Complaints Handling Procedure

We value our customers and are committed to resolving all concerns promptly, fairly, and respectfully. If you’re not satisfied with our products, services, or the conduct of our team, we encourage you to let us know.

Step 1: Raise the Issue

You can submit your complaint by:

Email: solar@electriccool.net.au
Phone: (08) 99424255
Post: PO Box 1321, Geraldton WA 6531

Please provide as much detail as possible, including:

Your name and contact details
The issue you’re concerned about
Any relevant dates, documentation, or photos
How you’d like the matter resolved

Step 2: Acknowledgement

We will acknowledge your complaint as soon as possible and aim to resolve most issues within 15 business days of receipt.

If your complaint requires further investigation or input from a third party (e.g., supplier or manufacturer), we’ll keep you informed every step of the way. We are committed to providing a final response to all complaints within 25 business days of receipt, unless both parties agree to an extension.

Step 3: Resolution

We’ll work with you to resolve the issue fairly and transparently. Where appropriate, we may offer:

Repairs or rectification work
System adjustments or performance improvements
Clear written explanations
Additional support or follow-up service if required
If you’re satisfied with the outcome, we’ll consider the matter closed. If not, we’ll advise you on your right to escalate.

Step 4: Escalation (if needed)

If we’re unable to resolve your complaint to your satisfaction, you may escalate the matter to the relevant external body:

Consumer Protection WA: 1300 304 054
Clean Energy Council (for solar-related complaints): https://www.cleanenergycouncil.org.au
Ombudsman WA: https://www.ombudsman.wa.gov.au / mail@ombudsman.wa.gov.au

We will fully cooperate with any external review or investigation.

ELECTRIC COOL
GERALDTON