A complaint is any expression of dissatisfaction about our products, services, staff, sales process, installation work, aftercare, or the way we handled an earlier complaint, where you expect a response or a resolution. You do not need to use the word ‘complaint’ for us to treat your concern as one.

You can contact our Complaints Handling Officer by:

• Phone: 1300 946 006
• Email: info@greon.com.au
• Post: Complaints Handling Officer, Greon Power Pty Ltd, 24 Kosciuszko Cct, Pimpama QLD 4209
• Website: the contact form on greon.com.au

To help us act quickly, please include your name and contact details, the property address, your quote, invoice or project number if you have one, a clear description of what happened and the outcome you are hoping for. Photos and documents are helpful. If you need help to make a complaint, or you would like someone to act for you, let us know and we will make it easy.

• We acknowledge your complaint. You will hear from us within 2 business days, with a reference number and the name of the person looking after your matter.
• We look into it. We review your file, speak with the people involved and, where needed, arrange a site visit. We aim to finish this within 10 business days.
• We give you an answer. We aim to send you a written outcome, with our reasons and any action we will take, within 15 business days of receiving your complaint. If your matter is complex and needs more time, we will explain why, keep you updated and give you a new date. We will not take longer than 30 business days.
• We put things right and follow up. Once we have agreed on a resolution, we act on it promptly and check that you are satisfied with the result. Where a complaint involves a compliance issue or a fault found after handover, we follow the correction process set by industry requirements, including NETCC requirements.

We handle every complaint in line with these principles:

• • Fair and impartial. Your complaint is considered on its facts, without blame or bias.
  • Respectful and confidential. We treat you and your information with care and share it only with those who need it to resolve the matter.
  • Accessible. You can raise a concern at any time, through any channel above.
  • No cost. Making a complaint is free.
  • No reprisal. Raising a complaint will never affect how we treat you.
  • Accountable. The people who handle your complaint are responsible for seeing it through.

You can ask us to review the outcome. Your request will go to a senior manager or a Director who was not involved in the original decision. We will reply with the result of the review within 10 business days.

If we cannot resolve your complaint, you have the right to take it further. Depending on your situation, you can contact:

• Queensland Office of Fair Trading:gov.au or 13 74 68. If your property is outside Queensland, contact the fair trading or consumer affairs office in your state or territory.
• Australian Competition and Consumer Commission (ACCC):gov.au or 1300 302 502, for general information about consumer rights.
• Queensland Civil and Administrative Tribunal (QCAT): for certain consumer disputes.
• Electrical Safety Office Queensland: if your concern relates to electrical safety.
• Office of the Australian Information Commissioner (OAIC):gov.au or 1300 363 992, if your complaint is about privacy.

We record every complaint and its outcome in a complaints register. We review this register regularly to spot patterns, fix underlying problems and improve our products, processes and training. Complaint records are handled in line with our Privacy Policy.

We ask everyone to treat our team with courtesy. If a person’s behaviour becomes abusive, threatening or unreasonably repetitive, we may limit how they contact us. We will still consider any genuine issue they raise.

This policy is guided by AS/NZS 10002:2022, the Australian and New Zealand standard for complaint management. We review it regularly to make sure it reflects good practice and the law.

Complaints Handling Officer Greon Power Pty Ltd 24 Kosciuszko Cct, Pimpama QLD 4209 Phone: 1300 946 006 Email: info@greon.com.au