Complaints
Last updated: June 2026
We take complaints seriously. If something has not gone to plan, tell us — we want to fix it. Our commitment is to respond promptly, investigate fairly, and resolve every complaint with the same standard of care we bring to every installation.
1. How to Lodge a Complaint
You can contact us by any of the following:
We do not require complaints to be made in writing, but we may ask you to confirm key details in writing so we have an accurate record.
2. What We Consider a Complaint
A complaint includes any expression of dissatisfaction about:
- Our products, systems or installation quality
- Our sales process or the conduct of our representatives
- Our pricing, quotes or contracts
- Our customer service or responsiveness
- Our complaint handling process itself
3. What Happens After You Lodge
Acknowledgement — within 1 business day
We'll confirm receipt of your complaint, give you a reference number, and name the person handling it.
Investigation — within 15 business days
We review your records, speak with relevant staff or installers, and work towards a resolution. We may contact you for further information.
Resolution — final response by 25 business days
If we can't resolve within 15 business days, we'll contact you before that deadline with a progress update. Our final response will be provided within 25 business days unless both parties agree to an extension.
4. If You Are Not Satisfied with Our Response
If our response does not resolve your concern, you have the right to escalate your complaint to an independent body at no cost to you:
Fair Trading (your state)
Consumer protection, contract disputes, misleading conduct — QLD 13 74 68 · NSW 13 32 20 · VIC 1300 558 181
Australian Financial Complaints Authority (AFCA)
Complaints about finance arrangements (e.g. Brighte, Plenti)
Australian Competition and Consumer Commission (ACCC)
Serious consumer law breaches
5. Vulnerable Customers
If you are facing difficult circumstances — illness, disability, financial hardship, or dependence on medical equipment — please let us know. We will prioritise your complaint and take additional care in our response. If your concern relates to financial hardship, we will advise you of any relevant government assistance and work with you on flexible options.
Contact Us
Source Energy Group Pty Ltd — ABN 65 447 767 096
Email: info@sourceenergygroup.com.au
Phone: 1800 315 138
Mon–Fri, 8am–5pm AEST