Complaints and how to make one

We can help you with complaints or issues you might have about:

• the quality of our service, or an action or a decision we have made
• a delay or failure in our providing a service, taking an action or making a decision.

Information on this page also includes how you can make a complaint about an authorised retailer or installation in our program, or if you have a safety-related concern.

If your complaint is about our services, decisions or actions

If you have been affected by a decision or action we have made, or failed to make, you can submit a complaint by:

• email to complaints@team.solar.vic.gov.au
• phone to our Customer Service team on 1300 376 393 Monday to Friday, 9:00am to 5:00pm (except public holidays)
• mail to: Solar Victoria Complaints Team, PO Box 104, Morwell VIC 3840

We can also accept and respond to anonymous complaints so long as we have enough information to do so. For information about how to make a complaint via the National Relay Service or with the with assistance of an interpreter, go to Contact us.

Information about complaints conduct we do not tolerate

We recognise that people who demonstrate challenging behaviour often have a legitimate grievance. Our team members will continue to deal with complaints on their merits. At the same time, we must provide a safe and healthy workplace and use resources efficiently and fairly.

Our staff treat people with courtesy and respect, and we expect this to be returned. We do not tolerate behaviour that is:

• offensive
• demeaning
• abusive
• threatening;
• or consumes disproportionate resources.

We aim to deal with challenging behaviour in a way that is fair and balances the interest of customers, retailers, installers, representatives of organisations or industry bodies, our team member, our organisation and members of the public.

‘Unreasonable behaviour’ is when:

• because of its nature or frequency, it raises health, safety, resource, or equity issues (i.e. consumes disproportionate resources)
• nuisance contact causing unreasonable repeated inconvenience or annoyance for Solar Victoria, our staff and other people who use our services.

‘Unreasonable complainant conduct’ is when a person, organisation or their representative’s including applicants, retailers, installers, industry bodies and members of the public, behaviour becomes unreasonable and includes:

• consuming disproportionate resources creating equity issues
• offensive, demeaning, abusive, aggressive, or threatening language or actions
• threats or actions of violence or harm to staff, other people, themselves or property.

We follow this staged approach in managing unreasonable complainant conduct:

Stage 1 - Prevent where possible.

Stage 2 - Respond to challenging behaviour.

Stage 3 - Manage behaviour that is unreasonable or becomes unreasonable complainant conduct and issue a conduct warning letter if applicable.

Stage 4 - Limit access as a last resort.

How we handle your information

We record all complaints and communications with you. The information we gather to respond to your complaint will:

• only be used to deal with your complaint and improve our processes or policies
• be de-identified if we include it in data that can be accessed publicly
• only be shared with staff on a need-to-know basis.

To read more about how we protect your privacy, go to Privacy.

If you have a safety related concern with your installation

If you think there may be a safety issue with your installation, please submit a complaint to us so we can investigate it and take action if needed.

We take safety very seriously and work closely with agencies like Energy Safe Victoria and WorkSafe Victoria to resolve safety related issues.

If your complaint is about a breach of consumer law

Authorised retailers and installers must adhere to high standards in our program. To understand your consumer rights, what to be aware of, what you can do to protect yourself, and who to contact for advice, go to Consumer protections for customers.