Complaints handling procedure
If anything about our sales process, our people, our work or your agreement leaves you dissatisfied, tell us. This page sets out how to do that, what we do with it, how long each step takes, and who else you can take it to.
Nuvolt Electrical Solutions (Carmont Electrical Pty Ltd, ABN 90 670 104 686), Unit 19, 20 Brookes Street, Nambour QLD 4560.
1. What counts as a complaint
Any expression of dissatisfaction with anything we offered or supplied, with our sales process or our people, with our installation or after-sales service, or with how we handled a previous complaint. You do not need to use the word "complaint". There is no charge for making one, and making one never affects how we treat you.
2. How to complain
- Email hello@nuvoltelectrical.com.au
- Phone 0494 826 740
- Post to Unit 19, 20 Brookes Street, Nambour QLD 4560
- In person to any of our electricians, who will pass it to the office the same day
If you need help making a complaint, because of language, a disability, or because someone is complaining on your behalf with your permission, tell us and we will accommodate it. If you are in vulnerable circumstances, or the complaint involves loss of power to medical or life support equipment, we treat it as urgent and act on it the same business day.
3. What we do with it, and when
| Step | What happens | Timeframe |
|---|---|---|
| 1. Receive and log | Your complaint is logged in our complaints register with the date, your details, the job or quote it relates to, and the outcome you are seeking. | Same business day |
| 2. Acknowledge | We confirm we have it, give you the name of the person handling it, and tell you when to expect our response. | Within 2 business days |
| 3. Investigate | The handler reviews the job records, photos, correspondence and the work itself, with a site visit if one is needed, and speaks with the people involved. Anyone whose own work is the subject of the complaint does not decide its outcome. | Started within 5 business days |
| 4. Respond | We give you our response in writing: what we found, what we will do (fix, redo, refund, or explain why not), and when. If we cannot respond in full by day 15, we tell you before then with a progress update. | We aim for 15 business days |
| 5. Resolve | Our final response, with the remedy carried out or scheduled. | Within 25 business days, unless we have both agreed to more time |
| 6. Close and learn | The outcome is recorded. If the complaint shows a process problem, we change the process and note the change. | On resolution |
Remedies can include fixing or redoing work at our cost, replacement of faulty equipment under warranty or the Australian Consumer Law, a refund in line with your contract and the law, an apology and explanation, or a goodwill gesture. Our workmanship warranty terms and your Australian Consumer Law rights always apply and are never reduced by this procedure.
4. If you are not satisfied with our response
You can escalate at any time, and we give you these contacts again in our final response. A person you have authorised to act for you may complain to any of them on your behalf.
- Queensland Office of Fair Trading, for consumer law matters: qld.gov.au/fairtrading, 13 QGOV (13 74 68)
- Energy and Water Ombudsman Queensland, for matters involving your electricity connection or retailer: ewoq.com.au, 1800 662 837
- Electrical Safety Office (WorkSafe Queensland), for electrical safety concerns: worksafe.qld.gov.au
- ACCC, for competition and consumer law issues of wider concern: accc.gov.au
Using this procedure does not take away your right to go to any of these bodies, or to court, at any time.
5. Record keeping and review
Every complaint is logged against the customer and job, with its category, the dates of each step above, the outcome, and any process change made. Records are kept for at least 6 years. The Director reviews the register quarterly for patterns, and this procedure annually.
6. Our people
Anything you raise with one of our electricians reaches the office the same day, and nobody will try to talk you out of making a complaint.
See also our Terms and Conditions and how we quote.