Compliance
Complaints, compliance and the rules we work under
If something is wrong, we want to hear it first and fix it fast. This page sets out exactly how to complain, the timeframes we hold ourselves to, where you can escalate, and the laws, standards and schemes that govern our work.
Our complaints process
1. Tell us
Call 1300 404 510, email admin@sunquestsolar.net, or write to 457-459 Elizabeth Street, Surry Hills NSW 2010, Australia. Include your address, install or quote reference, what happened and the outcome you're seeking.
2. We acknowledge and record it
We acknowledge receipt as soon as reasonably practicable, log the complaint in our register and assign it to someone with authority to resolve it. Nothing you raise affects your statutory rights.
3. We investigate
We investigate — including a site inspection or manufacturer diagnosis where needed — and give you an initial response or update within 15 Business Days.
4. Final response
We provide a final response, in writing if you ask, within 25 Business Days unless we agree a longer period with you in writing. We explain the decision and what we will do.
5. Escalation
If you are not satisfied, we tell you the external options available to you. Using our process is never a condition of exercising your legal rights.
Where you can escalate
NSW Fair Trading
Consumer complaints and building/trade disputes in NSW — 13 32 20, fairtrading.nsw.gov.au
ACT Access Canberra
Consumer protection and electrical licensing in the ACT — 13 22 81, accesscanberra.act.gov.au
Consumer Affairs Victoria
Consumer complaints in Victoria — 1300 55 81 81, consumer.vic.gov.au
ACCC
Reports about misleading conduct or unfair practices — accc.gov.au
Energy & Water Ombudsman
Disputes with your electricity retailer or distributor — EWON (NSW) 1800 246 545, EWOV (VIC) 1800 500 509, ACAT (ACT).
OAIC
Privacy complaints — Office of the Australian Information Commissioner, oaic.gov.au
Contact details for external bodies are published by those organisations and may change. The right body depends on your state and the nature of the issue — ask us and we will point you to the correct one.
Laws, standards and schemes that apply to our work
We are a retailer of solar, battery storage and EV charging equipment operating in NSW, the ACT and Victoria. The following framework applies to what we sell, how we sell it and how it is installed.
Australian Consumer Law
Schedule 2 to the Competition and Consumer Act 2010 (Cth) — consumer guarantees, unfair contract terms, unsolicited consumer agreements and cooling-off rights, and the prohibition on misleading or deceptive conduct in our advertising and sales.
Electrical safety and licensing
All electrical work is carried out by licensed electrical contractors and by Solar Accreditation Australia (SAA) accredited designers and installers, with Certificates of Compliance for Electrical Work issued as required in your state or territory.
Australian Standards
AS/NZS 5033 (PV array installation), AS/NZS 5139 (battery energy storage), AS/NZS 4777.2 (grid connection of inverters), AS/NZS 3000 (Wiring Rules), AS/NZS 1170.2 (wind loading) and manufacturer installation instructions.
Small-scale Renewable Energy Scheme
STC creation under the Renewable Energy (Electricity) Act 2000 and Clean Energy Regulator rules, including battery STCs under the Cheaper Home Batteries Program. Eligibility and certificate values are determined by the scheme administrator, not by us.
NSW Peak Demand Reduction Scheme
Where equipment qualifies, we may act as a representative of an Accredited Certificate Provider so Peak Reduction Certificates can be created and their value applied to reduce your price. Any PDRS incentive is disclosed in your quote.
Network and metering rules
Distributor (DNSP) connection approvals, export limits and metering coordinator requirements under the National Electricity Rules apply before any system is energised.
Privacy and marketing law
Privacy Act 1988 (Cth) and the Australian Privacy Principles, the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth) — see our privacy policy for how we collect, use and disclose your information.
New Energy Tech Consumer Code (NETCC)
We are an Approved Seller under the New Energy Tech Consumer Code (NETCC), the ACCC-authorised code covering the sale of solar, battery storage and EV charging. We follow the code's requirements for sales conduct, contracts, warranties and complaint handling, and your Australian Consumer Law rights apply in addition to the code.
Have an issue with a job we've done?
Call us first — most problems are a diagnosis and a service visit away from being resolved.