Complaints Handling Policy

The Wodonga Electrical Team takes pride in our approach to quality in all facets of our business. We
do understand that, from time to time, unforeseen circumstances may arise.
Wodonga Electrical values Customer Feedback and we are committed to resolving issues in a fair,efficient, and timely manner.
To forward a complaint, or feedback, to the Wodonga Electrical Team, please use any of the

following options: -

In Person: Wodonga Electrical

U1, 12 South Street

WODONGA VIC 3690

By Website: www.wodongaelectrical.com

By Phone: 0477 700 444

By Email: info@wodongaelectrical.com

Our process for customer complaint resolution is as follows: -

Complaints received by email, or mail, shall be acknowledged within 24-48 hours of receipt.

 We will undertake to deliver feedback on the outcome within 21 business days and will keep the complainant updated on progress during this process.

 Contact may be made with the Complainant to clarify information to further investigate the complaint, if necessary.

 Should we believe that the required outcome may take longer than 21 business days, contact will be made with the Complainant and completion of the investigation will occur within 45 business days from receipt of the original complaint.

 Where the outcome is deemed to be unsatisfactory to the Complainant, escalation of the process can be made through Fair Trading NSW or Consumer Affairs VIC or to the Building & Construction Ombudsman by applying to the State in which business occurred.

 All Complainants will be treated in a dignified and respectful manner. Every reasonable effort will be made to investigate the relevant circumstances as quickly as possible.

 The continual improvement of the complaints handling process, and the quality of services, is a permanent and integral objective of our Company.

Information and feedback acquired will ensure that a similar situation is avoided in the future.
Records will be logged internally at the Wodonga Office. All files will be marked “Private and Confidential”.

No information will be disclosed, unless authorised in writing by the customer, where it relates to the resolution process, or is required by an external body or organisation as relevant to our Privacy

Policy located on our website at - https://www.wodongaelectrical.com.

Privacy Policy

Wodonga Electrical Pty Ltd is committed to providing quality service to you, and this policy outlines our ongoing obligations to you in how we manage your personal information.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The APPs govern how we collect, use, disclose, store, secure, and dispose of your personal information.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of th Australian Information Commissioner at www.aoic.gov.au.

What is Personal Information and why do we collect it?

Personal information is information, or an opinion, that identifies an individual. Examples of personal

information we collect includes: - names, addresses, email addresses, landline and mobile numbers, and facsimile numbers.

This personal information is obtained in many ways including interviews, correspondence, by telephone, by

email, via our website at www.wodongaelectrical.com, from other publicly available sources, and from third

parties. We do not guarantee website links or policy of authorized third parties.

We collect your personal information for the primary purpose of providing our services to you, providing

information to our clients, and marketing. We may also use your personal information for secondary

purposes closely related to the primary purpose, in circumstances where you would expect such use or

disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us via email, or

in writing.

When we collect personal information, we will where appropriate and where possible, explain to you why

we are collecting the information and how we plan to use it.

Sensitive Information

Sensitive information is defined in the Privacy Act to include information or opinion about such things as an

individual’s racial or ethnic origin, political opinions, membership of a political association, religious or

philosophical beliefs, membership of a trade union or other professional body, criminal record, or health

information.

Sensitive information will be used by us only: -

 For the primary purpose for which it was obtained

 For a secondary purpose that is related to the primary purpose

 With your consent, or where required or authorized by law

Third Parties

Where reasonable and practicable to do so, we will collect your personal information only from you.

However, in some circumstances we may be provided with information from third parties. In such a case, we

will take reasonable steps to ensure that you are made aware of the information provided to us by the third

party.

Disclosure of Personal Information

Your personal information may be disclosed in certain circumstances, including the following: -

 Third parties where you consent to the use or disclosure; and

 Where required or authorised by law

Security of Personal Information

Your personal information is sorted in a manner that protects it from misuse and loss and from unauthorised

access, modification, or disclosure.

When your personal information is no longer required for the purpose for which it was obtained, we will

take all reasonable steps to destroy or permanently de-identify your personal information. However, most of

the personal information is, or will be, stored in client files which will be kept by us for a minimum of seven

(7) years.

Access to your Personal Information

You may access the personal information we hold about you to update and/or correct it, subject to certain

exceptions. If you wish to access your personal information, please contact us in writing.

