Complaints Handling Procedure

 

Policy
1.1 This policy is intended to ensure that Panda Power Australia Pty Ltd ("we" / "us" / "Panda Power") handles complaints effectively.

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Definitions
2.1 For the purposes of this policy:
(a) Complaint means an expression of dissatisfaction made to or about us, relating to the quality of our products, services, customer service or complaints handling process. For example, this may include dissatisfaction with a solar PV system or inverter we offered, the sales process or representative, or our handling of a previous complaint.
(b) Complainant means any person, organisation or their representative making a complaint.

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How to Make a Complaint
3.1 You may make a complaint:
3.1.1 By calling us on 1800 413 833;
3.1.2 By writing to us addressed to the "Complaints Handling Officer" via email at aftercare@pandapower.com.au;
3.1.3 By mailing us at: 81-83 Campbell St, Surry Hills NSW 2010.

 

Principles of Objectivity
4.1 Your complaint will be handled equitably, impartially and without discrimination. Our goal is to resolve the issue without assigning blame.
4.2 We adhere to the following principles when managing your complaint:
4.2.1 Impartiality – We will avoid bias in addressing your concerns;
4.2.2 Privacy – Your personal information will be handled in accordance with Australian privacy laws;
4.2.3 Integrity – All relevant facts will be considered and verified;
4.2.4 Accessibility – You can lodge a complaint at any reasonable time;
4.2.5 Equitability – All complainants will receive equal and fair treatment.

 

Three-Level Complaint Handling Model
5.1 Our complaints management system operates across three levels:
5.1.1 Level 1: Frontline complaint handling – early resolution;
5.1.2 Level 2: Internal assessment, investigation, or facilitated review;
5.1.3 Level 3: External review, including ADR or regulatory referral.

5.2 Our aim is to resolve most complaints at Level 1. However, either the complainant or Panda Power may escalate matters where necessary.

5.3 Level 1: Frontline Handling – Early Resolution
5.3.1 Our preference is to resolve most concerns promptly through our frontline team.

5.4 Level 2: Internal Assessment, Investigation, or Review
5.4.1 Serious complaints, or those unresolved at Level 1, may be escalated to Level 2:
5.4.1.1 Internal Assessment – We will review the information provided to determine the appropriate course of action. This includes:
(i) the nature and seriousness of the matter;
(ii) your desired resolution;
(iii) relevance and completeness of the information;
(iv) options available for resolution;
(v) whether the issue falls within Panda Power’s responsibilities.

5.4.1.2 Facilitated Resolution – A line manager may engage with you directly to reach a mutually acceptable outcome. If needed, discussions may involve both the original staff member and the manager.

5.4.1.3 Internal Investigation – For more significant concerns, a formal investigation may be led by a senior manager or external advisor.

5.4.1.4 Internal Review – Senior administration may review previous decisions to ensure fairness. This includes the authority to overturn decisions and propose remedies.

5.5 Level 3: External Assessment, ADR or Legal Review
5.5.1 If you remain dissatisfied after Level 1 or Level 2:
5.5.1.1 You may contact the relevant Fair Trading or Consumer Affairs body in your state or territory:

ACT: Access Canberra | 132 281

NSW: Fair Trading | 13 32 20

NT: Consumer Affairs | 1800 019 319

QLD: Office of Fair Trading | 13 74 68

SA: Consumer and Business Services | 13 18 82

TAS: Consumer Affairs and Fair Trading | 1300 654 499

VIC: Consumer Affairs | 1300 558 181

WA: Consumer Protection | 1300 304 054

ACCC: Australian Competition & Consumer Commission | 1300 302 502

5.5.1.2 Court or Tribunal – If the matter is still unresolved, you may seek redress through your local court or tribunal.

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Complaints Register
6.1 All complaints and their outcomes will be logged in our internal Complaints Register.

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Keeping You Informed

7.1 We will acknowledge receipt of your complaint promptly and provide an estimated resolution timeframe.

 

Timeframe to Resolve Complaints

8.1.1 We will acknowledge your complaint on the same business day.
8.1.2 Our target is to resolve most complaints within 7 days of receipt.
8.1.3 If additional time is needed, we will update you on progress and estimated completion time.
8.1.4 A final written response will be provided within 25 business days unless otherwise agreed.

 

No Cost to Lodge a Complaint​

9.1.1 Lodging a complaint with Panda Power is free. However, should you escalate the matter to a court or tribunal, filing fees may apply.

 

Unreasonable Conduct

10.1.1 Behaviour that poses risks to staff safety or consumes disproportionate resources—such as persistent or aggressive behaviour—may be considered unreasonable.
10.1.2 We expect all complainants to treat our staff with respect.

 

Acknowledgments

11.1.1 This policy is based on the Australian and New Zealand Standard AS/NZS 10002:2022 – Guidelines for complaint management in organisations.