Complaints Handling Procedure

Think Renewable are committed to providing the best quality products and services to our customers. We believe in a straightforward but customised approach to your solar project and have a dedicated team of customer service administrators ready to answer any concern or query you may have.

1. Lodging a complaint

To ensure your complaint is handled effectively, we ask that you give our customer service team a call on 1300 844 651, submit a query through our website or send us an email at admin@thinkrenewable.om.au.

Alternatively, you can submit your complaint in writing to: 415/410 Elizabeth Street, Surry Hills, NSW 2010.

When lodging a complaint, we ask that you supply us with the following information:

• Full Name (as per agreement)
• Address
• Contact details
• The nature of your complaint (please include as much information as possible)
• Copies of any evidence that supports your complaint (photographs, copy of your energy bill etc)
• Details of any steps (if any) you have already taken to resolve the complaint

2. Complaint Investigation

• All customer complaints will be acknowledged within a 24-hour period from receipt of complaint (excluding weekends, public holidays, office closure periods)
• Complaint is logged within our internal CRM system and forwarded to the relevant department for handling
• Depending on the severity of the issue (low, medium, high), a time frame for resolution is set between 1
• 15 business days, however where feasible, complaints will be resolved at first contact
• Customers will be updated throughout the investigation as to the status of their complaint, as well as a timeline for resolution
• If a complaint is unable to be resolved within the allocated timeframe provided, complaint will be escalated to the General Manager
• Customers will receive a final response to their complaint within 25 business days of receipt of the complaint, unless a further extension has been agreed upon by both parties
  

3. Escalations

Think Renewable seek to resolve all complaints internally however 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 | Website: www.fairtrading.nsw.gov.au
• QLD: Office of Fair Trading | Phone: 13 74 68 | Website: www.qld.gov.au/fairtrading
• WA: Consumer Protection | Phone: 1300 304 054 | Website: www.commerce.wa.gov.au/consumer-protection
• Clean Energy Council (CEC) | 03 9929 4100