Complaints
If something is not right, tell us.
We take every complaint seriously and aim to put things right quickly and fairly. Here is exactly how it works and where you can escalate if we cannot resolve it together.
Our commitment
Sunnn is committed to handling complaints fairly, efficiently and at no cost to you. We follow the consumer protections in the Australian Consumer Law and the principles of the New Energy Tech Consumer Code (NETCC).
How to raise a complaint
Contact us in whichever way suits you best, and tell us what happened and the outcome you are looking for:
- Phone: 1800 951 078
- Email: info@sunnn.co
- Post: Unit 2/600 Lorimer St, Port Melbourne VIC 3207
What happens next
We will acknowledge your complaint within 2 business days and give you a single point of contact. We aim to resolve most complaints within 21 calendar days. If we need longer, for example where a site visit or a manufacturer is involved, we will tell you why and keep you updated. We will explain our decision and the reasons for it in writing if you ask.
If we cannot resolve it together
If you are not satisfied with our response, you can escalate to an independent body at no cost, at any time. You do not have to finish our process first. Which one applies depends on your state and the nature of the issue:
| Who | For | Phone | Website |
|---|---|---|---|
| NETCC Administrator | Our obligations under the New Energy Tech Consumer Code | (03) 9929 4195 | newenergytech.org.au info@newenergytech.org.au |
| NSW Fair Trading | Consumer affairs, NSW | 13 32 20 | fairtrading.nsw.gov.au |
| Consumer Affairs Victoria | Consumer affairs, VIC | 1300 55 81 81 | consumer.vic.gov.au |
| Office of Fair Trading Queensland | Consumer affairs, QLD | 13 74 68 | qld.gov.au/fairtrading |
| Consumer and Business Services SA | Consumer affairs, SA | 131 882 | cbs.sa.gov.au |
| Australian Competition and Consumer Commission | Conduct under the Australian Consumer Law | 1300 302 502 | accc.gov.au |
| Energy & Water Ombudsman NSW (EWON) | Your electricity retailer or distributor, NSW | 1800 246 545 | ewon.com.au |
| Energy and Water Ombudsman Victoria (EWOV) | Your electricity retailer or distributor, VIC | 1800 500 509 | ewov.com.au |
| Energy and Water Ombudsman Queensland (EWOQ) | Your electricity retailer or distributor, QLD | 1800 662 837 | ewoq.com.au |
| Energy and Water Ombudsman SA (EWOSA) | Your electricity retailer or distributor, SA | 1800 665 565 | ewosa.com.au |
A note on the energy ombudsman. Sunnn is not a member of an energy ombudsman scheme. Those schemes cover electricity retailers and distributors, so contact them about your tariff, feed-in rate, bill, meter or grid connection. For anything about Sunnn, your equipment or your installation, contact the NETCC Administrator or your state's consumer affairs or fair trading body.
Privacy
Any personal information we collect to handle your complaint is managed in line with our Privacy Policy.
This page is general information, not legal advice.