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Complaints Handling Procedure

As part of our commitment to customer satisfaction, The Gigawatt Project has a comprehensive customer complaint procedure.

Our customer complaint process will include all members of The Gigawatt Project, including directors, to resolve any and all issues in the quickest way possible.

A customer may lodge a complaint by:

Your complaint must be supported by substantive evidence and include information required below. When The Gigawatt Project are investigating your complaint, The Gigawatt Project refers to information provided by you and also any other substantive information The Gigawatt Project may already possess on record. The Gigawatt Project may also need to contact you to clarify details or request additional information where necessary. We ask that you provide this information as soon as possible so that we can resolve your complaint as quickly as possible.  

The Gigawatt Project requires the following information:

  • Your Invoice Number  
  • Your name and contact details  
  • The name of the person(s) you have been dealing with about your matter (if applicable)  
  • Details of person who may be acting on your behalf (If applicable)  
  • The nature of the complaint (please include as much information as possible)  Details of any steps you have already taken to resolve the complaint
  • Details of conversations you may have had with us that are relevant to your complaint  
  • Remedy requested   
  • Copies of any documentation which supports your complaint  

Upon receipt of a customer complaint, we adhere to the following procedure in order to maintain our genuine commitment to complete customer satisfaction.

The Gigawatt Project 6 step Complaint Resolution Process

ACKNOWLEDGE: Within 5 days of receiving your complaint, we will acknowledge receipt of it.

REVIEW: The Gigawatt Project undertakes an initial review of the complaint and determine what, if any, additional information or documentation may be required to complete an investigation and contact you to obtain this additional information or documentation if required.

INVESTIGATE: The Gigawatt Project investigates your complaint objectively and impartially, by considering the information that has been provided by you and our own information.

RESPOND:  Within 15 business days of receiving your complaint, we will notify you of our findings and any actions we may have taken, in regards to your complaint. At or prior to this time, we may need to contact you to let you know that we need more time to complete our investigation. If this occurs, we will continue our investigation and notify you of our findings and any actions we may have taken, in regards to your complaint, within 45 days of receiving your complaint.

REMEDY: If appropriate, we may amend our business practices or policies, to reflect our corporate responsibility. We may also offer you one of the following remedies –

  • Refund  
  • Repair / Rework  
  • Replacement
  • Compensation

RECORD: We record your complaint for continuous improvement of our processes and monitoring complaints from our customers through regular reviews

Your Rights Under Australian Consumer Law

Nothing in this document prevents you from referring your lodged complaint at any time to the relevant federal, state or territory Ombudsman, the ACCC, the Office of Fair Trading or other Consumer Protection agency.

Contact information, for Consumer Affairs, which may be helpful for this are as follows;  

  • QLD: 13 74 68  
  • NSW: 13 32 20  
  • VIC: 1300 558 181  
  • TAS: 1300 654 499  
  • SA: 131 882  
  • WA: 1300 304 054