Complaints handling procedure
Solstra aims to ensure any customer is looked after, past or present. This includes maintaining an effective flow of communication and responding to your concerns in a timely manner. Should a complaint arise from any works undertaken by Solstra, please follow the below procedure to ensure a timely resolution.
Please contact us and advise us of the issue by any of the following means:
Phone: 0478 638 970
Fill in the complaint form on our website at www.solstra.com.au/contact/complaints (below)
Write to us: 10 Tintern Court, Frankston South, VIC 3199.
Acknowledgement of complaints received will be sent within 3 business days. Complaints are entered into our service management system and reviewed within 7 days. This may include further discussions over the phone, requesting further information, photos or supporting evidence, or returning to the site to review the concern or fix it straight away.
Once we have investigated the complaint, we will advise if this is a legitimate warranty claim directly resulting from the works completed by Solstra. If so, the rectification process will be anywhere between 1–21 days, where we'll coordinate with you to undertake the repairs.
If at this point you are not satisfied with Solstra and wish to escalate your complaint, you may do so by contacting Consumer Affairs Victoria on 1300 558 181.