Support

At Ecolite Energy, we are committed to providing high-quality solar energy solutions backed by exceptional customer service. We value your feedback and take every complaint seriously, recognising it as an opportunity to improve our products, services, and customer experience.

If something hasn't met your expectations, we encourage you to let us know. Our team is committed to resolving your concerns fairly, promptly, and professionally.

  When handling your complaint, we will:

• Listen carefully and treat you with respect.
• Respond promptly and communicate openly throughout the process.
• Investigate your concerns fairly and impartially.
• Keep your personal information confidential.
• Resolve complaints as quickly as reasonably possible.
• Comply with the Australian Consumer Law and relevant industry standards.
• Use customer feedback to continually improve our services.

  You can contact us regarding any concerns relating to our products or services, including:

• Solar panel, inverter or battery performance
• Installation quality or workmanship
• Warranty claims
• Service delays
• Product faults
• Sales or quotation concerns
• Billing or payment issues
• Customer service experience
• Conduct of our employees or contractors
• Any other matter relating to your Ecolite Energy experience

You can contact our Customer Care Team using any of the following methods:

Phone: 1300 732 243

Email: info@ecoliteenergy.com.au

Unit 8/9, Allen St, Harris Park. NSW. 2150.

To help us investigate your complaint efficiently, please include:

• Your name and contact details
• Installation address
• Description of the issue
• Relevant dates
• Invoice or contract number (if available)
• Photos or supporting documents, where applicable

We follow a simple and transparent process to resolve complaints efficiently.

Step 1 – Complaint Received

Your complaint is registered and assigned to a Customer Care Officer.

Step 2 – Acknowledgement

We aim to acknowledge all written complaints within three (3) business days.

Step 3 – Investigation

Our team will review all relevant information, which may include documentation, system performance data, warranty records, and, where required, a site inspection by a qualified technician.

Step 4 – Resolution

Once our investigation is complete, we will explain our findings and provide an appropriate resolution.

Depending on the circumstances, this may include:

• Repairs
• Replacement of faulty components
• Warranty service
• Technical adjustments
• Other appropriate corrective action

Step 5 – Follow-up

We will confirm that the agreed resolution has been completed and close the complaint once all actions have been finalized.

•  Complaint acknowledgement - Within 3 business days
•  Urgent safety matters - Within 24 hours
•  Technical inspection (where required) - Generally, within 36–48 hours
•  Progress updates - Every 5 business days
•  Standard complaint resolution - Within 10 business days
• Complex investigations - Within 25 business days

If additional time is required due to circumstances beyond our control, we will keep you informed throughout the process.

If your complaint relates to the conduct of an employee or contractor, it will be handled confidentially and investigated fairly.

All parties will have the opportunity to provide relevant information before a decision is made.

All complaints are handled confidentially.

Information collected during the complaint process is used only to investigate and resolve your concerns and is managed in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy.

If you are not satisfied with the outcome of our internal complaint process, you may seek independent advice or assistance from the relevant external organizations, including:

NSW Fair Trading

Phone: 13 32 20

Website: www.fairtrading.nsw.gov.au

New Energy Tech Consumer Code (NETCC)

Website: www.newenergytech.org.au

Clean Energy Council

Website: www.cleanenergycouncil.org.au

Nothing in this procedure limits your rights under the Australian Consumer Law.

We review customer feedback and complaint trends regularly to improve our products, workmanship, customer service, and business processes. Every complaint helps us deliver a better experience for our customers.

Contact Us

Ecolite Energy

Customer Care Team

📞 1300 732 243

✉️ info@ecoliteenergy.com.au

Unit 8/9, Allen St, Harris Park. NSW. 2150.

We appreciate your feedback and are committed to resolving your concerns professionally, fairly, and as quickly as possible.