COMPLAINTS HANDLING POLICY

SolField Energy

Austra Green Energy Pty Ltd T/A SolField Energy

ABN: 22 696 429 446
Postal Address: PO Box 250, Narellan NSW 2567
Phone: 1300 138 382
Email: info@solfieldenergy.com.au

Last Updated: 10 August 2026

1. Our Commitment

SolField Energy is committed to providing customers with fair, transparent and professional service. We recognise that customers may occasionally have concerns about our products, services, sales process, installation, communication, warranty or other aspects of their experience. We encourage customers to raise concerns with us as soon as possible so that we can investigate and seek an appropriate resolution.

We will handle complaints:

• fairly;

• respectfully;

• objectively;

• promptly;

• transparently; and

• in accordance with applicable laws and consumer protection requirements.

2. What Is a Complaint?

A complaint is an expression of dissatisfaction about our:

• products;

• services;

• sales or quotation process;

• installation;

• communication;

• customer service;

• billing;

• warranty handling;

• repairs;

• delays;

• refunds;

• cancellations;

• contractors or representatives; or

• other business activities.

You do not need to use the word “complaint” for us to treat your concern seriously.

3. How to Make a Complaint

You may make a complaint by:

Email : info@solfieldenergy.com.au
Phone : 1300 138 382
Post : PO Box 250, Narellan NSW 2567

We encourage written complaints where possible because this allows us to accurately record the details of your concern.

4. Information to Include

To help us investigate your complaint, please provide:

• your name;

• property address;

• contact details;

• quotation or contract number, if available;

• date of the relevant event;

• description of the issue;

• relevant photographs or documents;

• details of any previous communication; and

• the outcome you are seeking, if known.

You may still make a complaint if you do not have all of this information.

5. Our Complaint Handling Process

We follow the following process.

Step 1 — Receive the Complaint

We will record the complaint and acknowledge receipt where appropriate.

Step 2 — Assess the Complaint

We will review the information provided and determine who is best placed to investigate the matter.

Step 3 — Investigate

We may review:

• customer records;

• quotations;

• contracts;

• correspondence;

• installation records;

• photographs;

• invoices;

• product information;

• warranty information; and

• information from relevant employees, contractors, suppliers or manufacturers.

We may contact you if additional information is required.

Step 4 — Communicate

We will communicate with you regarding the progress of the complaint where appropriate. If a complaint requires additional time to investigate, we will endeavour to explain the reason for the delay and provide an updated timeframe.

Step 5 — Resolution

After investigating the matter, we will communicate the outcome and, where appropriate, explain any action we propose to take. Depending on the circumstances, a resolution may include:

• clarification;

• correction of an error;

• repair;

• replacement;

• rectification of installation work;

• warranty assistance;

• refund;

• cancellation;

• compensation where legally required; or

• another reasonable resolution.

6. Complaint Response Timeframes

We aim to acknowledge complaints promptly and investigate them within a reasonable timeframe. Straightforward complaints may be resolved quickly. More complex complaints may require additional time, particularly where we need to:

• inspect a system;

• obtain technical information;

• contact a manufacturer;

• coordinate an installer;

• obtain network information;

• assess warranty coverage; or

• investigate an issue involving third parties.

Where a complaint cannot be resolved promptly, we will keep you reasonably informed of its progress.

7. Urgent Safety Complaints

Safety concerns will be treated as a priority. If you believe there is an immediate electrical or fire safety risk associated with a system installed by us, you should:

1. stop using the affected equipment if it is safe to do so;

2. keep people away from any unsafe area;

3. contact emergency services where there is an immediate emergency; and

4. contact SolField Energy as soon as reasonably practicable.

We will assess urgent safety matters and take appropriate action.

8. Warranty Complaints

If your complaint relates to a product warranty, we may need to liaise with the relevant manufacturer or distributor. We will assist with the warranty process where appropriate and keep you informed of material developments. Manufacturer warranty processes do not remove any consumer guarantees or other rights that may apply under Australian law.

9. Installation Complaints

If your concern relates to installation workmanship, we will investigate the issue. Where appropriate, we may arrange:

• inspection;

• testing;

• rectification;

• repair;

• replacement; or

• another appropriate remedy.

We will take reasonable steps to ensure that any rectification work is undertaken appropriately and safely.

10. Complaints About Contractors or Installers

Where a complaint relates to a contractor, installer or other service provider engaged by SolField Energy, we will investigate the matter and take appropriate action.

The use of a contractor does not prevent you from raising a complaint directly with SolField Energy about services supplied as part of your SolField Energy project.

11. Privacy Complaints

If your complaint concerns personal information or privacy, it will also be handled in accordance with our Privacy Policy. You may contact using the details in section 19.

12. Escalation

If you are dissatisfied with the initial outcome, you may request that the matter be reviewed or escalated within SolField Energy. We will consider the request fairly and review any additional information provided.

13. External Dispute Resolution

We encourage customers to give SolField Energy an opportunity to resolve complaints directly. If a complaint cannot be resolved, you may have access to external dispute resolution or government complaint bodies depending on the nature and location of the dispute.

Depending on the circumstances, these may include:

• NSW Fair Trading;

• an applicable industry dispute-resolution body;

• the Australian Competition and Consumer Commission (ACCC), where appropriate;

• the Office of the Australian Information Commissioner (OAIC), for privacy matters; or

• the relevant electricity or energy ombudsman scheme, where applicable.

14. No Retaliation

SolField Energy will not disadvantage or penalise a customer merely because they have made a genuine complaint or exercised a lawful consumer right. We encourage customers to raise concerns openly so that issues can be investigated and resolved.

15. Confidentiality and Privacy

We will handle information provided during a complaint in accordance with our Privacy Policy and applicable privacy laws. Information may be shared internally or with relevant third parties where reasonably necessary to investigate and resolve the complaint, subject to applicable privacy requirements.

16. Complaints Records

We may maintain records of complaints, investigations and outcomes for purposes including:

• improving our customer service;

• identifying recurring issues;

• monitoring service quality;

• meeting legal or regulatory requirements;

• managing warranties;

• resolving disputes; and

• demonstrating compliance with applicable obligations.

17. Continuous Improvement

We use customer feedback and complaints to identify opportunities to improve:

• our sales processes;

• quotations;

• customer communications;

• installation processes;

• products and services;

• warranty support; and

• overall customer experience.

Where appropriate, lessons identified through complaints may be incorporated into our internal procedures and training.

18. Changes to This Policy

We may update this Complaints Handling Policy from time to time to reflect:

• changes to our business;

• customer feedback;

• changes to applicable laws;

• regulatory requirements;

• changes to industry standards; or

• changes to the NETCC requirements, where applicable.

The latest version will be published on our website.

19. Contact Us

Austra Green Energy Pty Ltd T/A SolField Energy
ABN: 22 696 429 446
Postal Address: PO Box 250, Narellan NSW 2567
Phone: 1300 138 382
Email: info@solfieldenergy.com.au