At Bangar Energy Pty Ltd, we believe that true customer service is measured not just when a system is installed, but in how we respond when things don't go as planned. Whether you have invested in a residential solar array or a complex battery storage system, we are committed to ensuring your transition to renewable energy is seamless.

As a proud Approved Seller under the New Energy Tech Consumer Code (NETCC), we strictly adhere to their consumer protection standards. However, our internal standards demand that we go above and beyond these minimum requirements to deliver an exceptional, stress-free customer experience.

We know that navigating technical issues can be frustrating. To give our customers complete peace of mind, Bangar Energy makes the following commitments that set us apart from the industry standard:

• We don’t pass the buck: If a solar panel, inverter, or battery fails, we won’t tell you to “call the manufacturer.” We manage the entire warranty, diagnostic, and replacement process on your behalf.
• Battery & Solar Experts: Our support covers your entire energy ecosystem. Because we design and install integrated solar and battery systems, we take full responsibility for ensuring the components communicate and function together properly.
• Expedited Timelines: The NETCC allows solar retailers 5 days just to acknowledge a complaint, and up to 21 days for a standard resolution. We aim to acknowledge your issue within 24 to 48 hours and push for standard resolutions in half the industry timeframe.

A complaint is any expression of dissatisfaction made to us regarding our solar products, battery storage systems, installation services, staff conduct, or the way we have managed a previous inquiry. You have the right to lodge a complaint completely free of charge.

This policy operates in addition to your statutory rights under the Australian Consumer Law and applies to all aspects of your experience, from initial sales representations and quotations through to installation, billing, and after-sales support. To ensure a fair resolution, we maintain secure electronic records of all complaints and will investigate your issue by comprehensively reviewing your contract documents, site notes, design records, and commissioning data, including arranging an on-site inspection or liaising with grid distributors where necessary.

We want to resolve your issue as quickly as possible. You can reach our dedicated support team using any of the following methods:

• Phone: 0401 405 808
• Email: admin@bangarenergy.com.au
• Website: www.bangarenergy.com.au
• Post: Bangar Energy Pty Ltd, Unit 20/1 Maitland Place, Norwest NSW 2153

What to include:

• Your full name, contact details, and the property address of the installation.
• Your quote, invoice, or contract number.
• A clear description of the issue (e.g., battery not holding charge, inverter error code, installation delay).
• Any supporting evidence, such as screenshots of your solar/battery monitoring app, photos of the equipment, or your latest electricity bill.
• The outcome you are seeking.

We have established strict internal timelines to ensure your system is back online and your concerns are addressed rapidly:

1. Rapid Acknowledgement (1-2 Days): We will log your complaint, assign you a case reference number, and acknowledge receipt within 2 business days (beating the NETCC 5-day requirement).
2. Investigation & Update (7 Days): We will investigate the technical or service issue and provide a proposed resolution or a detailed progress update within 7 business days.
3. Standard Resolution (14 Days): We aim to fully resolve all standard complaints within 14 days of lodgement.
4. Extended Technical Resolution (Up to 45 Days): Battery diagnostics, grid connection disputes, or complex inverter testing can sometimes require third-party intervention. If we need more time, we will contact you immediately, explain the delay, and resolve the issue no later than 45 days from your initial complaint, keeping you updated weekly.
5. Direct Director Escalation: If you are not completely satisfied with how your complaint is being handled, you can request an immediate escalation to Dattatraya Bangar, Director, who will personally review your case to ensure a fair outcome.

If we have exhausted our internal processes and you remain unsatisfied, you have the right to escalate your complaint to relevant independent bodies in New South Wales:

• NETCC Administrator: For breaches of the New Energy Tech Consumer Code.
  • Web: newenergytech.org.au
  • Phone: 03 9929 4195
• NSW Fair Trading: For general consumer rights and dispute resolution.
  • Web: fairtrading.nsw.gov.au
  • Phone: 13 32 20
• Energy and Water Ombudsman NSW (EWON): For issues relating to network connections, smart meters, or energy retailer interactions.
  • Web: ewon.com.au
  • Phone: 1800 246 545
• Australian Competition & Consumer Commission (ACCC): For broader rights under the Australian Consumer Law.
  • Web: accc.gov.au

Internal Complaint Register (Template)

Bangar Energy rigorously tracks all complaints and system faults. We use this data to refine our installation processes, improve our choice of battery and solar hardware, and ensure our staff training exceeds industry expectations.