Build Bay Pty Ltd will not charge any fee for your access request but may charge an administrative fee for

providing a copy of your personal information.

To protect your personal information, we may require identification from you before we release the

requested information.

Maintaining the Quality of your Personal Information

It is important to us that your personal information is up to date. We will take all reasonable steps to make

sure your personal information is accurate and concise. If you find the information we have is not up to date,

or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can

continue to provide quality services to you.

Policy Updates

This Policy may change occasionally and will be updated on our website.

If you have any queries, or complaints, about our Privacy Policy, please contact us at: -

Address: U1, 12 South Street, Wodonga VIC 3690

Email: info@wodongaelectrical.com

Phone: 0477 700 444 (Please leave a text message if no answer on first try, or send email)

Terms & Conditions

1. Introduction

Who does this agreement apply to?

1.1 This agreement is between:

(a) Wodonga Electrical – ABN 49 675 334 273, referred to as “we” or “us”; and

(b) the customer named in the Quote, referred to as “you”.

What is this agreement made up of?

1.2 This agreement is made up of:

(a) these Terms and Conditions; and

(b) the Quote attached to these Terms and Conditions.

What does this agreement cover?

1.3 The agreement covers:

(a) your purchase from us of the solar photovoltaic system and other equipment, referred to

as the “System” and described in the Full System Design attached to this agreement; and

(b) delivery and installation of the System at your Premises.

When does this agreement start and end?

1.4 This agreement starts when you accept the offer set out in the Quote, which you can do

by:

(a) signing and posting or delivering the Quote to our address as set out in the Quote;

(b) signing, scanning and emailing the Quote to our email address as set out in the Quote; or

Quote (in which case, we will send you a full copy of this agreement by post or email, within

one week of your acceptance).

1.5 However, your purchase of the System will not become final until all the following

conditions have been satisfied:

(a) you have paid us the Deposit; and

(b) your electricity distributor (the company that actually delivers electricity to the Premises)

has granted Grid Connection Approval.

1.6 This agreement ends when we have finished installing and commissioning the System,

unless we or you end it earlier in accordance with its terms.

1.7 If we have delivered and installed the System, then after the agreement ends the

guarantees and related terms in clause 11 will continue for the Guarantee Period.

Other rules

1.8 In addition to this agreement, various laws and codes, including the Australian Consumer

Law and, if we have volunteered to be bound by it, the CEC Solar Retailer Code of Conduct,

also contain rules applicable to the sale and installation of solar photovoltaic systems. We

will comply with these rules in selling you the System and installing it at the Premises.

Capitalised terms have special definitions

1.9 Capitalised terms used in the agreement have the meanings given to them in clause 16.

2. Sale Of The System

2.1 Provided the conditions in clause 1.5 have been satisfied, we agree to sell, and you

agree to purchase the System on the terms of this agreement.

3. Payment Of The Deposit

3.1 You must pay us the Deposit at the same time as you accept our offer set out in the

Quote.

Payment of the Balance

3.2 You must pay us the Balance at the same time as we deliver the System to the

Premises.

3.3 Title in the System passes to you on payment of the Balance, provided you have already

paid the Deposit and all other amounts you owe us.

Payment methods

3.4 Payments under this agreement can be made by bank cheque, money order, cash, debit

card, credit card or direct deposit.

When payment is taken to be made

3.5 You will be taken to have made payment on the date which we receive your payment as

cleared funds in our bank account.

4. Refunds

4.1 If you have paid us money under this agreement, but the agreement ends for any of the

following reasons before we install the System at your Premises, then when the agreement

ends, we will promptly refund all the money you have paid:

(a) if we have not delivered and installed the System at the Premises within 4 weeks after

the original Target Date, and you choose to end the agreement under clause 7.7;

(b) if we give you notice of a price increase under clause 5, and you choose to end the

agreement in accordance with clause 5.3 rather than accept the price increase; or

(d) If any of the equipment quoted is unattainable and you do not agree to equipment of a

similar quality to be substituted

5. Price Increases

5.1 Subject to clause 5.2, we can increase the price of:

(a) the System or any part of it;

(b) the installation of the System; or

installing the System under this agreement.

5.2 We can only increase prices under clause 5.1 if:

(a) it is reasonable to do so;

(b) we are not prohibited by law from doing so; and

out in the Quote, or, if we have notified you of a new Target Date under clause 7.6, that new

Target Date.

