Complaints Policy
POWERGRID SOLAR (JSK Retail Group Pty Ltd) · ABN 55 647 993 646 · Licence No. 366620C
Suite 1A, Ground Floor, 8/593 Withers Road, Rouse Hill NSW 2155
1300 865 192 · info@powergridsolar.com.au · powergridsolar.com.au
Last updated: 30 June 2026
1. Our commitment
We want every customer to be satisfied with their system and our service. We treat complaints as valuable feedback and handle them promptly, fairly, confidentially and free of charge. We will not treat you adversely for making a complaint.
2. What is a complaint?
A complaint is any expression of dissatisfaction about our products, installation, service, staff, contractors, sales process, or how we have handled your information — where you want a response or resolution.
3. How to make a complaint
- Phone: 1300 865 192
- Email: info@powergridsolar.com.au
- Post: Suite 1A, Ground Floor, 8/593 Withers Road, Rouse Hill NSW 2155
- Online: powergridsolar.com.au/contact-us
To help us resolve it quickly, please include your name and installation/property address, your contact details and preferred contact method, what the issue is and when it occurred, any reference/invoice/quote number, and the outcome you are seeking.
4. What happens next
| Step | What we do | Timeframe |
|---|---|---|
| 1. Acknowledge | Confirm we've received your complaint and give you a reference and a contact person. | Within 2 business days |
| 2. Assess | Review the issue, gather information, and contact you if we need more detail. | Within 5 business days of acknowledgement |
| 3. Resolve | Propose a resolution and explain our reasoning. If a site visit or repair is needed, we schedule it. | Within 21 calendar days where reasonably possible |
| 4. Update | If we need more time (for example, awaiting a manufacturer or network), we tell you why and give a revised timeframe. | Ongoing |
| 5. Close | Confirm the outcome in writing and check you're satisfied. | On resolution |
Urgent safety issues (for example a system fault posing a fire or electrical risk) are prioritised immediately — call us straight away. If there is an immediate danger, contact emergency services on 000 and your network provider's faults line.
5. If you're not satisfied with our response
If we cannot resolve your complaint to your satisfaction, you can escalate it — at no cost — to an external body:
- NSW Fair Trading — consumer guarantee, contract and trader-conduct issues. 13 32 20 · www.fairtrading.nsw.gov.au
- Energy & Water Ombudsman NSW (EWON) — free, independent dispute resolution for energy-related complaints, including connection, billing and supply. 1800 246 545 · www.ewon.com.au
- Australian Competition and Consumer Commission (ACCC) — broader consumer-law and misleading-conduct concerns. 1300 302 502 · www.accc.gov.au
- Office of the Australian Information Commissioner (OAIC) — privacy complaints, after first giving us a chance to respond. 1300 363 992 · www.oaic.gov.au
We cooperate fully and in good faith with any external body you approach.
6. Records
We keep a record of complaints and how they were resolved, so we can identify recurring issues and improve. We handle your information in line with our Privacy Policy.
7. Accessibility
If you need help making a complaint — for example an interpreter, or assistance due to disability — please tell us and we will make reasonable arrangements. You may also ask a friend, family member or advocate to deal with us on your behalf, with your authority.
POWERGRID SOLAR is a business of JSK Retail Group Pty Ltd · ABN 55 647 993 646 · Licence No. 366620C · Suite 1A, Ground Floor, 8/593 Withers Road, Rouse Hill NSW 2155 · 1300 865 192 · info@powergridsolar.com.au
Complaints Policy
PowerGrid Solar (JSK Retail Group Pty Ltd) · ABN 55 647 993 646 · Licence No. 366620C
Suite 1A, Ground Floor, 8/593 Withers Road, Rouse Hill NSW 2155
1300 865 192 · info@powergridsolar.com.au · powergridsolar.com.au
Last updated: 30 June 2026
1. Our commitment
We want every customer to be satisfied with their system and our service. We treat complaints as valuable feedback and handle them promptly, fairly, confidentially and free of charge. We will not treat you adversely for making a complaint.
2. What is a complaint?
A complaint is any expression of dissatisfaction about our products, installation, service, staff, contractors, sales process, or how we have handled your information — where you want a response or resolution.
3. How to make a complaint
- Phone: 1300 865 192
- Email: info@powergridsolar.com.au
- Post: Suite 1A, Ground Floor, 8/593 Withers Road, Rouse Hill NSW 2155
- Online: powergridsolar.com.au/contact-us
To help us resolve it quickly, please include your name and installation/property address, your contact details and preferred contact method, what the issue is and when it occurred, any reference/invoice/quote number, and the outcome you are seeking.
4. What happens next
| Step | What we do | Timeframe |
|---|---|---|
| 1. Acknowledge | Confirm we've received your complaint and give you a reference and a contact person. | Within 2 business days |
| 2. Assess | Review the issue, gather information, and contact you if we need more detail. | Within 5 business days of acknowledgement |
| 3. Resolve | Propose a resolution and explain our reasoning. If a site visit or repair is needed, we schedule it. | Within 21 calendar days where reasonably possible |
| 4. Update | If we need more time (for example, awaiting a manufacturer or network), we tell you why and give a revised timeframe. | Ongoing |
| 5. Close | Confirm the outcome in writing and check you're satisfied. | On resolution |
Urgent safety issues (for example a system fault posing a fire or electrical risk) are prioritised immediately — call us straight away. If there is an immediate danger, contact emergency services on 000 and your network provider's faults line.
5. If you're not satisfied with our response
If we cannot resolve your complaint to your satisfaction, you can escalate it — at no cost — to an external body:
- NSW Fair Trading — consumer guarantee, contract and trader-conduct issues. 13 32 20 · www.fairtrading.nsw.gov.au
- Energy & Water Ombudsman NSW (EWON) — free, independent dispute resolution for energy-related complaints, including connection, billing and supply. 1800 246 545 · www.ewon.com.au
- Australian Competition and Consumer Commission (ACCC) — broader consumer-law and misleading-conduct concerns. 1300 302 502 · www.accc.gov.au
- Office of the Australian Information Commissioner (OAIC) — privacy complaints, after first giving us a chance to respond. 1300 363 992 · www.oaic.gov.au
We cooperate fully and in good faith with any external body you approach.
6. Records
We keep a record of complaints and how they were resolved, so we can identify recurring issues and improve. We handle your information in line with our Privacy Policy.
7. Accessibility
If you need help making a complaint — for example an interpreter, or assistance due to disability — please tell us and we will make reasonable arrangements. You may also ask a friend, family member or advocate to deal with us on your behalf, with your authority.
PowerGrid Solar is a business of JSK Retail Group Pty Ltd · ABN 55 647 993 646 · Licence No. 366620C · Suite 1A, Ground Floor, 8/593 Withers Road, Rouse Hill NSW 2155 · 1300 865 192 · info@powergridsolar.com.au
