Complaints Handling Procedure

1. Submission of Complaint Complaints may be submitted by the complainant directly to SBS Solar & Electricals through any of the following methods:

• Email: info@sbssolarelectricals.com.au
• Phone: 0413 633 356
• Mail: 36 De Rosi Blvd, Wollert, VIC, Australia

2. Acknowledgment of Complaint Upon receipt of any complaint, SBS Solar & Electricals will acknowledge receipt within two (2) business days. The acknowledgment will provide information on the handling process and an indicative timeline for resolution.

3. Assessment and Investigation SBS Solar & Electricals shall assess the complaint comprehensively and may conduct an investigation if required. The aim of the investigation is to ascertain the veracity of the complaint and gather relevant facts. If necessary, the complainant may be contacted to provide further information or clarification.

4. Resolution Following the assessment and investigation, SBS Solar & Electricals will endeavor to resolve the complaint satisfactorily. A proposed resolution will be communicated to the complainant within ten (10) business days from the date of receipt of the complaint, unless further investigation is required.

5. Implementation If the resolution is accepted by the complainant, SBS Solar & Electricals will promptly implement the agreed-upon solution. Implementation details and timelines will be communicated clearly to the complainant.

6. Escalation If the complainant is dissatisfied with the proposed resolution, they may request that the matter be reviewed by higher management at SBS Solar & Electricals. This request must be made within five (5) business days of receiving the proposed resolution.

7. Final Determination Upon escalation, the higher management of SBS Solar & Electricals will review the complaint and provide a final determination within fifteen (15) business days. This determination will be considered as the final resolution under the complaint handling process of SBS Solar & Electricals.

8. Record Keeping All complaints and the corresponding resolutions will be recorded and maintained in accordance with applicable legal and regulatory requirements.

9. Continuous Improvement SBS Solar & Electricals is committed to continuous improvement in its complaint handling process. Feedback from complainants will be regularly reviewed for potential improvements in service and process.

This procedure ensures that all complaints are handled in a fair, confidential, and effective manner. SBS Solar & Electricals is dedicated to resolving customer issues promptly and courteously.