5.3 If we give you notice of a price increase and you prefer to end this agreement rather than

accept the price increase, you can end the agreement in accordance with clause 5.4 and, if

you do, we will give you any refund required under clause 4.1(b).

5.4 You can end this agreement under clause 5.3 by:

(a) calling us on our telephone number as set out in the Quote; or

(b) giving us written notice of this, by post or email, before the Target Date set out in the

Quote, or, if we have notified you of a new Target Date under clause 7.6, that new Target

Date.

If we send you notice of a price increase and you do not end this agreement under clause

5.3 by the relevant date, you will be taken to have agreed to the price increase.

6. Approvals

Grid Connection Approval

6.1 We will apply for Grid Connection Approval on your behalf. In doing this, we will:

(a) make the application as soon as possible;

(b) keep you updated on the progress of the application;

distributor; and

(d) promptly give you notice of the outcome of the application.

6.2 Your purchase of the System is subject to Grid Connection Approval being granted.

6.3 If Grid Connection Approval is refused, then this agreement will end and we will give you

any refund required under clause 4.1(c).

Other approvals

6.4 You are responsible for applying for and obtaining any other approvals, permits or

consents required in respect of the installation of the System at the Premises.

6.5 You must apply for these approvals, permits and consents as soon as possible.

6.6 The sale and installation of the System, and your and our other obligations under this

agreement, are not dependent on and will not be affected by whether and when you obtain

these approvals, permits and consents.

7. Delivery And Installation

Delivery

7.1 Provided the conditions in clause 1.5 have been satisfied, we must, or must procure, the

delivery of the System to the Premises.

7.2 The risk of loss or theft of, or damage to, the System passes to you on delivery of the

System to the Premises.

Installation

7.3 Provided you have paid the Balance, we must install, or must procure the installation of,

the System at the Premises, in accordance with the Full System Design.

Target Date

7.4 We will use reasonable endeavours to deliver and install the System at the Premises on

the Target Date.

7.5 You agree, however, that:

(a) the Target Date is only a target and not a strict deadline; and

(b) we will not be liable to you if we fail to deliver and install the System at the Premises by

the Target Date.

7.6 We will notify you if we do not think we can deliver and install the System at the

Premises by the Target Date, and give you a new Target Date.

7.7 If we have not delivered and installed the System at the Premises within 4 weeks after

the original Target Date, you can end this agreement and, if you do, we will give you any

refund required under clause 4.1(a).

Installation requirements

7.8 We (if we install the System) or our contractor (if we procure a contractor to install the

System) must:

(a) be a CEC-Accredited Installer; and

(b) install the System in accordance with the Clean Energy Council Design and Install

Guidelines and all other requirements applicable to CEC-Accredited Installers.

7.9 After installation of the System, we will give you any certificate or similar document

regarding the electrical safety of the System which is required by law.

7.10 We will take every reasonable precaution in installing the System at the Premises.

However, we will not be liable in respect of:

(a) the structural integrity of the roof;

(b) the roof’s ability to carry the weight of the System;

(d) any damage to the roof or Premises which is not due to our negligence or breach of this

agreement.

8. Accessing The Premises

8.1 You grant us permission to enter and remain at the Premises, and to have our

contractors enter and remain at the Premises, to:

(a) conduct one or more site inspections, if we think this is necessary; and

(b) deliver and install the System, at any reasonable time, provided we give you at least 3

Business Days’ notice of the proposed access time.

8.2 You or your representative must be present at the Premises for any site inspection and

for the delivery and installation of the System.

8.3 You must:

(a) ensure we and our contractors have convenient and safe access to all parts of the

Premises necessary to conduct any required site inspections or to deliver and install the

System;

(b) not hinder or obstruct this access; and

sound and able to accommodate installation of the System.

9. System Maintenance

9.1 We must provide you with the Maintenance Documents.

9.2 It is your responsibility to maintain the System in accordance with these documents.

10. System Performance And STCs

Site-Specific Performance Estimate

10.1 We have calculated the Site-Specific Performance Estimate for the System and your

Premises in accordance with the CEC System Design Guidelines.

STC Incentive

10.2 We have calculated the STC Incentive based on:

(a) the maximum quantity of STCs that can be created in respect of the System under law,

taking into account the Site-Specific Performance Estimate; and the monetary value of that

quantity of STCs and deducted the STC Incentive from the System Price.

