Our commitment
Sunbridge Energy (Vic) Pty Ltd, trading as Sunbridge Energy ("Sunbridge", "we", "us" or "our"), takes every complaint seriously. We handle complaints fairly, promptly and transparently, at no cost to you, and we treat the information you give us in accordance with our Privacy Policy.
A complaint is any expression of dissatisfaction with our products, our services, our staff or contractors, or the way we have handled an earlier complaint, where you expect a response or a resolution. You do not need to use the word "complaint" for us to treat your concern as one.
What to include
To help us resolve your complaint quickly, please give us as much of the following as you can:
- Your name, phone number and email address
- The address of the property the quote or installation relates to
- Your quote, contract or invoice number, if you have one
- What happened, when it happened, and who you dealt with
- Copies of any relevant documents, photos or correspondence
- What outcome you are looking for
Help making a complaint
If you need assistance to make a complaint — for example if English is not your first language, or you have a disability or other accessibility need — let us know and we will help you, or you can ask someone you trust to make the complaint on your behalf. If you would like an interpreter, contact the Translating and Interpreting Service (TIS National) on 131 450 and ask them to call us.
What we will do, and how long it will take
When we receive your complaint, we will:
- Acknowledge it within 2 business days and tell you who is handling it
- Investigate it fairly and, wherever possible, resolve it at the first point of contact
- Aim to resolve it within 15 business days; if we cannot, we will give you a progress update by then and explain what is outstanding
- Provide you with a final response within 25 business days of receiving your complaint, unless we have both agreed to a further extension
- Set out in our final response what we found, what we will do about it, and your options if you are not satisfied
What we do with complaints
We keep a record of every complaint we receive and how it was resolved. We review our complaints regularly so that the same problem does not happen twice, and we use what we learn to improve our products, our processes and our customer service.
How to contact us
You can make a complaint by any of the following methods. Making a complaint is free.
- Post
- Sunbridge Energy (Vic) Pty Ltd, trading as Sunbridge Energy
21 Underwood Road, Homebush NSW 2140
If you are not satisfied with our response
If you are unhappy with our final response, or you have not received a final response within 25 business days, you can take your complaint to the consumer protection agency in your state, or to the New Energy Tech Consumer Code Administrator. Doing so does not affect your rights under the Australian Consumer Law.
