Complaint handling procedure
How to lodge a complaint
You can raise a complaint any way that suits you. Nothing needs to be in a special format — a phone call is enough to start the process.
- Phone: 1300 643 377
- Email: support@greenerupgrade.com.au
- Post: Ground Floor/470 St Kilda Rd, Melbourne VIC 3004
- Hours: Open today · Closes 6 pm
We handle every complaint free of charge, in confidence, and without any effect on your warranty or service entitlements. If you need an interpreter, an advocate or a family member to act for you, just let us know.
- 1
Tell us what went wrong
Contact us by phone, email or post. Give us your name, install address, a contact number and a short description of the problem and the outcome you're after. Photos or documents help us act faster.
- 2
We acknowledge it
We acknowledge every complaint within 2 business days, record it in our complaints register and give you a reference and the name of the person handling it.
- 3
We investigate
We review the paperwork, speak with the installer or supplier involved and, if needed, arrange a site inspection. We keep you updated at least every 10 business days while the matter is open.
- 4
We respond
We aim to resolve complaints within 21 days of receiving them, and no later than 45 days. You'll receive our decision, the reasons for it and what we'll do to fix the issue.
- 5
Escalation inside our team
Not satisfied with the outcome? Ask for the matter to be escalated to management. A senior team member who wasn't involved in the original decision will review it and respond in writing.
- 6
External dispute resolution
If we still can't agree, you can take the matter further at no cost to you. As a NETCC Approved Seller we participate in the New Energy Tech Consumer Code complaints process, and you can also contact the energy or consumer affairs body in your state or territory.
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