Assignment of STCs to us

10.3 You hereby assign to us all of your existing and future rights, title and interest in and to

all STCs created or able to be created in respect of the System.

10.4 You must do anything we reasonably request of you for the purpose of perfecting,

confirming or evidencing this assignment, including providing information and executing

documents.

10.5 You warrant to us, when you accept the offer set out in the Quote and again on

installation of the System, that you have not previously created, or assigned the right to

create, any STCs in respect of the System or any other solar photovoltaic generating unit at

the Premises.

Charging you the STC Incentive

10.6 If you do anything that:

(a) obstructs or avoids the assignment under clause 10.3;

(b) reduces the maximum quantity of STCs that can be created in respect of the System; or

Price by the amount of the STC Incentive, and you must pay us the STC Incentive within 10

Business Days of us invoicing you for it.

10.7 Clause 5 does not apply to any increase of the Total Price increases under clause 10.6,

and you cannot end the agreement as a result of a price increase, or refuse to accept it.

11. System Guarantees

11.1 Subject to clause 11.2, we guarantee:

(a) our workmanship, and the workmanship of our contractors, in installing the System; and

(b) the operation and performance of the System, will be free from fault or defect for a period

of 5 years commencing on the date the System is installed (Guarantee Period), and we will

repair any such default or defect notified to us within the Guarantee Period, including by

replacing all or part of the System where necessary, within a reasonable timeframe at no

cost to you.

11.2 The guarantee in clause 11.1 will not apply where:

(a) the fault or defect is not notified to us within the Guarantee Period; or

(b)the fault or defect is a result of:

(i) something done by you or someone else, and not us or our contractors; or

(ii) something beyond human control that occurred after installation, e.g., an extreme

weather event;

(iii) the System being misused, abused, neglected or damaged after installation;

(iv) the System being maintained other than in accordance with the Maintenance

Documents; or

(v) the System being repaired, modified, reinstalled or repositioned by anyone other than a

service technician approved by us in writing.

11.3 The guarantee in clause 11.1 is additional to any other guarantee or warranty you may

have:

(a) from the manufacturer of the System; or

(b) under any applicable law, including the Australian Consumer Law, although these other

guarantees and warranties may not cover labour costs, travel costs and delivery costs

arising from a claim under these other guarantees and warranties. We will notify you if this is

the case and tell you the costs payable. The costs will be payable in advance.

11.4 During the Guarantee Period, we will provide reasonable assistance to you in making

any guarantee or warranty claim against the manufacturer of the System, including by acting

as your liaison with the manufacturer.

12. Complaints

Making a complaint

12.1 If you have a complaint relating to the System, its installation or this agreement

generally, you can make a complaint to us by:

(a) calling us on our telephone number as set out in the Quote; or

(b) giving us written notice of this, by post or email.

12.2 We will handle your complaint in accordance with our standard complaints procedures.

If we have volunteered to be bound by the CEC Solar Retailer Code of Conduct, then these

procedures will comply with that Code, and with the Australian Standard on Complaints

Handling AS ISO 10002-2006.

If you are still not satisfied

12.3 If you are not satisfied with the outcome of your complaint, you can refer the complaint

to with the relevant Fair Trading or Consumer Affairs office in your state or territory, as

follows:

ACT: Office of Regulatory Services

Phone: (02) 6207 3000

NT: Consumer Affairs

Phone: 1800 019 319

SA: Consumer and Business Services

Phone: 13 18 82

VIC: Consumer Affairs

Phone: 1300 558 181

NSW: Fair Trading

Phone: 13 32 20

QLD: Office of Fair Trading

Phone: 13 74 68

TAS: Consumer Affairs and Fair

Phone: 1300 654 499

WA: Consumer Protection

Phone: 1300 304 054

13. Privacy

13.1 We will comply with all relevant privacy legislation in relation to your personal

information.

13.2 If you have any questions in relation to privacy, you can contact us by:

(a) calling us on our telephone number as set out in the Quote; or

(b) giving us written notice of this, by post or email.

14. What Happens If You Fail To Perform This Agreement

14.1 If you:

(a) fail to pay any amount when due; or

(b) fail to perform your obligations in clause 8, then we may suspend our performance of this

agreement with immediate effect and will give you a notice asking you to make the required

payment or perform the required obligation.

14.2 If you fail to make the required payment or perform the required obligation within one

week after the date of our notice, then we may end this agreement immediately by notice to

you.

