Legal
Complaints Policy
Draft last reviewed 17 August 2026
Draft — pending legal review and business approval
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Vision Environmental Solutions is committed to resolving complaints about our services, quotes, installations or website promptly and fairly. This policy explains how to raise a complaint and what you can expect from us.
1. How to lodge a complaint
You can lodge a complaint with us by:
- Phone: 1300 669 789
- Email: [email protected]
- Our contact page
To help us investigate quickly, please include your name, contact details, the property address or job reference (if known), and a description of your concern.
2. What happens next
We aim to acknowledge complaints within 2 business days and provide a full response within 20 business days. Where a complaint is complex, or involves a third-party installer, supplier or the VEU certificate process, we will let you know if more time is needed and keep you updated on progress.
(Response timeframes above are a draft starting point — to be confirmed against the business's actual complaint-handling process before publication.)
3. If you're not satisfied with our response
If you are not satisfied with how we have handled your complaint, you may be able to raise the matter with an external body, depending on the nature of your concern, including:
- Consumer Affairs Victoria — for general consumer complaints about goods and services;
- Essential Services Commission — for matters relating to the Victorian Energy Upgrades program; or
- Solar Victoria — for matters relating to a Solar Victoria–supported installation.
4. Privacy of your complaint information
Any personal information you provide as part of a complaint is handled in accordance with our Privacy Policy.