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Complaints Policy

COMPLAINTS HANDLING PROCEDURE

Maclee Electrical believe It is best policy and in the best interest of all parties to achieve prompt resolution of disputes.  All customer / consumer complaints will be handled in a transparent, professional and ethical manner.

Consumers have the right to expect that PV systems supplied by a Maclee Electrical. will:
(a) perform properly;
(b) reflect the agreed contract;
(c) be fit for purpose as per the specifications provided

A complaint may include, for example, any expression of dissatisfaction with a product or service offered or provided, with the sales process or salesperson, or with the complaints handling procedure itself.

A complainant will be advised what we intend to do and provide clear timeframes for when to expect a response or when to expect a progress report.

PROCEDURE

CUSTOMER COMPLAINS VIA PHONE; EMAIL OR IN PERSON
CUSTOMER SERVICE DEPARTMENT ACCEPTS COMPLAINT AND GATHERS INFORMATION
CUSTOMER SERVICE DEPARTMENT ACKNOWLEDGES COMPLAINT – APOLOGISES
CUSTOMER SERVICE REPRESENTATIVE PERFORMS INITIAL ASSESSMENT OF COMPLAINT

   CUSTOMER SERVICE REPRESENTATIVE COMMUNICATES DECISION
   APOLOGY & ACTION
   REPAIR ORREPLACEMENT

CUSTOMER ACCEPTS DECISION
CASE CLOSED AND WRITTEN UP IN LOG BOOK

CUSTOMER DOES NOT ACCEPT DECISION

CUSTOMER SERVICE REPRESENTATIVE ESCALATES TO MANAGEMENT
MANAGEMENT RE-EVALUATES – DECISION MADE

CUSTOMER ACCEPTS DECISION

CASE CLOSED AND WRITTEN UP IN LOG

CUSTOMER STILL DOES NOT ACCEPT DECISION

CUSTOMER GOES TO EXTERNAL GOVERNMENT BODY IN THEIR RELATIVE STATE TO ASSESS MATTER
ALL CONTACTS SUPPLIED BY US
Maclee Electrical ABIDE BY DECISION OF EXTERNAL BODY

CASE CLOSED AND WRITTEN UP IN LOG
Complaints can be referred to the relevant Fair Trading or Consumer Affairs office in your state; complete listing below as follows:

Victoria
Victoria Consumer Affairs Victoria
GPO Box 123
Melbourne 3001
T.1300 55 81 81

Queensland
Queensland Office of Fair Trading
GPO Box 3111
Brisbane QLD 4001
T.13 13 04 13 74 68
fairtrading.qld.gov.au

ACT
Australian Competition and Consumer Commission
GPO Box 3131
Canberra ACT 2601
T.1300 302 502
accc.gov.au

Australian Capital Territory Office of Regulatory Services
GPO Box 158
Canberra ACT 2601
T.(02) 6207 0400 (02) 6207 3000
ors.act.gov.au

New South Wales
NSW Fair Trading
PO Box 972
Parramatta NSW 2124
T.13 32 20
fairtrading.nsw.gov.au

Northern Territory
Northern Territory Consumer Affairs
GPO Box 1722
Darwin NT 0801
T.1800 019 319
consumeraffairs.nt.gov.au

South Australia
South Australia Office of Consumer & Business Services
GPO Box 1719
Adelaide SA 5001
T.(08) 8204 9777
ocba.sa.gov.au

Tasmania
Tasmania Office of Consumer Affairs & Fair Trading
GPO Box 1244
Hobart TAS 7001
T.1300 654 499
consumer.tas.gov.au

Western Australia
Western Australia Department of Commerce
Consumer Protection
Locked Bag 14
Cloisters Square WA 6850
T.1300 30 40 54
commerce.wa.gov.au

Tracking of complaints
The complaint will be tracked from initial receipt through the entire process until the complainant issatisfied or the final decision is made. An up-to-date status will be made available to the complainant
upon request and at regular intervals, at least at the time of pre-set deadlines.

Acknowledgement of complaints
Receipt of each complaint will be acknowledged to the complainant immediately (for example through post, phone, or e-mail).

Initial assessment of complaints
After receipt, each complaint will be initially assessed in terms of criteria such as severity, safety implication, complexity, impact, and the need and possibility of immediate action.

Investigation of complaints
Every reasonable effort will be made to investigate all the relevant circumstances and information surrounding a complaint. The level of investigation will be commensurate with the seriousness, frequency of occurrence, and severity of the complaint.

Response to complaints
Following an appropriate investigation, Maclee Electrical will offer a response for example, correct the problem and prevent it happening in the future. If the complaint cannot be immediately resolved, then it should be dealt with in a manner intended to lead to its effective resolution as soon as possible

Communicating the decision
The decision or any action taken regarding the complaint, which is relevant to the complainant or to the personnel involved, should be communicated to them as soon as the decision or action is taken.

Closing complaints
If the complainant accepts the proposed decision or action, then the decision or action should be carried out and recorded. If the complainant rejects the proposed decision or action, then the complaint should remain open. This should be recorded and the complainant should be informed of alternative forms of internal and external recourse available.  Maclee Electrical will continue to monitor the progress of the complaint until all reasonable internal and external options of recourse are exhausted or the complainant is satisfied.

Analysis and evaluation of complaints
All complaints will be classified and then analysed to identify systematic, recurring and single incident problems and trends, to help eliminate the underlying causes of complaints, and to identify opportunities for improvement or changes in processes, products and services offered.