Voltz EnergyVOLTZ ENERGY
CUSTOMER PROTECTION // NETCC & AS ISO 10002

Complaints Handling Policy

Effective Date: 1 January 2026 · Voltz Energy Pty Ltd (NETCC Approved Retailer · REC #31942)

1. Our Quality and Consumer Code Commitment

As a Clean Energy Council Accredited installer and New Energy Tech Consumer Code (NETCC) Approved Retailer, Voltz Energy is committed to resolving customer concerns swiftly, transparently, and fairly. Our dispute resolution process complies with Australian Standard AS ISO 10002: Customer Satisfaction (Guidelines for Complaints Handling).

2. How to Lodge a Complaint

If you experience any dissatisfaction with your quotation, system performance, trade workmanship, or rebate processing, you can lodge a complaint through any of the following channels:

BY TELEPHONE (03) 9969 3615 (Landline) +61 426 183 990 (WhatsApp) Mon-Sat: 9:00am-6:00pm
BY EMAIL sales@voltzenergy.com.au Dedicated dispute officer
IN WRITING Voltz Energy Customer Care
Geelong, VIC 3220

3. Three-Stage Resolution Timeline

STAGE 1
Acknowledgment within 2 Business Days Your complaint is recorded with a unique tracking ID and assigned to a senior technical manager.
STAGE 2
Investigation & Technical Review (within 14-21 Days) If necessary, an on-site master electrician inspection is arranged to test hardware, inverter telemetries, or wiring. A written resolution or corrective action plan is provided.
STAGE 3
Implementation & Quality Sign-Off Agreed remediations, equipment replacements, or adjustments are executed at $0 cost to the customer under our 7-Year Workmanship Warranty.

4. Independent External Escalation

If you are not satisfied with our proposed resolution, you have the right to escalate your complaint free of charge to independent statutory consumer bodies: