Dispute Resolution & Complaint Management Policy

INTRODUCTION

Our vision is to be the company of choice in enabling householders and business owners to implement high-quality, energy saving technologies; therefore, Horizon Solar Power consistently encourages feedback from our customers and other stakeholders. with a view that any complaint or issue is an opportunity to improve customer satisfaction by developing and strengthening our processes, systems and engagement. 

At Horizon Solar Power, our priority is customer satisfaction; we have processes and procedures in place to reduce the likelihood of a customer or stakeholder complaint in the event that a product or a service does not meet the desired standard or outcome. Horizon Solar Power has formulated and implemented a Complaints Management Policy which welcomes complaints and ensures these are recorded and satisfactorily dealt with in a timely manner. The information obtained through the Complaints Management Policy is recorded, reviewed and assessed and is important to the organisation’s future direction in that it could lead to improvements in processes and procedures which could then improve the company’s reputation. 

POLICY PURPOSE

The purpose of the policy is to provide customers with a fair, consistent and structured process for handling complaints if they are dissatisfied with a product, service, action, or decision of the company. Emphasis will be placed on resolving complaints as quickly as possible. However, where complaints cannot be settled quickly or easily, we will ensure that they are dealt with through appropriate, more formal procedures.

POLICY SCOPE

This policy applies to the Horizon Solar Power head office and other places where work is carried out including work from home offices and onsite locations. It applies to all Horizon Solar employees, customers and stakeholders. This policy does not apply to complaints that are required to be handled according to the requirement of other legislations. Where a complaint does not fall within our responsibility, we will endeavour to direct the customer to the appropriate authority or service provider for resolution.

ROLES & RESPONSABILITIES 

Frontline Staff 

• Receiving the complaint and where possible resolving it at the point of contact, within the scope of their role. 
• Complying with this policy. 
• Ensuring complaints are recorded as per the company’s record keeping policy. 
• Escalating complex complaints to the appropriate senior staff member. 

Director

• Investigating the matter and contacting the complainant where a complaint is escalated to them because it cannot be resolved by frontline staff. 
• Complying with the policy. 
• Ensuring staff understand this policy. 

Contractors

• Complying with policy.
• Ensuring they and their employees understand this policy.

• Managing any referred complaints in accordance with this policy and guidelines.

Note: In Victoria, the accredited person MUST manage the conduct of the scheme participant, any scheme participants carrying out a regulated action for or on behalf of the accredited person; and any other person carrying out a regulated action in relation to a prescribed activity for which the accredited person will be creating a certificate. This covers consumer complaints relating to the conduct of the aforementioned parties carrying out a regulated action; scheduling the prescribed activity; and creating certificates for the prescribed activity.

HOW TO MAKE A COMPLAINT 

Customers and stakeholder can make a complaint via:

Address: Level-2/208 Hall St, Spotswood VIC 3015

E-Mail: info@horizonsolarpower.com.au

Phone: 1300 851 707 Mon-Fri 9am to 5pm

In Person: through an on-site discussion with a Horizon Solar Power representative

It is the responsibility of the receiving employee to promptly assess the urgency, severity and required action, and also to garner as much information as possible so as to effectively address the complaint.

COMPLAINTS MANAGEMENT PROCEDURE – INTERNAL

Receipt 

The person receiving the complaint is to ensure that the full details of the complaint and complainant will be recorded in the company’s complaints register including: 

• time and date of receipt of complaint 
• the name of the person that received the complaint 
• complainant’s name and contact details including their address, mobile telephone number and email address 
• nature of their complaint 
• supporting information or documentation or photographs 

Complainants will be requested to follow up their complaint in writing (preferably email) and to submit any supporting information or documentation. 

Acknowledge 

Complainants are to be advised that their complaint will be assessed and that if the matter comes within the responsibility of the organisation it will be investigated. Complainants are to be advised within 5 days what action, if any is to be taken.

Assess

Assess the complaint, check any/all relevant records including assignment forms, invoices, decommissioning records, installer notes, audit/compliance records. Upon assessment, decide whether the complaint can be resolved swiftly. If not, proceed to send full details to the director who will determine the seriousness of the matter, what action is required and the extent of any investigation. 

Investigate 

When required, a full investigation will be carried out and the findings will be documented to ensure all aspects of the complaint have been addressed and canvassed and a decision will then be made about what further action needs to be taken.

Resolve and Confirm 

The staff member handling the complaint or the director will ensure that the final resolution is clear and fair and that it meets the organisations expectations.

Response to Complainant 

The complainant will be notified of the outcome in writing with details of any findings without disclosing any confidential or private information. Horizon Solar Power will endeavour to resolve and respond to complaints within 20 days of receipt.

Closing the Complaint & Review 

Horizon Solar Power will maintain records regarding complaints and how these were managed and resolved. All complaints will be reviewed monthly by management and staff notified of any trends or other important issues that were identified and how these were dealt with.

COMPLAINTS MANAGEMENT PROCEDURE – EXTERNAL

In the event that the complaint cannot be resolved through internal processes, the complainant will be directed to the following resources to manage and resolve their complaint:

Consumer Affairs Victoria 

Web: Resolve your problem – Consumer Affairs Victoria

Phone: 1300 55 81 81

Essential Services Commission   

Web: Victorian Energy Upgrades program | Essential Services Commission

E-Mail: veu@esc.vic.gov.au

Phone: (03) 9032 1310 Mon-Fri 9am to 5pm

Horizon Solar Power will ensure that it co-operates fully with an external body should the need arise in order to satisfactorily resolve the customer’s complaint.

Non-Compliance and Policy Breaches 

Employees who are not fully compliant with this policy will be provided with additional information, instruction, training, or supervisory support to assist them to meet the standards required. Employees who are in blatant breach of this policy and who have subsequently placed themselves, others or the company at risk will be subject to disciplinary action that may lead to termination of employment.

Policy Review

This policy will be reviewed every 12 months, and earlier when there are legislative changes or changes in the workplace or the systems of work.