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Complaint Handling Policy

Nature Carer Environmental Solutions

1. Our Mission

Nature Carer Environmental Solutions is committed to providing high-quality products and services while ensuring all customers are treated fairly, respectfully, and in accordance with the New Energy Tech Consumer Code (NETCC), Australian Consumer Law (ACL), Solar Victoria requirements.

This Complaint Handling Policy establishes a clear, fair, transparent, and timely process for receiving, managing, investigating, and resolving customer complaints.

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2. Definitions

Complaint means any expression of dissatisfaction made by a customer regarding products, services, staff conduct, sales process, installation quality, documentation, pricing, warranties, rebates, or compliance matters, where a response or resolution is expected.

Customer means any residential, commercial, or industrial consumer who has engaged, inquired, contracted, or received services from Nature Carer Environmental Solutions.

NETCC means the New Energy Tech Consumer Code, which sets standards for the sale, installation, and support of new energy technology systems including solar PV, battery storage, and related products.

ACL means Australian Consumer Law under Schedule 2 of the Competition and Consumer Act 2010 (Cth), which provides consumer protections and guarantees.

VEU means the Victorian Energy Upgrades program administered under Victorian legislation for energy efficiency activities and incentives.

Solar Victoria means the Victorian Government program administering solar rebates and interest-free loan programs for eligible customers.

Resolution means the outcome provided to address a complaint, which may include clarification, rectification, replacement, refund, compensation, apology, or other corrective action.

3. Our Commitment

Nature Carer Environmental Solutions will:

  • acknowledge complaints within 5 business days
  • aim to resolve complaints within 20 business days
  • investigate complaints fairly and objectively
  • keep customers informed during the process
  • provide clear written outcomes
  • ensure no customer is disadvantaged for making a complaint
  • maintain records for compliance and continuous improvement

Where complex matters require more time, customers will be updated with reasons for delay and expected resolution timeframes.

4. How Customers Can Make a Complaint

Customers may lodge complaints through any of the following channels:

4.1 Via the website
Website Contact Form
Through our official website:
https://naturecarer.com.au/

4.2 Phone 03 8773 4595 Mobile 0468 146 637

4.3 Email info@naturecarer.com.au

4.4 Send letter to the Office Address
Unit 18, 820-828 Princes Highway, Springvale VIC 3171

Customers are encouraged to provide:

  • Full name
  • Contact details
  • Installation address
  • Invoice or contract reference
  • Description of the complaint
  • Relevant supporting documents or photos
  • Preferred resolution outcome

5. Complaint Handling Process

Step 1 — Acknowledgement
All complaints will be acknowledged within 5 business days of receipt. A complaint reference number may be provided for tracking purposes.

Step 2 — Assessment and Investigation
We will:

  • review the issue raised
  • examine relevant documents and records
  • speak with relevant staff, installers, or subcontractors
  • conduct site inspections where required
  • assess obligations under NETCC, ACL, and Solar Victoria

Step 3 — Resolution
Possible resolutions may include:

  • clarification of misunderstanding
  • correction of documentation
  • repair or rectification works
  • replacement of faulty products
  • warranty support
  • refund or partial refund
  • compensation where appropriate
  • formal apology
  • staff retraining or process improvement

Customers will receive the resolution outcome in writing.

Step 4 — Escalation
If the customer is not satisfied with the outcome, the complaint will be escalated to senior management for further review.

6. External Dispute Resolution

If the customer remains dissatisfied after internal review, they may contact the following independent bodies:

New Energy Tech Consumer Code (NETCC)
Website: https://www.newenergytech.org.au
Email: info@newenergytech.org.au

Consumer Affairs Victoria
Website: https://www.consumer.vic.gov.au

Solar Victoria
Website: https://www.solar.vic.gov.au

Essential Services Commission (VEU Program)
Website: https://www.esc.vic.gov.au

ACT: Access Canberra Phone: 13 22 81 Postal: Fair Trading, GPO Box 158, Canberra City ACT 2601

NSW: Fair Trading Phone: 13 32 20 Postal: PO Box 972, Parramatta 2124

NT: Consumer Affairs Phone: (08) 8999 1999 or 1800 019 319 email: consumer@nt.gov.au Postal: PO Box 40946, CASUARINA NT 0811

Qld: Office of Fair Trading Queensland Phone: 13 QGOV (13 74 68) email: BrisbaneOFT@justice.qld.gov.au Postal: GPO Box 3111, Brisbane QLD 4001

SA: Consumer and Business Services Phone: 13 18 82 Postal: GPO Box 1719, Adelaide SA 5001

Tas: Consumer, Building and Occupational Services (CBOS) Phone: 1300 654 499 email: cbosinfo@justice.tas.gov.au Postal: PO Box 56, Rosny Park TAS 7018

Vic: Consumer Affairs Victoria Phone: 1300 558 181 Postal: GPO Box 123, Melbourne VIC 3001

WA: Consumer Protection - Department of Mines, Industry Regulation and Safety Phone: 1300 304 054 email: consumer@dmirs.wa.gov.au Postal: Department of Mines, Industry Regulation and Safety, Consumer Protection, Locked Bag 100 EAST PERTH WA 6892

ACCC: Australian Competition & Consumer Commission Phone: 1300 302 502 Postal: GPO Box 3131, Canberra ACT 2601

Administrator for New Energy Tech Consumer Code: info@newenergytech.org.au 03 9929 4195

7. Refunds and Warranties

Refunds will be assessed in accordance with:

  • Australian Consumer Law
  • Product manufacturer warranty terms
  • Contract terms
  • NETCC obligations
  • Solar Victoria requirements where applicable

Customers are entitled to remedies where products or services fail to meet legal consumer guarantees.

8. Privacy and Confidentiality

All complaints will be handled confidentially and in accordance with the Privacy Act 1988 (Cth) and applicable privacy obligations.

Customer information will only be used for complaint resolution and compliance purposes.

9. Record Keeping

Nature Carer Environmental Solutions will maintain complaint records including:

  • complaint details
  • investigation notes
  • communications
  • supporting documents
  • final resolution
  • corrective actions implemented

Records will be retained in accordance with regulatory obligations and internal compliance requirements.

10. Continuous Improvement

Complaint trends will be reviewed regularly to:

  • improve customer experience
  • strengthen compliance systems
  • improve installer performance
  • improve documentation and quoting standards
  • reduce repeat issues
  • support NETCC and VEU compliance obligations

11. Policy Review

This policy will be reviewed annually or earlier where regulatory changes occur under:

  • NETCC
  • Australian Consumer Law
  • Solar Victoria
  • Victorian Energy Upgrades (VEU)
  • internal compliance reviews