"We’re not building another trade company. We’re building the national infrastructure for decarbonisation"
We're committed to resolving your concerns quickly, fairly, and transparently. Your satisfaction is our priority.
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.
1800 719 873
Available during business hours for immediate assistance with urgent matters.
info@allelectrichomes.com.au
Perfect for detailed complaints with attachments and documentation.
All Electric Homes
70 Southbank Boulevard
Southbank VIC 3006
Always maintain copies of all correspondence, photos, invoices, and test results. These documents are crucial for effective complaint resolution and protect your interests.
We handle all personal information in strict accordance with Australian privacy laws. Your complaint details are kept confidential and used solely for resolution purposes.
Need an interpreter or representative? We'll make reasonable arrangements to ensure everyone can access our complaints process. Just let us know your requirements.
This policy complements, but never limits, your rights under Australian Consumer Law. We'll help you understand your entitlements throughout the process.
Request escalation to our Operations Manager who will conduct a fresh review of your case, examining both the original issue and our handling process.
If the Operations Manager cannot resolve your concerns, we escalate to our CEO for a comprehensive final internal review before considering any external proceedings.
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.
Safety concerns, power outages, or hot water system failures receive urgent priority. We triage all complaints to ensure critical issues get immediate attention.
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.
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.
Where appropriate, remedies may include repairs, replacements, re-performance of services, or refunds—all consistent with your rights under Australian Consumer Law.
We confirm all actions taken and outline any ongoing responsibilities or next steps. Every complaint is recorded to help us continuously improve our services.
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.
Our comprehensive internal procedures ensure consistent handling across all complaint types, with regular training for our customer service team and documented escalation pathways.
We follow the NETCC’s consumer protection standards for solar, batteries and EV chargers to deliver a fair, transparent experience.
If you remain unsatisfied with our internal resolution, independent consumer agencies across Australia can provide assistance and mediation services.
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.
