Wattle Powr’s Complaints Policy

1. Introduction

Wattle Powr is a registered business and an operating business division of UPowr Pty Ltd (ABN 39 627 040 386), providing managed retail services such as solar and renewable energy installations, maintenance, and customer support. We recognise the value of customer complaints as an essential tool in monitoring and improving our services.

The purpose of this Complaint and Dispute Resolution Policy is to:

  • Recognise, promote, and protect customer rights to lodge complaints about Wattle Powr’s services.

  • Ensure an accessible complaints management process is in place.

  • Provide a mechanism for resolving complaints efficiently, fairly, and transparently.

  • Record, assess, and review complaints on an ongoing basis to drive service improvements.

2. Scope 

This policy applies to all Wattle Powr customers, individuals, and agents who wish to make a complaint regarding our services, including:

  • Solar and battery installation customers

  • Service and maintenance customers

  • Finance and warranty-related inquiries

  • Energy product retail customers

3. Definitions 

  • Complaint: An expression of dissatisfaction about Wattle Powr’s services where a response or resolution is expected (aligned with ISO AS 10002-2006).

  • Customer: A party that receives services from Wattle Powr.

  • Dispute: A conflict regarding service terms, warranty obligations, or contract execution.

  • Dissatisfaction: Customer dissatisfaction that does not yet constitute a formal complaint.

  • Service: Any product or service provided by Wattle Powr, including installation, maintenance, and post-sale support.

4. Policy Statement 

Wattle Powr’s Executive Team is committed to providing the necessary support and resources for effective dispute resolution, including:

  • A dedicated Customer Resolutions Team trained in complaints handling.

  • Implementation of a structured complaints management process.

  • A robust reporting framework to review complaint trends.

4.1. Accessibility

Customers may lodge complaints via:

  • Phone: +61 2 8310 4395

  • Email: complaints@wattlepowr.com.au

  • In Writing: Level 17, Three International Towers, 300 Barangaroo Ave, Barangaroo NSW 2000

4.2. Responsiveness

  • Complaints will be reviewed promptly and assigned to a complaints handling consultant.

  • Customers will be kept informed of progress via their preferred communication method.

  • Wattle Powr aims to resolve complaints within 21 days. If additional time is required, customers will be notified.

  • The maximum resolution timeframe is 45 days.

4.3. Objectivity & Fairness

  • Complaints will be handled equitably and transparently.

  • Investigations will be conducted impartially, ensuring fair treatment of both the complainant and employees.

4.4. Confidentiality

  • All complaints are recorded and handled in strict confidence.

  • Personal information will only be accessed as necessary to resolve the complaint.

  • Wattle Powr will process personal data in accordance with Australian privacy laws and the Wattle Powr Privacy Policy.

4.5. Continuous Improvement

  • Complaint trends will be tracked and analysed to identify process gaps.

  • The complaints management framework will be reviewed annually.

5. Complaints Process

When a complaint is received:

  1. Acknowledgment:

    • If not received by phone, Wattle Powr will acknowledge complaints within 3 business days.

  2. Investigation:

    • A Customer Resolutions Consultant will assess the issue and investigate relevant service records.

  3. Response & Resolution:

    • A resolution will be provided within 21 days.

    • If further investigation is needed, the customer will be informed and provided with an expected timeframe (max 45 days).

6. Escalation Process

If a customer is not satisfied with the outcome:

  • They may request escalation to a senior representative.

  • If still unresolved, customers may seek external dispute resolution through state-based consumer protection agencies or ombudsman services, as outlined in cl 12.3 of the UPowr Solar PV Sale and Installation agreement.

7. No Fees for Complaints

Customers will not be charged for lodging or processing complaints.

8. Policy Review

This policy will be reviewed annually to ensure continued effectiveness and compliance.

9. Contact Us

For complaints or further assistance:

📧 complaints@wattlepowr.com.au
📍 Level 17, International Tower 3, 300 Barangaroo Ave, Sydney NSW 2000