Complaints

How to make a complaint

If you’re unhappy with anything we’ve quoted, installed or said, tell us. Call 0424 599 199 or email info@refreshelectrical.com.au with your name, the job address, what went wrong and what you’d like us to do about it.

A complaint can be about the work, the equipment, the way we sold it or the way we handled an earlier complaint.

What happens next

We confirm we’ve received it within two business days and tell you when to expect our response. We record every complaint and look into it straight away.

We aim to respond within 15 business days. If we need longer, we’ll update you before then. You’ll have our final response within 25 business days, unless we agree a longer time with you.

Faults with equipment

If the problem is with a panel, battery, inverter or charger, we’ll deal with the manufacturer for you. We’ll also give you the manufacturer’s contact details if you’d like to pursue your consumer guarantee rights with them directly.

If you’re not satisfied

If you’re not happy with our response, you can contact NSW Fair Trading on 13 32 20 or at fairtrading.nsw.gov.au. Your rights under the Australian Consumer Law are set out in our terms.