Complaints Handling Policy

Policy

This policy is intended to ensure that Panda Power Australia Pty Ltd (“we”, “us”, “Panda Power”) handles complaints effectively, fairly and promptly.

Definitions

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, dissatisfaction with a solar PV system or inverter we offered, the sales process or representative, or our handling of a previous complaint. A complainant means any person, organisation or their representative making a complaint.

How to make a complaint

• By calling us on 1800 413 883;
• By writing to us addressed to the “Complaints Handling Officer” via email at aftercare@pandapower.com.au;
• By mail: 81-83 Campbell St, Surry Hills NSW 2010.

Principles of objectivity

Your complaint will be handled equitably, impartially and without discrimination. Our goal is to resolve the issue without assigning blame. We adhere to the following principles when managing your complaint:

• Impartiality — we will avoid bias in addressing your concerns;
• Privacy — your personal information will be handled in accordance with Australian privacy laws;
• Integrity — all relevant facts will be considered and verified;
• Accessibility — you can lodge a complaint at any reasonable time;
• Equitability — all complainants will receive equal and fair treatment.

Three-level complaint handling model

Our complaints management system operates across three levels:

• Level 1: Frontline handling — our preference is to resolve most concerns promptly through our frontline team.
• Level 2: Internal assessment, investigation or review — serious complaints, or those unresolved at Level 1, may be escalated. This can involve an internal assessment of the nature and seriousness of the matter and your desired resolution; facilitated resolution with a line manager; a formal internal investigation led by a senior manager or external advisor; or an internal review of previous decisions, including the authority to overturn decisions and propose remedies.
• Level 3: External review — if you remain dissatisfied, you may contact the relevant Fair Trading or Consumer Affairs body in your state or territory, or seek redress through your local court or tribunal.

External bodies

• 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

Complaints register

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

Keeping you informed & timeframes

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

No cost to lodge a complaint

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

Unreasonable conduct

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

Acknowledgments

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