Complaints Department – Operating Hours & Process

StarPower Advance Solar Technology operates a dedicated Complaints Department to ensure formal concerns are reviewed fairly, professionally, and in accordance with Australian Consumer Law.

This department is separate from general sales and customer enquiries to ensure escalated matters receive focused attention and proper documentation.

? Complaints Department Operating Hours

Monday – Friday: 11:00am – 9:00pm (AEST)
Weekends & Public Holidays: Closed

Complaints received outside operating hours will be reviewed the next business day.

? How to Contact the Complaints Department

Email:
complaints@starpoweradvancesolartechnology.com

Please include:

• Full Name

• Invoice or Order Number

• Delivery Address (if applicable)

• Clear description of the issue

• Supporting photos (if product related)

• Previous support reference number (if applicable)

Incomplete submissions may delay review.

⏱ Response Timeframes

• Acknowledgment: Within 1 business day

• Formal Response: Typically within 1–3 business days depending on complexity

• Urgent matters (delivery errors / incorrect items): Prioritised

We do not provide open-ended “escalation” responses. All complaints are reviewed with a clear resolution pathway.

? What Happens After You Submit a Complaint?

1. Case is logged and assigned a priority reference number

2. Order and warehouse records are audited (if order related)

3. Tracking and dispatch scans are verified (if delivery related)

4. Technical evidence reviewed (if product related)

5. A written outcome is provided with next steps

Resolution options may include:

• Replacement dispatch

• Return Authorisation (RA)

• Repair or manufacturer assessment

• Refund (where applicable under ACL)

? Bank Disputes & Regulatory Escalations

We strongly encourage customers to contact our Complaints Department before initiating bank disputes, chargebacks, or regulatory complaints.

In most cases, matters can be resolved quickly and professionally without escalation.

We are a registered Australian business operating from NSW and maintain full documentation of complaint handling procedures.

? Important Notes

• We do not process complaints via social media messaging.

• Phone support may not be available during peak periods — email provides the fastest documented resolution pathway.

• Complaints must be submitted in writing to ensure accurate review and audit.

Our Commitment

We are committed to:

• Transparent communication

• Fair assessment

• Timely resolution

• Compliance with Australian Consumer Law

• Professional documentation of outcomes

Your confidence in our business is important to us, and we aim to resolve concerns efficiently and respectfully.