HomeComplaint Handling Procedure

Complaint Handling Procedure

At Paragon Solar Power, our primary objective is to provide you with top-tier solar services and products that cater to your energy needs and aspirations. We understand that unforeseen issues can arise, and we are committed to addressing any concerns you may have through a transparent and efficient complaint handling procedure. This process is designed to ensure your satisfaction and help us continually improve our services.

To initiate the complaint resolution process, please reach out to us via email at [email protected]. In your complaint email, kindly provide the following information:

  • Your name and contact details.

  • Details of your contract or project with Paragon Solar Power.

  • A comprehensive description of the issue or concern you’re facing.
  • Any steps you have taken to address the issue on your end.
  • Desired resolution or remedy.

Upon receiving your complaint, we will acknowledge its receipt within 48 business hours.

Our team will promptly initiate an investigation into your complaint within 48 business hours of receipt. We understand the importance of timely resolution, and we strive to provide you with feedback within 3 weeks of receiving your complaint. If additional time is needed for a thorough investigation, we will inform you of the extended timeframe, ensuring that your complaint is resolved within a maximum of 25 business days from its receipt.

As part of our commitment to resolving your complaint efficiently, one of our dedicated customer care executives will reach out to you over the phone. They will work with you to address the issue and explore potential solutions tailored to your specific situation.

If your concern requires further analysis and attention, we will escalate the matter to our specialized resolution team. This team is equipped to thoroughly assess the issue and provide you with the best possible resolution in line with your needs.

In rare cases where an issue necessitates a detailed on-site analysis, our resolution team will organize a qualified technician to visit your location. This technician will work towards a comprehensive resolution of the issue, ensuring your complete satisfaction.

At Paragon Solar Power, we strive to address all concerns internally and provide you with a satisfactory resolution. However, we understand that you might seek external assistance if you’re not fully satisfied. If you believe that your concern has not been adequately addressed, you have the option to contact the following external authorities:

Clean Energy Council

Consumer Affairs (VIC)

Fair Trading (NSW)

Consumer Affairs (WA)

Regional Offices in WA

Department of Justice and Attorney-General - Office of Fair Trading (QLD)

Australian Competition & Consumer Commission (ACCC)

Contact Details for Complaints

Paragon Solar Power:
Phone: 07 3523 4211
Email: [email protected]
Address: Level 4, 339 Coronation Drive Milton QLD 4069

We highly value your feedback and take all complaints seriously. Our goal is not only to resolve your concerns promptly but also to learn from them and improve our processes for the benefit of all our customers. Your experience matters, and we are dedicated to ensuring your satisfaction. Please note that while we are committed to addressing your concerns internally, these external authorities can offer additional avenues for resolution if needed. We value your satisfaction and aim to provide the best possible customer experience throughout the complaint resolution process.

Thank you for choosing Paragon Solar Power. Your feedback helps us continually improve our services.

Best regards,
[Your Name]
Customer Relations Manager
Paragon Solar Power
[Your Contact Information]

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