Summary: Email info@solarrelay.com.au with "Complaint" in the subject line. We acknowledge complaints within 2 business days and aim to resolve them within 15 business days. Different processes apply depending on whether your complaint is about Solar Relay, unwanted contact, data sharing, a participating provider, or an installation dispute.
How to make a complaint
Email info@solarrelay.com.au with "Complaint" in the subject line, and include your name, contact details, the date of your enquiry (if relevant), and what happened. We will:
- Acknowledge your complaint within 2 business days
- Investigate and keep you updated
- Give you a written outcome, aiming for resolution within 15 business days
1. Complaints about Solar Relay
If your complaint is about our service — for example the verification process, how you were matched, something on our website, or how our team dealt with you — we investigate internally and respond with an outcome and, where appropriate, a remedy.
2. Complaints about unwanted contact
If you're receiving calls, SMS or emails you don't want (from us or from a matched provider):
- Tell us at info@solarrelay.com.au — we will stop our own contact and instruct every provider your enquiry was shared with to stop contacting you.
- We record your opt-out so your details are not shared again.
- If a provider keeps contacting you after you've opted out, tell us — continued contact breaches their agreement with us and may lead to their suspension.
3. Complaints about data sharing or privacy
If you believe your information was shared incorrectly — for example with more providers than permitted, after you withdrew consent, or in breach of our Privacy Policy:
- Contact us and we will investigate exactly who received your information, using our sharing records (every lead we share is logged with timestamp and recipients).
- We will correct the issue, instruct providers to delete data where required, and tell you the outcome.
- If you're not satisfied, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
4. Complaints about a participating provider
If your complaint is about a provider's conduct — pressure selling, misleading claims, poor communication or unprofessional behaviour:
- Report it to us. We record complaints against each provider and review their participation in the service.
- Serious or repeated complaints can lead to a provider's suspension or removal.
- You can also complain directly to the provider using the complaints contact they are required to maintain.
5. Installation or quotation disputes
Your installation contract is between you and the provider — Solar Relay is not a party to it and cannot resolve contractual disputes. If you have a dispute about a quotation, installation quality, delays or warranty:
- Raise it with the provider first, in writing, using their complaints contact.
- If unresolved, contact your state or territory consumer affairs / fair trading body (for example Consumer Affairs Victoria or NSW Fair Trading).
- Your rights under the Australian Consumer Law apply to the provider's goods and services and are not affected by Solar Relay.
- Please also tell us about the dispute — it informs whether the provider stays in our network.
External complaint bodies
- Privacy: Office of the Australian Information Commissioner — oaic.gov.au
- Consumer disputes: your state or territory fair trading or consumer affairs body
- Telemarketing / spam: Australian Communications and Media Authority (ACMA) — acma.gov.au