Natural Solar Complaints Handling Procedure

  • Complaints are received either via 1300 number, customer tech support/complaint form on the website, or via our [email protected] email.
  • Upon receipt of the complaint a new case, # is opened within Simpro (CRM) the same day. Depending on the severity of the complaint, low/moderate/high a time frame for response is set between 1 – 14 days and relayed to the customer. Note for urgent matters either dangerous or life-threatening, these are to be resolved within 60-120 minutes and escalated to management immediately
  • If an update is not forthcoming within the outlined time frame, a response updating the customer on the status of the fault/claim is provided, further outlining the time frame expectation of resolution.
  • Where requested, a copy of the CEC Retailer Code of Conduct Complaint Process and/or Natural Solar’s Complaint Handling Process is to be provided to customers.
  • All technical faults are referred to the engineering team via assignment within Simpro (CRM).
  • All finance-related complaints are referred to the finance team via assignment within Simpro (CRM).
  • All other complaints are referred to management directly via email and also through Simpro (CRM)
  • It is imperative to set the expectation for resolution path and timeframe immediately upon receipt of the complaint. It is imperative to update customers within the provided time frame whether a resolution is forthcoming or not.
  • If the customer is calling as a follow up to a previous complaint/fault we try to determine who was looking after the customer by referring to the notes within the CRM. If this staff member is available, we put the call through, if not, either take a message updating the CRM or if the call is for a minor issue we try to resolve it during the phone call without requiring the need for a callback.
  • We take notes and ensure that all details are obtained correctly and are noted in our CRM. If the person is not a current customer, we ensure all information regarding their details are confirmed.
  • If a complaint/fault is resolved within the timeframe, we mark the case closed in CRM only AFTER notifying the customer the case is closed. If the customer is unavailable via phone, we mark the case as closed but send an email outlining the resolution which has taken place and ask the customer to call/email back if any questions or concerns.
  • If we are unable to handle the particular fault/complaint within the allotted time frame, or we expect from the outset the allotted time frame will not provide a resolution, escalate this to management within 48 hours of receipt of complaint/fault
  • Every Monday morning a full audit and report of outstanding complaints will be made and directed to the relevant departments.
  • At all times we keep cases updated and proactively meeting agreed time frames.
  • Complaints that are not closed within the allotted time frame will automatically be escalated to a higher Tier of management through the internal weekly audit and reporting process.

Have Feedback, Technical Support or a Billing Enquiry?

  • This field is for validation purposes and should be left unchanged.