• 1.1 At Solar System Batteries Pty Ltd (ABN 40 644 925 655) (“we”, “us”, “our”), we are committed to delivering quality service and reliable products that meet our customers’ needs.

• 2.1 We recognise that there may be occasions where you are dissatisfied with our  products or services. This Complaints Handling Policy ensures that all complaints are  managed fairly, consistently, and in a timely manner.

3.1 For the purposes of this Policy:

• • (a) Complaint means any expression of dissatisfaction made to or about us regarding  our products, services, staff, or complaint handling process, where a response or  resolution is expected or required.

• • (b) Complainant means any individual, organisation, or representative making a complaint.

4.1 You may lodge a complaint through any of the following channels:

4.1.1 Via our website (see Appendix A for instructions);

4.1.2 By calling us on 1300 313 004;

4.1.3 By contacting the Complaints Handling Officer:

Email: support@solarsystembatteries.com.au

Post: PO BOX 133, Wentworthville NSW 2145

5.1 All complaints will be handled in a fair, objective, and unbiased manner.

5.2 We adhere to the following principles:

Impartiality – No bias towards any party

Confidentiality – Your identity will be protected where possible

Completeness – All relevant facts will be investigated

Accessibility – Complaints may be made at any reasonable time

Equity – Equal treatment for all complainants

6.1 Structure

• Level 1: Frontline resolution

• Level 2: Internal review and investigation

• Level 3: External escalation

We aim to resolve most complaints at Level 1.

6.2 Level 1 – Frontline Resolution

We attempt to resolve complaints quickly at first contact.

6.3 Level 2 – Internal Review

If unresolved, complaints may be escalated for:

Internal assessment of the complaint

Facilitated resolution discussions

Internal investigation

Senior management review

6.4 Level 3 – External Review

If still unresolved, you may escalate your complaint to:

Consumer Affairs / Fair Trading

• • ACT: Access Canberra – 13 22 81

• • 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: CBOS – 1300 654 499

• • VIC: Consumer Affairs Victoria – 1300 558 181

• • WA: Consumer Protection – 1300 304 054

ACCC: 1300 302 502

You may also seek resolution through your local Court or Tribunal.

7.1 All complaints and outcomes are recorded in our internal register.

8.1 We will acknowledge receipt of your complaint as soon as possible and provide  expected timeframes.

9.1 We aim to resolve complaints within 21 days.

9.2 If more time is required, we will notify you and complete resolution within 45 days.

10.1 There is no cost to make a complaint.

11.1 Unreasonable conduct includes abusive behaviour, excessive demands, or lack of  cooperation.

11.2 We require all parties to treat staff respectfully.

12.1 This Policy is aligned with AS/NZS 10002:2014 Complaint Handling Guidelines.

13.1 This Policy is reviewed periodically.

Complaints can be lodged at:

https://www.solarsystembatteries.com.au/support