Hexa Solar Solutions Pty Ltd is committed to delivering excellent customer service. If you are dissatisfied, we will handle your complaint fairly, transparently, and in line with Australian Consumer Law and NETCC guidelines.

1. How to Lodge a Complaint

You can lodge a complaint by:
• Email: support@hexasolarsolutions.com.au
• Phone: 1300 504 912
• Mail: 50 Haig Avenue, Georges Hall, NSW 2198
• Online: Via our Contact Form

2. What to Include

Please provide:
• Your name and contact details
• Installation address
• System ID or invoice number (if applicable)
• A clear description of the issue
• Photos or supporting documentation (if available)

3. Response Timeline

• We will acknowledge your complaint within 2 business days • A formal response will be provided within 10 business days • If more time is needed, you’ll be notified in writing

4. Resolution Process

• We will investigate all complaints thoroughly • You will be informed of findings and proposed resolution • If the issue remains unresolved, you may escalate it to: • NSW Fair Trading • Clean Energy Council (CEC) • Energy & Water Ombudsman (NSW or applicable state)

5. Your Rights

You have the right to request a review or escalate your complaint to external bodies if you’re unsatisfied with our resolution.

6. Records

We maintain records of all complaints and use them to improve our products, processes, and training.