Complaint Handling Procedure

At Kin Energy, we are committed to responding to customer feedback effectively and efficiently. Feedback assists us to improve our services and deliver better outcomes. While we strive to deliver best of service to our customers, there may be times where we may receive customer complaints. We have set up this procedure to help manage and resolve complaints.

1. Scope of the Complaint

Complaints managed under this policy:
• Solar PV System
• Employees or Installers
• Warranty
• Rebates

2. Kin Energy’s Complaint Procedure

We will always try to find a resolution to all complaints at the time they are raised. However, if we need to investigate the complaint further in detail, we will aim to resolve it within ten (10) business days of receiving the complaint in writing.

For any reason the complaint resolution is not going as fast as we set out, we will communicate the need for more time and will request for a new time frame. During the resolution time our customer will be provided with updates via phone calls, texts and/or emails about the progress. If our customer is not satisfied with the decision, we will escalate and expedite the request to the higher governance authority depending upon the nature of the complaint.

First point of contact for complaints will be handled by our post installation team and if no outcome has been received then the post installation team will redirect the complaint to the management team who will be able to review and find the required resolution for all parties.

Kin Energy requires the following information:
• Name and contact details
• Job/contract number
• Nature of the complaint
• Remedy requested
• Copies of evidence that supports your complaint
• Details of conversation you may or had with the relevant person

In the case you would like to escalate a complaint within Kin Energy or outside Kin Energy, please use the following details:

Kin Energy (First Point of Contact) Phone: 1300 161 858 Email: [email protected] Website: https://kinenergy.com.au Clean Energy Council Phone: 03 9929 4141

Australian Competition and Consumer Commission Phone: 1300 302 502   Consumer Affairs Victoria Phone: 1300 558 181

Please provide your solar sales documentation to validate a complaint.