Summit + Shore Complaints and Dispute Policy
Last updated: April 2025
Our Commitment
At Summit + Shore, our mission is to deliver clean energy solutions that are simple, transparent, and built on trust. If something doesn’t go to plan, we want to know about it. Your feedback helps us improve, and our team is committed to resolving complaints quickly, fairly, and with care.
This policy has been developed in line with AS ISO 10002:2018 – Guidelines for complaints handling in organisations, and the New Energy Tech Consumer Code (NETCC).
What is a Complaint?
A complaint is defined as any expression of dissatisfaction made to us in relation to our products, services, staff, systems, or the handling of a previous complaint. We treat all complaints seriously – whether big or small – and handle them in line with our values of transparency, empathy, and accountability.
How to Lodge a Complaint
You can contact us via any of the following channels:
- Phone: 1300 714 714
- Email: [email protected]
- Online: www.summitandshore.com/contact
- Mail: PO Box 301, Canberra ACT 2601
Interpreter services are available upon request. We welcome complaints made directly or via an authorised representative (e.g. a family member or support worker). There are no fees or charges associated with lodging or resolving a complaint.
What to Include
To help us assist you quickly, please provide:
- Your full name and contact details
- The property address (if applicable)
- A description of the issue
- Any supporting documents (photos, invoice, communication history)
- Your preferred resolution (if known)
Our Complaint Handling Process
- We will acknowledge your complaint within 5 business days
- We aim to resolve most complaints within 15 business days
- If we need longer, we’ll let you know why and provide regular updates
- Once resolved, we’ll confirm the outcome in writing, including reasons and any actions taken
- We’ll never disadvantage you for making a complaint
- We maintain a detailed log of all complaints for internal review and continuous improvement
Our Principles
When managing a complaint, we commit to:
- Listening with empathy and without judgement
- Protecting your privacy and confidentiality
- Assigning a team member to take ownership of the issue
- Providing timely, clear updates
- Reviewing all feedback to identify trends and prevent future issues
- Supporting escalation if you remain dissatisfied
Escalation Options
If you would like to escalate your complaint to an external dispute resolution body, you can contact:
🏛️ Australian Competition & Consumer Commission (ACCC)
National consumer law and product/service-related complaints
📬 GPO Box 3131, Canberra ACT 2601
📞 1300 302 502
🌐 www.accc.gov.au
📋 New Energy Tech Consumer Code (NETCC)
For complaints relating to sales practices or conduct under NETCC
📧 [email protected]
📞 +61 3 9929 4195
🌐 www.newenergytech.org.au
🏡 State & Territory Fair Trading Contacts
| State/Territory | Contact Details |
| ACT – Access Canberra | 📞 13 22 81 🌐 www.accesscanberra.act.gov.au |
| NSW – Fair Trading NSW | 📞 13 32 20 🌐 www.fairtrading.nsw.gov.au |
| VIC – Consumer Affairs Victoria | 📞 1300 558 181 🌐 www.consumer.vic.gov.au |
| QLD – Office of Fair Trading | 📞 13 74 68 🌐 www.qld.gov.au/your-rights/consumer-rights-complaints-and-scams |
| SA – Consumer & Business Services | 📞 131 882 🌐 www.cbs.sa.gov.au |
| WA – Consumer Protection WA | 📞 1300 304 054 🌐 www.commerce.wa.gov.au/consumer-protection |
| TAS – Consumer Affairs and Fair Trading | 📞 1300 654 499 🌐 www.consumer.tas.gov.au |
| NT – NT Consumer Affairs | 📞 1800 019 319 🌐 www.consumeraffairs.nt.gov.au |
Language Assistance
We welcome feedback in any language. For support in languages other than English, contact our team and we’ll arrange interpreter services.
