CUSTOMER SUPPORT
Customer Complaints Handling Procedure
Flexi Power is committed to resolving customer complaints fairly, promptly and professionally. We aim to provide timely solutions and ensure all customers receive a high standard of service.
How to lodge a complaint
Customers may contact Flexi Power by:
Please provide:
- Your full name and contact details
- The installation address
- A description of the issue
- Photos or supporting information, if available
Complaint response timeframes
| Complaint type | Initial response | Target resolution |
|---|---|---|
| Safety emergency | Within 2 hours | Within 24 hours |
| System failure | Within 24 hours | Within 5 business days |
| General service issue | Within 2 business days | Within 10 business days |
| Warranty claim | Within 2 business days | Within 10 business days |
Complaint process
- Receive complaint. A complaint reference number will be issued and a case manager assigned.
- Investigation. Flexi Power will review installation records, monitoring data and warranty information and may arrange a site inspection if required.
- Resolution. Where appropriate, Flexi Power will provide technical support, repair or replacement of equipment, warranty assistance, or further inspection and corrective action.
Communication
Customers will be kept informed throughout the process and advised if additional time is required due to manufacturer investigations or parts availability.
Escalation
If a complaint cannot be resolved, it may be escalated to:
- Customer Service Manager
- Operations Manager
- Managing Director
External dispute resolution
If the complaint remains unresolved, customers may contact the relevant consumer protection authority or energy ombudsman in their state.
Record keeping
All complaints are recorded and reviewed to help improve Flexi Power's products, services and customer experience.
Our promise
Flexi Power is committed to providing quality products, professional service and fair resolution of all customer concerns in accordance with Australian Consumer Law.