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: 0468 028 117
- 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. Which one applies depends on your state and the nature of the issue:
- Your state or territory consumer affairs or fair trading office (for example NSW Fair Trading, Consumer Affairs Victoria, Office of Fair Trading QLD, Consumer and Business Services SA).
- Your state energy and water ombudsman (EWON in NSW, EWOV in Victoria, EWOQ in Queensland, EWOSA in South Australia, EWOWA in Western Australia).
- The Australian Competition and Consumer Commission (ACCC) at accc.gov.au.
- For new energy tech matters, the New Energy Tech Consumer Code at netcc.org.au.
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.