Consumer information 

 Company policy Ultraclean Solar Services understands that customer satisfaction is the most important outcomes for our customers and our business. Our Customer Complaint process will include all members of Ultraclean Solar services, Installers and wholesalers/manufacturers to resolve issues in the quickest way possible. Upon receipt of customers issue (both written and verbal) we adhere to the following proceedure in order to maintain our genuine commitment complete customer satisfaction.

Our Process: -Record in Complaints Register and verify concern / issue. -Acknowledge, Consult with Customer and other relevant parties. -Appoint SAA Accredited Service Technician allowing time to assess issue. -Communicate findings to customers and rectification process. -Implement solution and monitor. -Analyse findings and report to customer. -Maintain communication with customer.
Length of time to rectify issues: High grid voltage above regulator (Powercor) limits: Collect evidence of high voltage issue / Notify Regulator (Powercor) 21 days and follow up 4 weeks with DNSP/ advise customer of updates progress of rectification. -Higher power bills than expected : 1 Day report/ 10 Days to rectify or advise / acknowledgement follow up next billing cycle with customer. -Inverter Failure / Solar Panel failure: 1 Day acknowledgement / test inverter for faults / check manufacturer warranty replacement of inverter organised communicated to customer rectification estimated time of inverter replacement commissioning 21 days or better. Other Problems : 1 Day acknowledgment / 1-20 days advise customer of rectification / replacement. Unable to set Emergency backstop upgrade and test / advise customer / re check and run test / advise customer of zero export option/outcome.

IMPORTANT INFORMATION: Please be advised Our Warranty or Manufacturers Warranty DOES NOT COVER Unforseen issues with your system such as Owner Neglect, Damage as a result of other equipment or hardware, Failure to properly maintain your solar hardware, Local and national supply grid issues, Animal or Pest Damage, Public Vandlism, Weather, Siemic or Cosmic Events, Earthquake Civil unrest and War.
A Customer may lodge a complaint by: EMAIL: [email protected]
IN WRITING TO: 149 Mt Baimbridge rd Hamilton 3300.
We will make every effort to resolve your issue in a timely manner, however,
If your issue/issues remain unresolved you have the right to refer your complaint to: Consumer Affairs Victoria: 1300 55 8181. https://www.consumer.vic.gov.au/contact-us