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Complaints Handling System

At Captain Green Solar, we strive to provide the highest level of service and support to our customers. Under some circumstances we would have failed to do so and as a result provide our clients with the below outlet to raise any valid concerns. All concerns and issues raised will be dealt with an amicable and integral manner, within 5 working days of the initial complaint we will have a resolution. Under extenuating and complex circumstances we may require up to 21 days to present you with a succinct resolution.

This system is targeted at resolving any and every dispute, dissatisfaction with our products, online presence, service and/or our staff members.

Where and How Complaints Can Be Made

All complaints must be registered via our complaints form, you can do this by visiting www.captaingreen.com.au/complaints and filling out the appropriate fields. After filling submitting the form your will be issued with a unique identifier code for your reference. If you are having trouble lodging the complaint you can contact our staff on 1300 361 682, who will fill out the form on your behalf.

You are also able to send through any complaints in writing via registered post addressed to the below. Please try to include as much detail as possible to assist us in assessing your complaint.

Name – Compliance Manager
Address – 13 Nowill St, Condell Park NSW 2200
Phone – 1300 361 682

Once the complaints has been received via registered post we will contact you and advise of the unique identifier code that you can use to follow up on the lodged complaint.

To ensure we are able to maintain our response timelines kindly only heed the above two options for lodging complaints with us.

Recording , Assessing and Resolving your Complaint 

Once you have lodged a complaint via the appropriate channels it will be recorded on our Complaints Register and can be identified by the unique identifier code . The complaint will then be assigned to a staff member for initial assessment and will attempt to settle the matter within two working days. Do note that you may be contacted if more information is needed or to discuss the complaint in further detail.

If the complaint cannot be resolved by the initial staff member within the stated two working days, the complaint will then be escalated to a senior staff member we deem appropriate to resolve the complaint. The Senior Manager will attempt to resolve the complaint within 3 working days and present the resolution to you in writing via email or post . Under extenuating and complex circumstances we may require up to 21 days to present you with a succinct resolution.

When and How we will notify you of the Resolution 

Within 5 working days of us receiving the complaint , we will advise you of the resolution via your preferred means of communication. Under extenuating and complex circumstances we may require up to 21 days to present you with a succinct resolution; we will accordingly advise if this is the case.

Dissatisfied with the Resolution

If you are not satisfied with the resolution, we invite you to advise us of your proposed expectations via email, phone or post.

Once received this will be escalated to our senior management team who will discuss the relevant matters on hand and provide you with the final outcome (via your preferred means of communication)

Actioning the Resolution 

If you are satisfied with the resolution, we will put into place the relevant measures to ensure all aspects of the proposal have been enacted at the earliest possible. In cases where we foresee delays in doing so you will be promptly notified via your preferred means of communication.

External Dispute Resolution Agencies 

If you are not content with the resolution offered by our senior management team there are external agencies who are able to further assist with the complaint or dispute. Below is a non-exhaustive list of all such organisations :

Clean Energy Council 

https://cleanenergycouncil.secure.force.com/ComplaintForm
Phone: +61 3 9929 4100

Australian Capital Territory – Fair Trading

Online: ACT Government feedback form
Phone: 13 22 81
Mail: GPO Box 158, Canberra City ACT 2601

New South Wales – Fair Trading

Online: https://www.fairtrading.nsw.gov.au/contact-us
Phone: 9895 0111
Mail: NSW Fair Trading
PO Box 972
Parramatta 2124

Office of Fair Trading Queensland

Online: https://www.qld.gov.au/contact-us
Phone: 13 74 68
Mail: Office of Fair Trading
GPO Box 3111
BRISBANE  QLD 4001

South Australia – Consumer and Business Services

Online: https://www.cbs.sa.gov.au/contact 
Phone: 131 882
Mail: Consumer & Business Services
GPO Box 1719 Adelaide SA 5001

Consumer Affairs Victoria

Online: https://www.consumer.vic.gov.au/contact-us
Phone:1300 55 81 81
Mail: Consumer Affairs Victoria
GPO Box 123
Melbourne VIC 3001

WA Consumer Protection – Department Of Mines, Industry Regulation and Safety

Online: https://www.commerce.wa.gov.au/consumer-protection
Phone: 1300 304 054
Mail: Level 2
140 William Street Perth, WA

Tasmania Consumer – Building and Occupational Services (CBOS)

Online: https://www.cbos.tas.gov.au/contact-us
Phone: 1300 13 55 13
Mail: Consumer, Building and Occupational Services
PO Box 56
Rosny Park  TAS 7018

Australian Competition and Consumer Commission

Phone: 1300 302 502
https://www.accc.gov.au/ 
or you can find the consumer protection agency for your state here: https://www.accc.gov.au/contact-us/other-helpful-agencies/consumer-protection-agencies

Call 1300 361 682 or click here for a quote !

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