Complaints & Disputes.

1How to Raise a Complaint

You can raise a complaint with us by any of the following methods. You do not need to use a particular form of words, and you will never be charged for making a complaint.

Email: info@missiongreen.com.au
Phone: +61 3 8612 7234
Post: Mission Green Pty Ltd, 367 Collins Street, Melbourne VIC 3000
Online: via our contact page

If your complaint is about a specific person at Mission Green, you can ask that it be handled by someone else. Marking your message “Complaint” helps us route it correctly, but is not required.

2What We Need From You

To investigate quickly, it helps if you can tell us:

• your name, address and the best contact method;
• your quote, invoice or job reference number if you have one;
• what happened, including relevant dates;
• any photos, documents or correspondence that support your complaint; and
• what outcome you are seeking.

If you do not have all of this, send what you have. We will ask for anything else we need.

3Our Process and Timeframes

Consistent with Section 11 of our Terms of Service:

• Acknowledgement. We aim to acknowledge every complaint promptly and confirm who is handling it.
• Resolution. We will endeavour to resolve your complaint within 14 business days of receiving it.
• If it takes longer. Where a complaint requires a site inspection, a manufacturer assessment or input from a third party, we will tell you why more time is needed and keep you updated until it is closed.
• Outcome. We will explain our decision and the reasons for it, and set out what we propose to do.

Raising a complaint with us does not affect your right to contact a regulator or external dispute resolution body at any time, including before or during our process.

4If You Are Not Satisfied

If we cannot resolve your complaint, or you are unhappy with the outcome, you have several independent options.

New Energy Tech Consumer Code (NETCC). Mission Green is a NETCC Approved Seller. The NETCC Administrator handles complaints about Approved Sellers and can be contacted on 03 9929 4174 or via newenergytech.org.au/complaints. Note that the Administrator has advised new cases may wait some weeks before an investigation commences.

Mediation. Either party may refer an unresolved dispute to mediation through the Resolution Institute, or an equivalent body, before commencing legal proceedings.

Regulators. You may contact the Australian Competition and Consumer Commission (ACCC) or your state or territory fair trading body at any time — see Section 8.

5Complaints About Finance

Mission Green acts as an introducer only for finance. We do not provide credit assistance or financial advice and we do not hold an Australian Credit Licence. Your credit contract is with the finance provider, not with Mission Green.

Complaints about a finance product, an application, a repayment or a credit contract should go to the provider directly in the first instance. If the provider does not resolve it, you can escalate free of charge to the Australian Financial Complaints Authority (AFCA) on 1800 931 678 or at afca.org.au. AFCA is the independent external dispute resolution scheme for financial services in Australia.

See our Finance Options page for the licensed entity behind each finance option we introduce.

6Complaints About Installation Work

Installations are carried out by accredited installers. If your complaint concerns the quality or safety of installation work:

• contact us first so we can arrange an inspection and, where required, a rectification under your warranty;
• complaints about an installer’s accreditation can be directed to Solar Accreditation Australia (SAA); and
• electrical safety concerns should be reported to your state or territory electrical safety regulator, and any immediate hazard should be reported to your electricity distributor without delay.

If you believe there is an immediate risk to life or property, isolate the system if it is safe to do so and call 000.

7Your Rights Under Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing on this page, in our Terms of Service, or in any warranty we offer limits those guarantees.

Depending on the failure, you may be entitled to a repair, replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. Consumer guarantees apply in addition to, and independently of, any manufacturer or workmanship warranty.

8Fair Trading Bodies by State

You can contact the consumer protection agency in your state or territory at any time:

• Victoria — Consumer Affairs Victoria, 1300 558 181
• New South Wales — NSW Fair Trading
• Queensland — Office of Fair Trading Queensland
• South Australia — Consumer and Business Services
• Western Australia — Consumer Protection WA
• Tasmania — Consumer, Building and Occupational Services
• Australian Capital Territory — Access Canberra
• Northern Territory — NT Consumer Affairs

Complaints about an electricity retailer or distributor — rather than about Mission Green — are handled by the energy and water ombudsman in your state or territory.

9Accessibility and Support

If you need help making a complaint, tell us and we will assist. You are welcome to have a family member, friend, financial counsellor or advocate raise or manage a complaint on your behalf — we may ask for your authority to deal with them.

If you need an interpreter, the Translating and Interpreting Service (TIS National) is available on 131 450. If you are deaf or have a hearing or speech impairment, you can contact us through the National Relay Service at accesshub.gov.au.

We treat every complaint confidentially and in line with our Privacy Policy.