Vortex Electrical – Solar Complaints handling policy. REVISED - 27/02/2020

Vortex Electrical and our whole team – seek to maintain and enhance our reputation of providing you with high quality products and services. We value complaints as they assist us to improve our products, services and customer service.
Vortex Electrical is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.

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

The objective of this policy is to ensure:

  • You are aware of our complaint lodgement and handling processes,
  • Both you and our staff understand our complaints handling process,
  • Your complaint is investigated impartially with a balanced view of all information or evidence,
  • We take reasonable steps to actively protect your personal information,
  • Your complaint is considered on its merits taking into account individual circumstances and needs.

In this policy a complaint means an expression of dissatisfaction by a customer relating to:

  •  Solar system,
  •  Service
  • mployee/installer/ sales consultant

In this policy a complaint means an expression of dissatisfaction by a customer relating to:

If you are dissatisfied with your solar system 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 telephoning us on -
  •  By writing to us -
  • By emailing us – info@vortexelectrical.com.au
  •  In person by speaking to Simon Hansen Director.
    0439315972
    32 Lampard st Armstrong Creek 3217
    If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing, or we will formally document your complaint , to allow us to follow our processes.

Details and information required to complete a complaint process.

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

Vortex Electrical is committed to resolving your issues

Resolving issues at the first point of contact is our priority, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.
We will acknowledge receipt of your complaint within fiver (5) business days. Once your complaint has been received, we will undertake an initial review of your complaint.
We are committed to resolving your complaint within 10 business days of you lodging your complaint, however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within 10 business days, we will inform you of the reason for the delay and specify a date no later then 45 days from date of initial complaint.
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.

Our complaints process:

  • We acknowledge: We will make sure every reasonable effort will be made to advise the complainant as soon as possible of receiving your complaint and expected timeframe for resolution of the complaint.
  •  We review: We undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.
  • We investigate: Within 10 business days of receiving your compliant we will 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 which may be available, that could assist us in investigating your complaint.
  •  We respond: Following our investigation we will notify you of our findings and any actions we may have taken in regards to your complaint.
  • We take action: Where appropriate we amend our business practices or policies.
  • We record We will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.

When complaints are regarding our personal

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

  • informing them of any complaint about their performance,
  • Providing them with an opportunity to explain the circumstances,
  • Providing them with appropriate support,
  •  Updating them on the complaint investigation and the result

Our compliant escalation process and rights.

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 an investigation of your complaint and provide you with our findings.

If you are not satisfied with how your complaint has been handled, or the resolution provided by us,
you can escalate your complaint to,
Victoria Consumer Affairs Victoria GPO Box 123
Melbourne 3001
Tel. 1300 55 81 81 consumer.vic.gov.au

Vortex Electrical – Warranty Policy REVISED - 01/09/2019

Vortex Electrical uses the highest quality Goods available, and the Goods will be installed in accordance with industry guidelines and all relevant Australian Standards. The applicable primary standards are AS 3000, AS 5033 and AS 4777.
We provide a standard minimum retailer’s warranty period of 5 years, on the operation and performance of the whole PV system including workmanship and products. An additional workmanship warranty of the solar system of 5 years will apply. Making workmanship warranty of installation 10 years from the date of the installation.

The warrantees offered are additional to any other guarantee or warranty you (the consumer) may have:
from the manufacturer of the System; or under any applicable law, including the Australian Consumer Law.

 

System Warranty / Guarantees We guarantee:

  •  our workmanship
  • the workmanship of our contractors in installing the System; and
  • If Goods installed by Vortex Electrical fail, we will replace the Goods free of charge for a
    period of five years from the invoice date within a reasonable timeframe.
  • If Goods supplied by us have a longer manufacturer’s warranty than 5 years, Vortex Electrical will handle warranty claims for the Goods for the life of the manufacturer’s
    warranty where applicable. You the consumer will not be entitled to a claim on the guarantee in instances of:
  • Your existing electrical installation, wiring and fuse box faulting.
  • Any consequential or other loss incurred by the customer as a result of Goods failure.
  • Any customer supplied Goods.
  • Any malicious damage, damage caused by abuse, neglect or accident.
  • Any damage caused by vermin, animals or pests.
  • Any “acts of God”, e.g. lightning, hail, storm or flood damage and damage normally covered by a householder’s property insurance.
  • Any work on the installation after the installation has been completed by an unauthorised person causing issues and faults with the install will not be claimable unless found to be Vortex Electrical workmanship issues.
    All physical work to be undertaken on the solar installation must be put in writing to Vortex Electrical so we can record works completed
  • Estimations of solar production figures given on handover of the installation to the Customer are given in good faith but are estimates only calculated via data from the Bureau of meteorology on past history . Vortex Electrical has no liability for any loss, cost or damage for failure of the Goods to attain such figures unless specifically guaranteed by the Company in writing.

Any such written guarantees will be subject to the recognised tolerances applicable to such figures.