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Make a complaint

Understanding our complaints process

New Energy Tech Approved Sellers have committed to meeting our standards. The Administrator of the NETCC program investigates complaints in which there is evidence an Approved Seller has breached those standards.

To lodge a complaint follow the steps below.

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1. Is the complaint about an Approved Seller?

There are hundreds of New Energy Tech Approved Sellers across Australia. Search our directory of Approved Sellers. If your complaint is about an Approved Seller, continue to the next step below. If it's not, we will be unable to help you here but other organisations may.

Please note: the New Energy Tech Consumer Code (NETCC) was authorised to take effect from 1 February 2023 and so incidents that occurred prior to 1 February 2023 cannot be investigated under the NETCC as they are out of jurisdiction. Date of incident refers to events such as the date the contract was accepted and date of the non-compliant sales activity.

What if my complaint is not about an Approved Seller?
Contact

2. Have you tried to resolve your dispute with the Approved Seller directly?

Approved Sellers are required to respond to customer complaints promptly and fairly and many disputes can usually be resolved directly with them. If you haven’t approached them directly about your problem we would recommend doing that first.

If the company has gone out of business you may still be able to contact their administrators via the Australian Securities and Investments Commission (ASIC) website, by phoning 1300 300 630 or contacting your local Office of Fair Trading.

If you are still having difficulty resolving a dispute, cannot contact the retailer or do not wish to contact them continue to step 3.

The New Energy Tech Consumer Code

3. Is the complaint a breach of our standards?

If your complaint is a breach of our standards the NETCC administrator will investigate the issue and take action against the Approved Seller where appropriate. You can check a summary of our standards below. If it is not a breach of our standards there are still organisations below who may be able to help (see above).

If you believe the Approved Seller you dealt with has potentially breached our standards, fill out the form below.

View the NETCC standards

Make a complaint

If you believe an Approved Seller has not met the standards set out under the New Energy Tech Consumer Code (NETCC) you can lodge a complaint here.

There are four steps to complete the form, it takes approximately 10 minutes to complete. You will need to tell us

  • who your complaint is about
  • what your complaint is about and the outcome you are seeking
  • basic personal details
  • you will also be asked to attach any relevant documents as evidence to support your case.

            

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If the business name is not listed, click here for more information.

Begin typing the name of the Approved Seller

Please note that the Administrator is unable to intervene in matters where an order has been made in a Tribunal or a Court or when a matter is proceeding before a Tribunal or court

If your complaint concerns direct contact you have had with an Approved Seller, it is strongly recommended that you contact the business prior to contacting the Administrator. When doing so, you are advised to clearly explain the issue, state the preferred outcome, and keep a record of the complaint letter or notes of the telephone call. For further guidance on how to write a complaint letter, see the ACCC website here


We will be in contact with the person you are making the complaint for and get their consent for us to investigate this complaint.

It may be difficult to address a complaint if there are no contact details and the Administrator may need further information to clarify the issues or take action to address the complaint. Therefore, we will require your details in order to proceed with the complaint.




Please provide fill in your information below

















Please contact the Administrator by calling 03 9929 4174 or via email: [email protected]

Please contact the Administrator by calling 03 9929 4174 or via email: [email protected]

Consent


Please note that the Administrator may be unable to proceed with investigating your complaint if you do not consent to being named as the complainant.

The Administrator may investigate and take action against an Approved Seller for any potential breaches of the NETCC.


If more than one applies, please select the most applicable. You will have an opportunity to provide a full description below.






















Disclaimer: Please note: As the Code Administrator, we will investigate all complaints in accordance with the New Energy Tech Code of Conduct (the NETCC). However, we are not a dispute resolution body and do not have the jurisdiction to arbitrate commercial, civil, or financial disputes.


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