Complaints Handling Procedure

Nova Renewable Energy is dedicated to resolving all complaints fairly, timely, and efficiently.

What is a Complaint?

A complaint is any expression of dissatisfaction or grievance regarding our products, services, or the way we’ve managed a previous complaint. While we strive to address all complaints promptly, we acknowledge that some may take precedence over others.

Our Complaint Procedure

Nova Renewable Energy adheres to the New Energy Tech Consumer Code (NETCC) by the Clean Energy Council and the Australian Standard on Complaints Handling (AS ISO 10002-2018).

1. Initial Response: We aim to find a resolution as soon as a complaint is received. If further investigation is needed, we will strive to resolve it or inform the customer of the actions being taken within five working days.
2. Further Investigation: If the complainant is not satisfied with the initial resolution, we will conduct a more thorough investigation and aim to resolve the complaint within 21 working days unless an extension is clearly warranted.
3. Extended Resolution Time: If resolving the complaint takes longer than anticipated, we will communicate the reasons for the delay and aim to resolve the issue within 45 days of the initial complaint.
4. Progress Updates: During the investigation, the complainant will receive regular updates via phone calls and/or emails regarding the progress.
5. Escalation: If the complainant is dissatisfied with the resolution at any stage, the complaint will be escalated to the next level of management for review.
6. Tracking and Assignment: All complaints are assigned individual case numbers and tracked by our in-house team. Each complaint is assigned to a specific team member, and updates are recorded accordingly.

Information Required to Lodge a Complaint

• Personal Information: Your name, contact details, and property address.
• Nature of the Complaint: Include as much detail as possible (e.g., installer-related issues, product dissatisfaction).
• Resolution Steps: Details of any actions you have already taken to resolve the complaint.

Office Contact Details

• Phone: 0413 138 452
• Email: info@novarenewable.com.au

If You Are Still Not Satisfied

If you are not satisfied with the outcome of your complaint, you may refer the complaint to the relevant Fair Trading or Consumer Affairs office in your state or territory:

• NETCC (New Energy Tech Consumer Code):
  • Website: NETCC | Make a complaint
  • Email: info@newenergytech.org.au
  • Phone: 03 9929 4195
• Clean Energy Council:
  • Phone: 03 9929 4100
  • Address: Level 15, 222 Exhibition Street, Melbourne VIC 3000
• Australian Competition & Consumer Commission:
  • Phone: 1300 302 502
  • Address: GPO Box 520, Melbourne VIC 3001
• Consumer Affairs Victoria:
  • Phone: 1300 558 181
  • Address: GPO Box 123, Melbourne VIC 3001

We are committed to ensuring all complaints are handled with the utmost care and respect, ensuring a satisfactory resolution for all parties involved.