info@risingsolar.com.au

1300 875 246

Complaints Policy

RISING SOLAR (Preyasi & Princy Pty Ltd trading as Rising Solar) · ABN No: 48603280691 · NSW Contractor Licence No. 349835C

34 Paradise Drive, Gobbagombalin, NSW 2650

7 Sylan Street, Marsden Park, NSW 2765

1300 875 246 · 0430 466 131 · info@risingsolar.com.au · www.risingsolar.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

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.

RISING SOLAR is the trading name of Preyasi & Princy Pty Ltd · ABN No: 48603280691 · NSW Contractor Licence No. 349835C · 34 Paradise Drive, Gobbagombalin, NSW 2650 ·7 Sylan Street, Marsden Park, NS, 2765 · Phone: 1300 875 246 · Mobile: 0430 466 131 · Email: info@risingsolar.com.au · www.risingsolar.com.au