Our Complaint Handling Process

Our Commitment to You

At Intrepid Power, trading under Intrepid Power Pty Ltd (referred to as Intrepid Power, we, us, our), our commitment to delivering unparalleled customer service is manifested through the meticulous handling of complaints.

Aligned with the Australian Clean Energy Council guidelines, our senior management is dedicated to an efficient, transparent, and customer-centric complaints resolution process. This process, developed in compliance with the Quality Management – Customer Satisfaction – Guidelines for complaints handling in organisations (ISO 10002:2014) and the Solar Retailer Code of Conduct, exemplifies our pledge to excellence.

If you are dissatisfied with our products, services, staff, or our complaint handling process itself, we will handle your complaint in a way that is fair, accessible, and transparent. Our process is designed to meet the requirements of the New Energy Tech Consumer Code (NETCC) and the Australian Consumer Law (ACL).

This process is free of charge.

1. Customer-Centric Approach

Our focus under this Protocol is to adopt a customer-centric strategy for addressing and resolving complaints related to:

(a) Product purchases;

(b) Product quality;

(c) Australian Consumer Law violations; and

(d) Breaches of other relevant laws.

2. Accessibility (How to Lodge a Complaint)

We ensure that our complaints handling process is easily accessible. To lodge a complaint, please use one of the following methods:

• Email (Preferred Method): Send a detailed email to our dedicated complaints address:
  complaints@intrepidpower.io

To help us resolve your issue quickly, please include:

• Your full name and contact details.

• Your address and/or Quote/Invoice number.

• A clear description of the problem.

• What you believe would be a fair resolution.

3. Our Resolution Process

1. Acknowledge
   We will formally acknowledge your complaint in writing (via email) within two (2) business days of receiving it. Your complaint will be assigned a unique Case ID and a dedicated Case Manager who will be your single point of contact.

2. Investigate
   Your Case Manager will conduct a comprehensive and impartial investigation into the issues raised. We will provide you with a proactive update on our investigation no later than 15 business days after receiving your complaint.

3. Resolve
   Following our investigation, we will contact you with our findings, the reasons for our decision, and a proposed resolution to fix the issue. We will always aim to provide this final written resolution within 20 business days.

4. Final Response
   In all cases, we will provide our final written response no later than 25 business days from the date you lodged the complaint.
   If your issue is complex and requires more time (e.g., sourcing replacement parts or complex technical analysis), we will contact you before this deadline to seek your mutual agreement on a new, extended timeline.

4. Guiding Principles

Every complaint will be handled equitably, objectively, and impartially, guided by principles of transparency, accessibility, impartiality, equality, and confidentiality.

5. Your Right to Escalate

If you are not satisfied with our investigation or proposed resolution, you have the right to seek a free and independent external review. We will provide you with the full contact details for the following bodies:

1. The NETCC Administrator: The administrator of the New Energy Tech Consumer Code.

2. Your State/Territory Ombudsman: For example, the Energy and Water Ombudsman Victoria (EWOV) or your state's equivalent.

3. Your State/Territory Consumer Protection Agency: For example, Consumer Affairs Victoria (CAV) or your state's equivalent.