Complaints Handling Procedure
| Version | 1.2 |
|---|---|
| Date | 29 October 2026 |
| Applies to | RK IT & Networking Pty Ltd trading as Solaring |
Version note: Highlighted text in the source document identifies changes from the previous version: the 25 business day final response timeframe and the escalation contacts.
1. What counts as a complaint
Any expression of dissatisfaction with a product or service we offered or supplied, with our sales process or a salesperson, or with how we handled a complaint. It can be made by phone, email, letter, our website or in person. Making a complaint is free.
2. How to complain
Phone 1300 787 999, email complaints@solaring.com.au, write to 1/38 Currie Street, Adelaide SA 5000, or use the form at solaring.com.au/complaints.
We can arrange an interpreter, and you may have a support person act for you. This procedure is published on our website and summarised in every contract.
3. Our timeframes
| Step | What we do | Timeframe |
|---|---|---|
| Acknowledge | Confirm we have received the complaint and tell you when to expect our response | Within 2 business days |
| Log | Record it in our complaints register and start investigating | The day we receive it |
| Respond | Give you our response | Aim: within 15 business days |
| Update | If we cannot respond by day 15, tell you why and update you on progress | Before day 15 |
| Final response | Give you our final response in writing, with the outcome, our reasons, any remedy, and your escalation options | Within 25 business days, unless we both agree in writing to a longer period |
4. Customers who need extra care
If you may be facing vulnerable circumstances, such as illness, disability, financial stress, or relying on energy for medical equipment, our Compliance Officer handles your complaint from day one and we prioritise it.
5. Finance complaints
Questions and complaints about a finance arrangement should go to the credit provider you contracted with. We will still log the complaint, help you raise it, and follow it up until it is resolved.
6. When a complaint is closed
Only when you have our final response, and any remedy we offered has been fully carried out. Issuing a refund does not close a complaint if you are still out of pocket or bound by an agreement linked to the sale.
7. If you are not satisfied with our response
You can contact:
| Organisation | What they handle | Contact |
|---|---|---|
| NETCC Administrator | Breaches of the New Energy Tech Consumer Code | newenergytech.org.au/make-a-complaint (03) 9929 4174 info@newenergytech.org.au |
| Consumer and Business Services SA | Consumer rights and fair trading in South Australia | 131 882 cbs.sa.gov.au |
| Australian Financial Complaints Authority (AFCA) | Complaints about a finance provider | 1800 931 678 info@afca.org.au GPO Box 3, Melbourne VIC 3001 |
8. Records and improvement
For each complaint, the register records the date received, the customer, the issue, actions taken, the outcome and the date closed. The Compliance Officer reviews the register every month, identifies causes and repeated issues, records steps taken to prevent similar complaints, and reports to the directors.
Phone: 1300 787 999
Email: complaints@solaring.com.au
Postal address: 1/38 Currie Street, Adelaide SA 5000
Website: solaring.com.au
Complaints Handling Procedure | Version 1.2 | 29 October 2026