Solutions Pty Ltd, related to its products, services, or staff, where a response or resolution is explicitly or implicitly expected.

Business Day

A business day is defined as Monday to Friday, excluding public holidays.

4. How to Make a Complaint

Customers can submit complaints using any of the following methods:

Website

www.sbse.com.au/contact

Email

info@sbse.com.au

Phone

1300 789 291

Post

Level 3, 169 Fullarton Rd,
Dulwich 5065

5. Complaint Procedure

1. Immediate Resolution

We aim to resolve all complaints at the time they are raised.

2. Further Investigation

If the issue requires further investigation, we will provide an update or resolution within 10 business days.

3. Extended Resolution Time

If the complaint cannot be resolved within 10 business days, we will inform the customer of the reason for the delay and provide a revised timeline. ○ All complaints will be resolved within 20 business days, except in cases where an extension is necessary. In such cases, the complaint will be resolved within 25 business days, and the customer will be informed of the progress throughout the process.

4. Progress Updates

While the complaint is being investigated, we will provide regular updates to the complainant during business hours.

5. Escalation

If the complainant is not satisfied with the resolution, the complaint will be escalated to higher management for further review.

6. Final Decision

Following the investigation, we will communicate the final decision and any actions taken.

6. Resolution Remedies

Depending on the nature of the complaint, remedies may include:

Refunds

Replacement of products

Repairs or rework

Compensation

All remedies are subject to the Terms & Conditions, warranties, and applicable consumer guarantees under Australian Consumer Law.

7. If You Are Not Satisfied with Our Response

If you are not satisfied with our response, you may escalate the complaint to the following external bodies:

Phone: 03 9929 4100

Address: Level 20, 180 Lonsdale Street, Melbourne VIC 3000

Website: Make a Complaint

  • ACT: Access Canberra
    132281
  • NSW: Fair Trading
    13 32 20
  • NT: Consumer Affairs
    1800 019 319
  • QLD: Office of Fair Trading
    13 74 68
  • SA: Consumer and Business Services
    13 18 82
  • TAS: Consumer Affairs and Fair Trading
    1300 654 499
  • VIC: Consumer Affairs
    1300 558 181
  • WA: Consumer Protection
    1300 304 054

Phone: 1300 302 502

Website: www.accc.gov.au

8. Continuous Improvement

At Sunbeam Solar and Electrical Solutions, we take all complaints seriously. Feedback from complaints helps us identify areas for improvement and implement measures to prevent similar issues in the future.

9. Contact Us

Phone
1300 789 291

Email
info@sbse.com.au

Website
www.sbse.com.au/contact

Address
Level 3, 169 Fullarton Rd
Dulwich 5065

This procedure demonstrates Sunbeam Solar and Electrical Solutions' commitment to delivering exceptional service and handling complaints effectively.

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