Complaints

We're committed to delivering an exceptional experience at every stage. Despite our best efforts things sometimes go wrong — when they do, we want to hear about it.

Our complaints process is fair, transparent, timely, free of charge and accessible. We accept complaints about any aspect of our products, services or conduct.

This policy is aligned with the New Energy Tech Consumer Code (Clauses 53–54), ISO 9001 and ISO 31000 principles, and the Australian Consumer Law. We are committed to complying with the NETCC once our Approved Seller application is finalised.

How to lodge a complaint

Email — support@intrepidpower.io
Website — this page
In person — at our office by appointment

Where you can, please include:

• Your name and contact details

• Your contract or quote reference

• A description of the issue

• The outcome you're seeking

• Any supporting documentation — photos, emails, invoices

If you need assistance lodging a complaint, whether because of language, disability or any other barrier, tell us and we'll arrange appropriate support.

What happens next

Stage 1 — Receive and acknowledge

Your complaint is logged with a unique Case ID and a dedicated Case Manager is assigned.

You'll receive an acknowledgement within 2 business days, confirming your Case ID, your Case Manager's name and contact details, and the expected timeline.

Stage 2 — Investigate

Your Case Manager investigates thoroughly. That may include reviewing your contract, quote and installation records, inspecting the installation, speaking with our staff or subcontractors, consulting component manufacturers or technical experts, and reviewing any evidence you've provided.

We may contact you along the way for more information.

Stage 3 — Respond

We provide a substantive written response within 15 business days of acknowledging your complaint. If we need longer, we'll contact you before that deadline, explain why, and give you a revised timeline.

Our response sets out the complaint as we understand it, our findings, our proposed resolution — or an explanation if we believe no further action is required — and your right to escalate if you're not satisfied.

Stage 4 — Resolve

We aim for final resolution within 25 business days of acknowledgement. If it needs longer we'll seek your agreement to extend, and update you at least every 10 business days.

Resolution may include rectification of defective work, replacement of faulty components, financial compensation or credit, an apology and explanation, or changes to our processes to prevent recurrence.

Stage 5 — Close and improve

Every complaint undergoes a root cause analysis to identify what went wrong and what needs to change. Complaint data is reviewed quarterly by management. Records are retained for a minimum of seven years.

If you're not satisfied

You can escalate to any of the following, at any stage.

NETCC Administrator
newenergytech.org.au

Energy Ombudsman

• Victoria (EWOV) — 1800 500 509 · ewov.com.au

• New South Wales (EWON) — 1800 246 545 · ewon.com.au

• Queensland (EWOQ) — 1800 662 837 · ewoq.com.au

• South Australia (EWOSA) — 1800 665 565 · ewosa.com.au

Contact details for other jurisdictions are available on request.

Consumer protection

• Consumer Affairs Victoria — 1300 558 181 · consumer.vic.gov.au

• NSW Fair Trading — 13 32 20 · fairtrading.nsw.gov.au

• Office of Fair Trading QLD — 13 74 68 · qld.gov.au/fair-trading

Contact details for other jurisdictions are available on request.

ACCC
1300 302 502 · accc.gov.au

You may also seek independent legal advice or pursue a claim through your local court or tribunal, such as VCAT, NCAT or QCAT.

Complaint Handling Policy · Document ID COMP-POL-001 · Version 2.1 · Effective 4 November 2025