Complaints Policy

Last updated: 3 July 2026

We take complaints seriously — they're free consulting on how to be better. This policy explains how to complain, what we do with it, and your escalation options in each state.

1. How to submit a complaint

• Phone: 0423 123 329 (Mon–Fri, 8:30am–5:30pm)
• Email: Info@Ahmsolar.com — include your name, installation address and what happened.
• Website: the contact form, selecting "Something else".

2. Our process

• Acknowledgement: within 2 business days, with a reference and the name of the person handling it.
• Investigation: we review your file, speak with the crew involved and inspect on site where needed.
• Progress updates: you're updated at least every 5 business days until resolution.
• Written outcome: a written response with our findings and proposed resolution, targeted within 10 business days (we tell you if a complex matter needs longer, and why).
• Internal escalation: unhappy with the handling? Ask for escalation to management — your complaint is re-reviewed by someone not involved in the original matter.

3. Specific complaint types

• Installation complaints — workmanship, damage, or incomplete work: handled under this policy with priority scheduling for safety-related issues.
• Privacy complaints — handled under this policy and our Privacy Policy; escalation to the OAIC (oaic.gov.au) if unresolved.

4. External escalation — Victoria

If we can't resolve your complaint, Victorian customers may contact:

• Consumer Affairs Victoria — consumer.vic.gov.au, 1300 558 181.
• Energy and Water Ombudsman (Victoria) — ewov.com.au, for energy connection and retailer-related matters.
• Victorian Civil and Administrative Tribunal (VCAT) — vcat.vic.gov.au, for consumer and domestic building disputes.

5. External escalation — New South Wales

NSW customers (once NSW operations commence) may contact:

• NSW Fair Trading — fairtrading.nsw.gov.au, 13 32 20.
• Energy & Water Ombudsman NSW (EWON) — ewon.com.au, for energy connection and retailer-related matters.
• NSW Civil and Administrative Tribunal (NCAT) — ncat.nsw.gov.au.

NSW customers are never referred to Victorian complaint services, and vice versa.