Complaints Handling Policy

Effective Date: 2026
Applies To: All products and services supplied by StarPower Advance Solar Technology
Operating Jurisdiction: Australia

1. Purpose

StarPower Advance Solar Technology is committed to handling complaints fairly, efficiently, transparently, and in accordance with Australian Consumer Law (ACL).

This Complaints Handling Policy outlines how customers may raise concerns and how those concerns will be assessed and resolved.

2. How to Lodge a Complaint

Formal complaints must be submitted in writing to:

📩 complaints@starpoweradvancesolartechnology.com

To ensure efficient review, complaints must include:

  • Full name

  • Invoice or order number

  • Delivery address (if relevant)

  • Detailed description of the issue

  • Supporting evidence (photos, tracking details, test readings where applicable)

  • Previous case reference (if applicable)

Incomplete information may delay review.

3. Complaints Department Operating Hours

Monday – Friday: 11:00am – 9:00pm (AEST)
Weekends & Public Holidays: Closed

Complaints received outside operating hours will be reviewed the next business day.

4. Complaint Handling Process

Upon receipt of a complaint:

  1. A case reference number is issued.

  2. The matter is assigned to a senior team member.

  3. Order records, dispatch logs, tracking scans, and warehouse documentation are reviewed (where relevant).

  4. Technical evidence is assessed (for product-related matters).

  5. A formal written outcome is provided.

We aim to acknowledge complaints within 1 business day and provide a substantive response within 1–3 business days, depending on complexity.

5. Resolution Options

Where appropriate under Australian Consumer Law, resolution may include:

  • Repair

  • Replacement

  • Re-dispatch of missing items

  • Return Authorisation (RA)

  • Refund (partial or full)

  • Manufacturer warranty referral

The appropriate remedy will depend on:

  • Nature of the issue

  • Evidence provided

  • Whether the issue constitutes a major or minor failure under ACL

6. Delivery & Dispatch Complaints

For delivery-related complaints, we will:

  • Audit warehouse dispatch records

  • Confirm courier scan events

  • Verify consignment details

  • Determine if split shipment occurred

Large solar panel consignments may ship in multiple cartons due to size and carrier requirements.

If a dispatch error is confirmed, corrective action will be taken promptly.

7. Product Performance Complaints

Solar panels and electrical products are assessed according to:

  • Manufacturer specifications

  • Installation configuration

  • Controller pairing

  • Battery compatibility

  • STC vs real-world output conditions

Solar panels are rated under Standard Test Conditions (STC). Real-world output varies due to temperature, angle of sun, shading, and installation setup.

Customers may be required to provide:

  • Open Circuit Voltage (Voc) readings

  • MPPT display readings

  • Installation photos

  • Serial number images

Failure to provide requested evidence may delay assessment.

8. Bank Disputes & External Escalation

We strongly encourage customers to allow our Complaints Department the opportunity to investigate and resolve matters before initiating:

  • Bank chargebacks

  • Payment disputes

  • Fair Trading complaints

  • Regulatory escalation

Premature escalation may delay resolution and trigger formal documentation procedures.

StarPower Advance Solar Technology maintains full written records of complaint handling and resolution communications.

9. Our Commitment

We are committed to:

  • Acting in good faith

  • Providing transparent communication

  • Following Australian Consumer Law

  • Documenting decisions clearly

  • Resolving matters professionally

We are a registered Australian business operating from NSW and comply with applicable consumer legislation.

10. Continuous Improvement

All complaints are recorded and periodically reviewed to:

  • Identify recurring product issues

  • Improve dispatch processes

  • Enhance customer service standards

  • Strengthen supplier accountability