How to Lodge a Formal Complaint

At StarPower Advance Solar Technology, we take all complaints seriously and are committed to resolving concerns fairly, promptly, and in accordance with Australian Consumer Law.

If you are dissatisfied with a product, service, delivery issue, or support interaction, you may lodge a formal complaint for senior review.

? How to Submit a Complaint

Please email:

complaints@starpoweradvancesolartechnology.com

Include the following details to avoid delays:

• Full Name

• Invoice or Order Number

• Delivery Address (if relevant)

• Clear description of the issue

• Photos (if product related)

• Any previous correspondence reference numbers

Incomplete complaints may delay assessment.

⏱ Response Time

• All complaints are reviewed by a senior team member.

• You will receive an acknowledgment within 1 business day.

• A formal resolution response will be provided within 1–3 business days, depending on complexity.

? If Your Complaint Is Delivery Related

Please confirm:

• Whether packaging was damaged

• Whether the delivery note matches items received

• If multiple tracking numbers were issued

• Photos of received goods and packaging

Large solar panel orders may sometimes ship in multiple consignments.

? If Your Complaint Is Product Performance Related

Please provide:

• MPPT or voltage readings

• Installation photos

• Controller model used

• Battery type connected

Solar panels are rated under STC laboratory conditions. Real-world output varies due to temperature, sun angle, and installation configuration. For more information, please see our Solar Performance Guide.

? Chargebacks & Escalations

We encourage customers to contact us directly before initiating bank disputes or regulatory complaints. In most cases, matters can be resolved quickly without escalation.

We are a registered Australian company operating from NSW and are committed to compliant and transparent resolution processes.

Our Commitment

We aim to:

• Respond promptly

• Investigate fairly

• Provide clear resolution options

• Comply with Australian Consumer Law

• Document outcomes properly

Your satisfaction and confidence in our business is important to us.