14.3 If we end this agreement under clause 14.2, you must pay us any costs we incur as a

result of ending the agreement, and any costs we have already incurred in respect of the

delivery or installation of the System.

15. GST

15.1 All amounts specified in the Quote are inclusive of GST.

16. General

Notices

16.1 Any notice under this agreement must be in writing and signed by the sender or by an

authorised representative of the sender and sent to or left at the address of the addressee in

the Schedule or, if the addressee has previously notified the sender in writing of an

alternative address for notices, that alternative address.

16.2 If the delivery or receipt of a notice occurs on a day which is not a Business Day or at a

time after 5.00 pm in the place of receipt, it is regarded as having been received at 9.00am

on the following Business Day.

Assignment and novation of the agreement

16.3 Neither party can assign its rights or novate its obligations under this agreement without

the other party’s prior written consent, not to be unreasonably withheld or delayed.

Sub-contracting

16.4 We may sub-contract any of our obligations under this agreement to a third party,

provided that:

(a) if we sub-contract any obligations:

(i) we will ensure the relevant sub-contractor is suitable and performs all sub-contracted

obligations in accordance with the requirements of this agreement;

(ii) we will continue to be liable to you for the performance of our obligations under this

agreement, even though we have sub-contracted one or more of those obligations; and

(iii) we will be liable to you for the acts and omissions of our sub-contractors, as if these acts

and omissions were our own; and

(b) our obligations in relation to the design or installation of the System can only be sub-

contracted to a CEC-Accredited Installer.

Amendment of the agreement

16.5 This Agreement can only be amended in writing signed by both parties.

Waivers

16.6 A waiver in connection with this agreement is not valid or binding on the party granting

that waiver unless made in writing by that party.

Severance

16.7 Any term of this agreement which is or becomes invalid or unenforceable does not

render the other terms of the agreement invalid or unenforceable.

Governing law of the agreement and submission to jurisdiction

16.8 The laws of the State or Territory in which the Premises are located govern this

agreement, and each party irrevocably submits to the non-exclusive jurisdiction of courts

with jurisdiction there.

17. Meaning Of Capitalised Terms In This Agreement

Australian Consumer Law

means the Australian Consumer Law as set out in Schedule 2 to the Competition and

Consumer Act 2010 (Cth).

Balance

means the amount specified as such in the Quote, subject to any adjustment of this amount

in accordance with clause 5.1 or 10.6.

Business Day

means a day which is not a Saturday, Sunday or public holiday in the State or Territory in

which the Premises are located.

CEC-Accredited Installer

means an installer of solar photovoltaic systems accredited in this capacity by the Clean

Energy Council under the Clean Energy Council Code of Conduct and Accreditation Terms

and Conditions.

CEC System Design Guidelines

means the Clean Energy Council System Design Guidelines for Accredited Designers.

Deposit

means the amount specified as such in the Quote, subject to any adjustment of this amount

in accordance with clause 5.1 or 10.

Full System Design

includes the System design and specifications, proposed roof plan, System orientation and

tilt, expected efficiency and the Site-Specific Performance Estimate calculations, as set out

in Attachment 1.

Grid Connection Approval

means approval from your electricity distributor for the connection of the System to the

electricity grid at the Premises.

GST

has the meaning given in the A New Tax System (Goods and Services Tax) Act 1999 (Cth).

Guarantee Period

has the meaning given to it in clause 11.1

Maintenance Documents

means the System maintenance documents listed in Attachment 2 to this agreement.

Premises

mean the premises at the address specified in the Quote.

Privacy Act

means the Privacy Act 1988 (Cth).

Quote

means the document titled as such which forms part of this agreement and is attached to the

Terms and Conditions.

Site-Specific Performance Estimate

means our site-specific estimate of the average daily energy yield of the System for each

month, in kWh, as set out in the Full System Design.

STC

means a small-scale technology certificate created under the Renewable Energy (Electricity)

Act 2000 (Cth).

STC Incentive

means the amount specified as such in the Quote.

System

means the solar photovoltaic system and other equipment we are to deliver and install at the

Premises under this agreement, as described in the Full System Design.

System Price

means the amount specified as such in the Quote.

Target Date

means the date specified as such in the Quote, subject to any variation of that date in

accordance with clause 7.6.

Total Price

means the amount specified as such in the Quote.