All Electric Homes
Support & Resolutions
We're committed to resolving your concerns quickly, fairly, and transparently. Your satisfaction is our priority.
Our Commitment to You
At All Electric Homes, we understand that transitioning to all-electric living is a significant investment. When things don't go as planned, we're here to make it right. Our complaints handling process is designed with Australian Consumer Law standards in mind, ensuring you receive the fair treatment you deserve.
Whether you're experiencing issues with your solar installation, heat pump system, or EV charging setup, we take every concern seriously. Our dedicated team works to restore your confidence in sustainable living solutions.
How to Contact Us
Available during business hours for immediate assistance with urgent matters.
Call nowPerfect for detailed complaints with attachments and documentation.
Email usAll Electric Homes
70 Southbank Boulevard
Southbank VIC 3006
What Information to Include
Essential Details for Faster Resolution
Always maintain copies of all correspondence, photos, invoices, and test results. These documents are crucial for effective complaint resolution and protect your interests.
Privacy, Accessibility & Important Notes
Your Privacy Matters
We handle all personal information in strict accordance with Australian privacy laws. Your complaint details are kept confidential and used solely for resolution purposes.
Accessibility Support
Need an interpreter or representative? We'll make reasonable arrangements to ensure everyone can access our complaints process. Just let us know your requirements.
Your Legal Rights
This policy complements, but never limits, your rights under Australian Consumer Law. We'll help you understand your entitlements throughout the process.
Escalation Path
Operations Manager Review
Request escalation to our Operations Manager who will conduct a fresh review of your case, examining both the original issue and our handling process.
CEO Final Review
If the Operations Manager cannot resolve your concerns, we escalate to our CEO for a comprehensive final internal review before considering any external proceedings.
Our 6-Step Resolution Process
Acknowledge Your Complaint
We confirm receipt within 2 business days, providing you with a unique case reference number and assigning a dedicated contact person to handle your matter.
Assess and Prioritise
Safety concerns, power outages, or hot water system failures receive urgent priority. We triage all complaints to ensure critical issues get immediate attention.
Thorough Investigation
Our team gathers comprehensive information including site notes, photos, test results, manufacturer specifications, and installer reports. We may contact you for additional details or arrange a property inspection.
Provide Written Response
We aim to deliver a complete written outcome within 10 business days. For complex cases requiring extended investigation, we'll send interim updates with revised timeframes.
Implement Resolution
Where appropriate, remedies may include repairs, replacements, re-performance of services, or refunds — all consistent with your rights under Australian Consumer Law.
Formal Case Closure
We confirm all actions taken and outline any ongoing responsibilities or next steps. Every complaint is recorded to help us continuously improve our services.
Quality Standards We Follow
All Electric Homes operates under strict quality standards to ensure consistent, professional complaints handling. Our procedures align with industry best practices and Australian regulatory requirements.
Internal Standards
Our comprehensive internal procedures ensure consistent handling across all complaint types, with regular training for our customer service team and documented escalation pathways.
New Energy Tech Consumer Code (NETCC)
We follow the NETCC's consumer protection standards for solar, batteries and EV chargers to deliver a fair, transparent experience.
Independent External Support
If you remain unsatisfied with our internal resolution, independent consumer agencies across Australia can provide assistance and mediation services.
Don't Let It Wait.
Let's Resolve This Together.
Don't let unresolved issues affect your all-electric home experience. Our dedicated team is ready to work with you toward a fair and timely resolution.
