Complaints Handling Policy

1. Purpose

AHM Solar is committed to delivering high-quality products and services. We value feedback and take all complaints seriously. This policy outlines how complaints are managed in a fair, timely, and transparent manner.

2. Scope

All residential and commercial customers of AHM Solar.
All staff, contractors, and representatives acting on behalf of AHM Solar.

3. Our Commitment

All complaints are treated respectfully and confidentially.
Complaints are acknowledged promptly and handled objectively.
Customers are informed of the progress and outcome of their complaint.
We comply with Australian Consumer Law (ACL), the New Energy Tech Consumer Code (NETCC), and Solar Victoria requirements.

4. How to Make a Complaint

Phone: 0423 123 329
Email: Info@Ahmsolar.com
Mail: 4 Mantle Street, Wollert, Victoria 3750

5. Complaint Handling Process

Acknowledgement — All complaints are acknowledged within 2 business days.
Assessment — The complaint is reviewed and assessed by our management team.
Resolution — We aim to resolve complaints within 10 business days. If further investigation is required, we will inform you of the expected timeframe.
Outcome — You will receive a written or verbal response outlining the result, including any remedies offered (repair, replacement, refund, or other resolution).

6. Escalation Pathways

If you’re not satisfied with our response, you may escalate the matter to:

Solar Victoria — 1300 376 393
Energy & Water Ombudsman (Victoria) — 1800 500 509

7. Record Keeping

All complaints and resolutions are recorded and retained for at least five years. Data from complaints is regularly reviewed to identify improvement areas.

8. Continuous Improvement

AHM Solar uses complaint insights to improve customer experience, staff training, and service quality. Regular reviews ensure ongoing compliance and transparency.

Approved by: AHM Solar Management