Complaints

UPowr recognises the value of customer complaints as an important tool in monitoring and responding to customer expectations. The purpose of the UPowr Complaint and Dispute Resolution Policy is to: 

  • Recognise, promote and protect customer rights to complain about dealings with UPowr; 

  • Ensure that an accessible complaints management process is in place and take appropriate action to resolve complaints as required; 

  • Provide a mechanism for resolving complaints in a timely, efficient and productive manner; and 

  • Record, assess and review complaints on an ongoing basis to improve the products and services offered by UPowr. 

Scope 

The policy applies to all customers, individuals and agents who wish to make a complaint relating to our service. 

Objective 

The objective of this Policy is to deliver an efficient complaints management process, aligned with UPowr's business values, core vision and strategic objectives. 

It also serves to demonstrate that UPowr has adopted industry best practice and ensured that its customer complaints management process is compliant with the Australian Standard AS ISO 10002 – 2006 “Customer “Satisfaction – Guidelines for complaints handling in organisations”. 

Definitions 

  • Complaint is an “expression of dissatisfaction made to UPowr, related to its services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected” as defined by the Australian Complaint Handling Standard ISO AS 10002-2006. 

  • Customer is a party that receives or consumes services from UPowr.

  • Dispute is a conflict or controversy; a conflict of claims or rights; an assertion of a right, claim, or demand on one side, met by contrary claims or allegations on the other. 

  • Dissatisfaction is when a customer expresses displeasure, disappointment, unhappiness, anger or frustration regarding an experience. 

  • Enquiry is a request for information about UPowr services that does not reflect dissatisfaction and is generally any question or concern that is not resolved through the customer’s initial contact when UPowr provides information or referral which satisfies the customer or any query that needs an answer from another business unit / person where no Dissatisfaction is expressed. 

  • Services are products or services provided by UPowr through the UPowr platform to the Customer during and after the sale of solar and or associated products. 

  • UPowr is a solar retailer. 

Policy Statement 

UPowr recognises that all individuals have the right to complain, have complaints heard and be treated with respect during that process. Any individual who makes a complaint also has the right to not be discriminated against as a result of making the complaint. This means customers will not be treated unfavourably or discriminated against for raising a complaint or dissatisfaction, including in the way UPowr communicates and provides services both during the resolution of the complaint and once the complaint is resolved. 

UPowr recognises that complaints can often highlight gaps in processes and encourages customers to raise issues so they can be addressed. 

The guiding principles from the AS ISO 10002 – 2006 “Customer Satisfaction – Guidelines for complaints handling in organisations” apply to UPowr in the following manner: 

  • Commitment – The UPowr Executive Team are committed to a dispute resolution system and providing the necessary support and resources for the system to operate effectively (including the provision of appropriately trained employees, the implementation of a complaints management process and the existence of a robust complaints reporting procedure). 

  • Resources – UPowr has deployed the necessary resources to ensure that the customer’s Dispute Resolution process operates effectively and efficiently and that complaints are managed by employees who have received sufficient training and are competent to deal with customer complaints received. 

  • Visibility – UPowr informs its customers of its customer complaints management process through its customer contracts which are provided to all customers who sign up with UPowr. Our PV Sale and Installation Agreement is available on the UPowr platform for all customers to review prior to engaging in services with UPowr. 

  • Employees who also receive and / or manage complaints have a thorough understanding of UPowr's customer complaints management process and can provide this information to customers upon request. 

  • Accessibility – UPowr customers have the right to make a complaint to UPowr by any reasonable means (e.g. telephone, email, online and in writing), and we provide appropriate direction on how to do so in our Standard Complaints and Dispute Resolution Procedure. 

  • Responsiveness – UPowr deals with and responds to complaints promptly and keeps complainants informed of the process and the progress of their complaint. UPowr will acknowledge all complaints received within 3 business days and seek to achieve a resolution in a timely manner or point to another document where such a statement is contained. 

  • Objectivity – Each complaint is addressed in an equitable, objective and unbiased manner. UPowr recognises the need to be fair to both the complainant and any employee involved in handling the complaint. 

  • Charges – UPowr does not charge customers for the lodgement and processing complaints. 

  • Confidentiality – All complaints are recorded and dealt with in the strictest confidence. 

  • Personal information of the complainant is accessed only as necessary and only for the purposes of addressing the complaint. All personal information is treated by UPowr consistent with its obligations under the Privacy Act and UPowr Privacy Policy. 

  • Customer-focused approach -  UPowr is committed and acknowledges everyone’s right to complain to will provide efficient and equitable resolution. 

  • Accountability – All complaints are reported to the UPowr Executive Team, and statistics are reported for review, together with information on the outcomes of the UPowr complaints management process. 

  • Continual Improvement – UPowr has established a complaint-tracking system to ensure that systemic problems are identified; classified, and analysed. The UPowr customer dispute resolution process is reviewed on an annual basis to ensure it is delivering effective outcomes. Complaint root causes are identified and used to drive continuous business improvement. 

What happens when a Complaint is made by a Customer? 

When a complaint is received by UPowr: 

  • UPowr will record the details of the complaint as part of UPowr customer complaint management process, give it genuine consideration and seek to achieve a fair outcome for both the customer and UPowr; 

  • If the complaint is not received by telephone, UPowr will acknowledge receipt of the complaint within 3 business days; 

  • Customer complaints are allocated to a complaints handling consultant. UPowr will enquire into the complaint within a reasonable timeframe, having regard to the nature and complexity of the complaint; 

  • UPowr will keep the customer informed of any progress via the customer’s preferred communication method, or if the customer does not specify a communication method, via the communication method by which they made the complaint; 

  • UPowr will treat the complaint respectfully and handle all personal information in accordance with the Privacy Act and UPowr’s Privacy policy; and 

  • If appropriate, UPowr will make changes to remedy the situation to prevent the situation from recurring. 

Timelines

Feedback on the outcome of complaints will be provided to the customer within 21 days of receipt. Where additional time is required, customers will be informed of the need for more time to complete the investigation. However, the investigation must be completed within 45 days of receipt of the complaint.

What happens if the complainant is not satisfied with the outcome? 

If a complainant is dissatisfied with a decision, we will inform the customer of their right to have their complaint escalated to a senior UPowr representative; 

If the complaint is not resolved to the customer’s satisfaction, we inform the customer that they may take their complaint to the relevant external dispute resolution body (i.e. the relevant ombudsman) as outlined in cl 12.3 of the UPowr Solar PV Sale and Installation agreement; 

UPowr contact details

Phone: +61 2 7908 2762
Email: support@upowr.com.au

This Policy will be reviewed annually.