Complaints

How to make a complaint

You can lodge a complaint with One Power Solar & Electrical via:

Online form (Recommended): Contact One Power Solar & Electrical

Email: admin@onepower.com.au

Phone: 1300 568 589‍

What to include (so we can act quickly)

Please provide as much detail as you can, including:

Your full name and best contact number

Site address (where the system was installed / works were completed)

The date of install or service visit (if known)

A clear description of what went wrong

What you’d like us to do to put it right (your preferred outcome)

Any supporting info (photos, screenshots, invoices, email history)‍Important: You should let us know if you need to email this over as for security reasons our online form may not always accept attachments.‍

What happens next?

1) We receive your complaint

Your complaint comes in via email, phone, or web enquiry and is picked up by our team.

2) We record it

We log the complaint in our system (including the time, issue, and details you’ve shared). In many cases, we can resolve it straight away over the phone or by email. If it needs further action, we assign it to the right person and track it as an open service issue until it’s resolved.

3) We work through the resolution

We’ll keep you updated every step of the way. If the next step requires a site visit booked for a future date, we’ll contact you before attending to confirm access and availability.

4) We close the complaint properly

Once action is taken, we’ll follow up to confirm you’re satisfied with the outcome. We then document the result and close the case.

If you want your complaint reviewed

If you’re not happy with the outcome, reply to the latest email from our team (or ask on the phone) and request a review. Where possible, we’ll aim to have a different team member or manager reassess the case and respond with next steps.

If we still can’t reach a resolution, you can also seek independent help through the relevant state consumer affairs office or energy ombudsman (depending on your location and the issue type).

Other feedback (not a complaint)

If you simply want to share feedback or suggest an improvement, you can use the same contact options above. We still log and review this feedback.

Notes that help us resolve issues faster

Safety issues first: If you believe there is an immediate electrical safety risk, call 000 (emergency) and then contact us as soon as it’s safe to do so.‍

Keep records: If you can, keep photos and a short timeline of what happened (dates and key events).

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One Power Solar & Electrical is a leading Australian solar company that designs, builds, and installs custom solar systems for residential & commercial customers.

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