Complaints Handling Procedure
At Solstra, we ensure all our customers are well looked after, present and past. This includes maintaining an effective flow of communication and responding to your concerns in a timely manner. Should a complaint arise from any work undertaken by Solstra, please follow the below procedure to ensure a timely resolution.
Please contact us regarding your issue via any of the following:
Phone - 0478 638 970
Email - firstname.lastname@example.org
Complaint form - solstra.com.au/complaints (below)
Post - Solstra, 10 Tintern Court, Frankston South, VIC 3199.
Acknowledgement of complaints received will be sent within three business days. Complaints are entered into our service management system and reviewed within seven days. The review may include discussions over the phone; requesting further information, photos or supporting evidence; returning to the site to review the concern; or resolving the issue straight away.
If the complaint is deemed to be a warranty claim directly resulting from the work completed by Solstra, we will coordinate with you to rectify the problem within 21 days.
If you are not satisfied with our resolution and wish to escalate your complaint further, you may do so by contacting Consumer Affairs Victoria on 1300 558 181.