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Smart Energy Specialists

Complaints Handling Procedure

At Smart Energy Specialists we thrive on delivering excellent customer service. Should any issues arise with the installation – we are there for you! We request you to contact us immediately for swift resolution of any concerning matter.

Making a complaint:
Smart Energy Specialists is bound by the CEC Solar Retailer Code of
Conduct and complies with this Code and also the Australian Standard on
Complaints Handling (AS ISO 10002-2018).

Our complaints procedure is as follows:

Contact us first, we are best placed to help you:
Call: 03 7036 5016
Email: operations@smartenergyspecialists.com.au
Visit our website: https://smartenergyspecialists.com.au

When contacting Smart Energy Specialists we request you provide us with:
1. Project ID
2. Your name, contact and address of installation.
3. Detailed description of the issue including any photographic evidence.

Once received, a representative to Smart Energy Specialists will be in touch with you within 1-2 business days. Depending on the nature of complaint and issue, we endeavour to resolve the matter within 20 business days of lodgement. The remedies and solutions provided are governed by the Terms & Conditions and Warranties associated with the products and services you acquired from us. These encompass relevant consumer guarantees and our responsibilities under the Australian Consumer Law or pertinent consumer legislation applicable at the time of purchase. We treat all complaints seriously and, take necessary measures to prevent similar occurrences in the future to ensure best possible customer experience.

If you are still not satisfied
If you are not satisfied with the outcome of your complaint, you can refer the complaint to with the relevant Fair Trading or Consumer Affairs office in your state or territory, as follows:
NSW: Fair Trading
Phone: 13 32 20
VIC: Consumer Affairs
Phone: 1300 558 181

Terms & Conditions

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