Complaints Handling

At Green Electric Solutions, our primary objective is to provide the highest quality of customer service, both before and after sales and installation. As an approved seller of New Energy Tech, GES is committed to upholding consumer protection standards for products such as Solar, Battery Storage, EV chargers, and more.

Making a complaint:

Green Electric Solutions adheres to the CEC Solar Retailer Code of Conduct and complies with this code, as well as the Australian Standard on Complaints Handling (AS ISO 10002-2018).

To ensure the effective handling of your complaint, we kindly request that you reach out to us via our 24/7 Emergency Help at
1800 960 602 or 0481 606 026, or send your complaint to

When lodging a complaint, please provide the following information:

  • Your GES proposal reference ID.
  • Your name and contact details.
  • The name of the sales representative who initially assisted you.
  • A detailed description of your complaint (please include as much information as possible).
  • Information about any steps you’ve already taken to resolve the complaint.
  • Details of any conversations you’ve had with relevant individuals regarding the complaint.
  • Copies of any evidence that supports your complaint.

Our complaints procedure:

Our goal is to address all complaints promptly and to the satisfaction of our customers. We will contact you within 2 business days after receiving your complaint, and we aim to resolve your complaint within 20 business days from the time of submission.
If there are circumstances preventing us from resolving the complaint within the specified timeframe, we will maintain regular communication with you, providing updates on the progress of your complaint.

Third Parties:

While we strive to collect your Personal Information directly from you whenever possible, there may be situations in which we receive information from third parties. In such cases, we will take reasonable steps to ensure that you are informed about the information provided to us by the third party.

External escalation of complaints:

Green Electric Solutions aims to address and resolve complaints directly. However, if you are dissatisfied with the outcome provided by us or if your complaint remains unresolved, you have the option to escalate your matter externally to an independent authority.

Consumer Affairs Victoria:

Phone: 1300 558 181
Address: GPO Box 123, Melbourne VIC 3001

Energy and Water Ombudsman:

Phone: 1800 500 509
Address: Level 6, 111 Bourke Street, Melbourne VIC 3000

Customer privacy:

At Green Electric Solutions, we hold your right to privacy and confidentiality in high regard throughout the complaints and dispute resolution procedure. All personal information collected by GES is handled in compliance with our obligations under the Privacy Act.

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Unit 6 46-48 Aylesbury Drive
Altona 3018 Vic Australia


24/7 Emergency Help
1800 960 602


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