Our Commitment
HelioFlo is committed to delivering premium solar battery installations and exceptional customer service. We take every complaint seriously and will handle all matters:
- Promptly and within clear timeframes
- Fairly, transparently, and without bias
- In accordance with Australian Consumer Law and the New Energy Tech Consumer Code (NETCC)
What You Can Make a Complaint About
You may lodge a complaint regarding any aspect of our service, including:
- Solar battery or inverter installation quality
- Product performance or faults
- Workmanship or service standards
- Delays, communication issues, or customer service conduct
- Warranty or contract concerns
- Pricing or billing disputes
- Any potential breach of your consumer rights
How to Lodge a Complaint
You can contact us through any of the following channels:
To help us resolve your complaint efficiently, please include:
- Your full name and contact details
- The address of the installation
- A clear description of the issue
- Any supporting evidence (photos, invoices, communications)
- Steps you have already taken, if any
Our Complaints Handling Process
Acknowledgement
We will acknowledge receipt of your complaint within 1–2 business days and confirm a reference number for your records.
Assessment & Logging
Your complaint is logged in our system and directed to the appropriate team member responsible for resolution.
Investigation
We investigate thoroughly; this may include reviewing documentation, contacting you for further information, or arranging a site inspection where required.
Resolution
We aim to resolve all complaints within 10–15 business days. Where resolution requires more time, we will notify you with revised timeframes.
Outcome Notification
You will receive a written response outlining our findings, the outcome, our reasoning, and any corrective actions we will take.
Closure
The complaint is formally closed once resolution has been confirmed with you. All records are retained for quality improvement purposes.
Possible Outcomes
Depending on the nature of your complaint, outcomes may include:
- Repair or rectification works
- Replacement of equipment or components
- Refund or partial refund
- System reconfiguration or adjustment
- A formal apology and process improvement commitment
- Compensation where applicable under Australian Consumer Law
Communication & Updates
We will keep you informed throughout the process. You may request a status update at any time by contacting us using the details above. If unforeseen delays arise, we will proactively notify you with revised timeframes.
Escalation
If you are not satisfied with our proposed resolution, your complaint will be escalated to senior management within 2 business days.
If you remain unsatisfied after our internal escalation process, you may contact the following external bodies:
External dispute resolution options
- Fair Trading (your state): Contact your state's Fair Trading office for consumer disputes
- ACCC: 1300 302 502, accc.gov.au
- Clean Energy Council (CEC): cleanenergycouncil.org.au
- New Energy Tech Consumer Code (NETCC): newenergytech.org.au
Confidentiality & Fairness
HelioFlo is committed to handling all complaints:
- Impartially and without prejudice
- With full confidentiality of your personal information
- Without any disadvantage to you for raising a concern
Your personal information will be handled in accordance with the Australian Privacy Act 1988.
Record Keeping
We maintain secure records of all complaints, including the details of the issue, actions taken, outcomes, and resolution timeframes. These records are reviewed regularly to identify trends and prevent recurring issues, so every complaint makes us better.