Complaints Handling Policy

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1. Policy
1.1 This policy is intended to ensure that Costline Pty Ltd (“we”/“us”/“Costline”) handle complaints effectively.
2. Definitions
2.1 For the purposes of this policy:
(a) Complaint means an expression of dissatisfaction made to or about us, relating to our products, services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required. For example, a complaint may include, any expression of dissatisfaction with a solar pv system offered or provided, with the sales process or salesperson, or with our complaints handling procedure;

(b) Complainant means any person, organisation or their representative making a complaint.

3. How to make a complaint
3.1 You may make a complaint:
3.1.1 By logging a ticket on our online ticket system (further instructions are provided in Appendix A);
3.1.2 By calling us on 1300 274 737;
3.1.3 By writing to us addressed to the “Complaints Handling Officer” by email to [email protected] or by post to PO Box 3079, Sunnybank QLD 4109.
4. Principles of objectivity
4.1 Your complaint will be handled in an equitable, unbiased and objective manner. Our aim is to resolve the complaint without assigning blame.
4.2 We will comply with the following principles when managing your complaint:
4.2.1 Impartiality – We will avoid any bias in dealing with your complainant, the person you complain about or Costline.
4.2.2 Confidentiality – We will treat your identity confidentially.
4.2.3 Completeness – We will find out all of the facts in handling the complaint;
4.2.4 Accessibility – You may make your complaint at any reasonable point or time;
4.2.5 Equitability – We will give equal treatment to all people;
5. Three level model of complaint handling
5.1 Our complaint management system incorporates three levels of complaint management:
5.1.1 Level 1: Frontline complaint handling – early resolution
5.1.2 Level 2: Internal assessment, internal investigation, facilitated resolution or review

5.1.3 Level 3: External assessment, investigation, ADR or review.
5.2 Our aim is to resolve the majority of complaints at the first level-the frontline. At each level either the complainant or we can decide to escalate the issue to a higher level. However there may be serious cases where either party can escalate the case to the highest level.
5.3 Level 1: Frontline complaint handling – early resolution
5.3.1 It is our aim to address the majority of complaints by frontline or early resolution.
5.4 Level 2: Internal assessment, internal investigation, facilitated resolution or review
5.4.1 The seriousness of some complaints will be escalated to the second level of complainant handling. Or if a complainant is dissatisfied with how their complaint was handled at Level 1, they can request that the complaint proceed to the second level. Internal assessment – The information provided by you will be assessed to determine whether, and if so how, the complaint can be dealt with by Costline. Such an assessment might consider such issues as- the nature and seriousness of the matters alleged; the complainant’s desired outcome; whether there is any utility in taking the matter further; the adequacy of the information provided; the options available to address the complainant’s concerns; the appropriate level at which the matters alleged or complained about can be addressed by Costline; Internally facilitated resolution – Where Costline’s line manager talks with you to see if some form of mutually acceptable resolution can be achieved. Where appropriate, this process may include facilitating a discussion between the frontline staff member, line manager and the complainant. Internal investigation – Investigating allegations that raise significant issues for either Costline or you. Depending on the circumstances, such investigations may be undertaken by an appropriate manager or an external advisor. Internal review – A more senior member of staff or a line manager may review the decision of the frontline staff member or the outcome of any internal assessment or investigation of the complaint. Appropriate senior staff should be given a broad discretion to overturn previous decisions and apply remedies.

5.5 Level 3: External assessment, investigation, ADR or review
5.5.1 If we are unable to resolve your complaint in Level 1 and/or Level 2, or if you are dissatisfied with the outcome that we have made in Level 1 and/or 2, then you may refer the matter as follows: Fair Trading or Consumer Affairs
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: Access Canberra | Phone: 132281
NSW: Fair Trading | Phone: 13 32 20
NT: Consumer Affairs | Phone: 1800 019 319
Qld: Office of Fair Trading | Phone: 13 74 68
SA: Consumer and Business Services | Phone: 13 18 82
Tas: Consumer Affairs and Fair Trading | Phone: 1300 654 499
Vic: Consumer Affairs | Phone: 1300 558 181
WA: Consumer Protection | Phone: 1300 304 054
ACCC: Australian Competition & Consumer Commission | Phone: 1300 302 502 Court or Tribunal
If you are not satisfied with the outcome of your complaint by Fair Trading or Consumer Affairs, you may approach the relevant Court or Tribunal in your State/Territory.

6. Complaints register
6.1.1 All complaints, and outcomes of each complaint will be logged in our Complaints Register.
7. Keeping you informed
7.1.1 We will advise you as soon as possible of receipt of your complaint and the expected timeframe for resolution of that complaint.
8. How long will we take to deal with your complaint
8.1.1 We will advise you of the outcome of your complaint within 21 days of receipt.
8.1.2 However where additional time is required we will inform you of the need for more time to complete the investigation and we will complete the investigation within 45 days of receipt of the complaint.
9. No cost
9.1.1 There is no cost involved to you for making a complaint. However if you are dissatisfied with the our outcome of your complaint, and/or the outcome of Fair Trading or Consumer Affairs body, and if you decide to pursue your complaint with your local Court or Tribunal, then you will have to pay the Court or Tribunal a filling fee.
10. Unreasonable conduct
10.1.1 Complaint conduct is likely to be unreasonable where it involves behaviour which, because of its nature or frequency, raises substantial health, safety, resource or equity issues for Costline or its staff. Examples include unreasonable persistence, unreasonable demands, unreasonable lack of cooperation, and unreasonable arguments and unreasonable behaviour.
10.1.2 We request that complainants treat our staff with respect at all times.
11. Acknowledgments
11.1.1 This policy has been drafted taking into account the Australian and New Zealand Standard Guidelines for complaint handling in organizations AS/NZS 10002:2014.
12. Online ticket system
How to make a complaint using a ticket on our online ticket system

  1. Go to and click on “Support” on the top right hand corner of our website.
  2. Click “New Support Ticket” and you will be taken to the following screen:
  3. Select either “Sales”, “Installation”, “Services” or “Account & Billing” for the question “What do you need help with”
  4. then select “Other” in “What can we help you with”
  5. then populate your email address, Contact number and Property address
  6. then populate your Invoice/Quote/Project number or if you don’t have one please leave this field blank.
  7. Then type in “Complaint” in the subject field.
  8. Provide a brief description of your complaint in the field “Description”.
  9. If you would like to attach any supporting documentation please click “+ Attach a file” and then attach your documentation.
  10. After you have completed filling in the form, please click on Submit


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