HP ENERGY COMPLAINTS HANDLING

POLICY AND PROCEDURE

OBJECTIVE OF THE POLICY

HP ENERGY seeks to maintain and enhance our reputation of providing you with high-quality products and services. We value all feedback as it assists us to improve our products and overall customer service.

HP ENERGY is committed to being responsive to the needs and concerns of our customers and to resolving any complaint as quickly as possible.

This policy has been designed to provide guidance to both our customers and staff on the manner in which HP Energy receives and manages your complaint. We are committed to being responsive consistent, fair, helpful and impartial when handling your complaint.

The objective of this policy is to ensure:

  • You are aware of our complaint lodgement and handling process;
  • Both you and our staff understand our complaints handling process,
  • Your complaint is investigated promptly and impartially with a balanced view of all information or evidence;
  • We protect your personal information;
  • Your complaint is satisfactorily resolved as soon as possible.

DEFINITION OF A COMPLAINT

In this policy, a complaint means an expression of dissatisfaction by a customer relating to solar and energy storage products and services installed by us.

HOW A COMPLAINT CAN BE MADE

If you are dissatisfied with a product or service provided by us, you should in the first instance consider speaking directly with the staff member(s) you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us in one of the following ways:

  • By completing a feedback form on our website http://www.hpenergy.com.au/contact-us/,
  • By telephoning us on 1300 858 901
  • By writing to us: Unit 4, 251 Blackburn Road, Mount Waverley VIC 3149
  • By emailing us: complaints@hpenergy.com.au
  • In person by speaking to any of our customer service staff. If we receive your complaint verbally and we consider it appropriate, we will ask you to put your complaint in writing.

THE INFORMATION YOU WILL NEED TO TELL US

When we are investigating your complaint we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:

  • Your name and contact details,
  • The name of the person you have been dealing with about your solar products and service,
  • The nature of the complaint,
  • Details of any steps you have already taken to resolve the complaint,
  • Details of conversations you may have had with us that may be relevant to your complaint,
  • Copies of any documentation that supports your complaint.

HELP WHEN MAKING A COMPLAINT

The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. If you feel you need further assistance please contact our Director of Sales and Marketing, John Zhao on 0422 177567

RECORDING COMPLAINTS

When registering a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause(s) of your complaint together with the outcome of any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us and allocate a Complaint Reference Number to your issue.


If you lodge a complaint we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure unless you expressly consent to its disclosure.


Where a third party, such as an Installer, was involved in your solar products and services, we will be required to speak with them to fully investigate your complaint.

FEEDBACK TO CUSTOMER’S

HP ENERGY is committed to resolving your issues at the first point of contact. This may not be possible in all circumstances, in which case our formal complaints process will be followed.


We will acknowledge receipt of your complaint within two days of its receipt. Once your complaint has been received, we will undertake an initial review of your complaint.


There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you. In such circumstances, we will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the status of your complaint at that time.


We are committed to resolving your complaint within 14 days of you lodging your complaint, however, this may not always be possible. Where we have been unable to resolve your complaint within 14 days, we will inform you of the reason why we need to extend the timescale and target a date when we will seek to be
in a position to finalise your complaint.


During the initial review or investigation stage we may need to seek further clarification or documentation from you to assist us in resolving your complaint.


If we have sought clarification or additional documentation from you and we are waiting on you to provide this information, we may not be able to meet our 10 business day finalisation commitment. In such circumstances upon receipt of your clarification or additional documentation, we will indicate to you when we expect to be able to finalise your complaint. We aim to ensure that all complaints have been finally resolved within 28 days or that an amended timescale has been agreed upon with the customer.


Once we have finalised your complaint, we will advise you of our findings and any action we have taken. We will do this in writing unless it has been mutually agreed that we can provide it to you verbally.

You have the right to make enquiries about the current status of your complaint at any time by contacting us.


The senior management of HP Energy monitors the status and progress of all active complaints on a weekly basis to ensure that our timescale commitments to customers are met.

OUR FIVE-POINT COMPLAINT PROCESS

  • WE ACKNOWLEDGE: Within two days of receiving your complaint we will formally acknowledge its receipt.
  • WE REVIEW AND INVESTIGATE: Within 10 business days of receiving your complaint, we will review and investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information that may be available, that could assist us in investigating your complaint. If there is a need to extend the time period beyond 10 days we will agree with you with the ultimate aim of resolving your complaint within 28 days of its receipt.
  • WE RESPOND: Following our review and investigation, we will notify you of our findings and any action we propose to take with regard to your complaint.
  • WE TAKE ACTION: Where appropriate we amend our business practices or policies.
  • WE RECORD: We will record the lodging and progress of every complaint we receive until it has been resolved or finalised.

WHEN YOU COMPLAIN ABOUT ONE OF OUR EMPLOYEES

If you complain about a member of our staff, we will treat your complaint confidentially, impartially and equitably (giving equal treatment to all people). We will investigate your complaint thoroughly by reviewing the relevant facts, speaking with the relevant people and verifying explanations where possible.


We will also treat our staff members objectively by:

  • Informing them of any complaint about their performance,
  • Providing them with an opportunity to explain the circumstances,
  • Helping them change their working systems and processes where necessary, and
  • Updating them on the complaint investigation and the result.

COMPLAINTS UNDER INVESTIGATION BY A REGULATOR OR LAW ENFORCEMENT AGENCY

If your complaint is currently being investigated by a consumer protection regulator, or, law enforcement agency we will continue to progress resolution of your complaint unless we are advised to the contrary by the appropriate agency.


We will assist any agency with their investigations.

OUR COMPLAINT ESCALATION PROCESS

Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake a review and investigation of your complaint following its receipt.


If you are not satisfied with how your complaint has been handled, or the resolution provided by us, you can escalate your complaint to the New Energy Tech Consumer Code Administrator.


NET (New Energy Tech) approach will be to attempt to resolve your complaint through consultation, by working with both you and us, to determine the relevant facts and establish a common ground. NET (New Energy Tech) will remain open and impartial throughout the consultative process and consider your complaint and our actions, in attempting to resolve your complaint on their merits.


A diagram of our Complaints Escalation process is provided below.

ESCALATION PROCESS

TIER 1

First Contact Resolution

Our staff are empowered to resolve complaints, wherever possible, at first contact.

TIER 2

Investigation and Review

If you are not satisfied with our first contact response, you can submit a formal written complaint. We will then review and investigate your complaint, considering all the relevant circumstances and information surrounding the complaint with an aim of achieving resolution of the complaint within 28 days from its receipt.

TIER 3

External Review

If you indicate you are not satisfied with the outcome of our investigation we will (at your request) refer your complaint to the New Energy Tech Consumer Code Administrator for independent review.


The Administrator will then attempt to resolve the matter through consultation, by working with you and us to resolve your complaint

TIER 4

Consumer Protection Agency

If you are not satisfied with the Administrator's resolution, you can refer your complaint to your relevant federal or state consumer protection agency.


You have the right to make a complaint direct
to your respective state consumer affairs agency at any time
throughout the complaint-handling process.

YOUR RIGHTS UNDER CONSUMER LAW

You have the right to refer your complaint to your relevant federal or state consumer protection agency at any time.