Complaints Policy

Sola.io complaints policy is to provide transparency to our customers, in the event of any issues that arise from the solar installation. This enables Sola.io to deal fairly with all complaints and ensure the customer is aware that we are doing our best to improve our services for the better.

The Sola.io complaint policy guideline are to exceed the requirements of the international recognised Standard ISO 10002-2006.

This document outlines the process that Sola.io take to ensure we act ethically and be responsive to customers.

If you would like to make a complaint, or you have an issue that you would like to raise. Please visit community.sola.io to log a complaint and you should hear from someone, with-in 24 hours.

Complaint Procedure 

All complaints are to be handled and resolved within 45 days of receipt of the complaint. If your complaint has not been handled correctly as per the ISO 10002-2006, as a consumer you are entitled by the Australia Competition and Consumer Competition to escalate your case to a third-party authority or escalate to our internal legal team at Sola.io, by emailing legal@sola.io.

Complaints Process 

Not satisfied with the outcome ?

We hope to do our best to resolve your complaint. If you are unhappy with the outcome you may lodge your complaint to the relevant dispute resolution body.

Relevant Fair Trading office (sometimes called 'Consumer Affairs') in your state or territory.