Complaints Handling Procedure - Tactical Energy Pty Ltd

Version: 1.0
Effective date: 07/05/2026
Business name: Tactical Energy
Legal entity: Tactical Energy Pty Ltd
ABN: 43 646 332 185
Electrical Contractor Licence: 88824
Email: office@tacticalenergy.com.au
Phone: (07) 3834 3528
Postal address: PO Box 1003, Spring Hill QLD 4004

1. Purpose

1.1 Tactical Energy is committed to dealing with complaints in a fair, timely and transparent way.

1.2 This Complaints Handling Procedure explains how customers may raise concerns, how Tactical Energy will respond, and what options are available if a customer is not satisfied with the outcome.

2. Scope

2.1 This procedure applies to complaints about Tactical Energy’s goods, services, sales process, installation process, staff, contractors, after-sales support, warranty handling, account administration, and complaints handling process.

2.2 For solar PV, battery, EV charging, home energy systems and other new energy technology works, this procedure is intended to support Tactical Energy’s obligations under the New Energy Tech Consumer Code where that Code applies.

2.3 For general electrical works not covered by the New Energy Tech Consumer Code, Tactical Energy will still use this procedure as a practical complaints handling framework.

3. What is a complaint?

3.1 A complaint is any expression of dissatisfaction made to Tactical Energy about its goods, services, staff, contractors, sales process, installation process, customer service, warranty response, account handling, or complaints handling process, where a response or resolution is expected.

3.2 A complaint may be made verbally or in writing.

3.3 A request for information, a routine service enquiry, or a request for warranty assistance may not initially be a complaint. However, if the customer is dissatisfied with Tactical Energy’s response or handling, the matter will be treated as a complaint.

4. How to make a complaint

4.1 Customers may make a complaint by:

4.1(a) emailing Tactical Energy at office@tacticalenergy.com.au;
4.1(b) calling Tactical Energy on (07) 3834 3528;
4.1(c) writing to Tactical Energy at PO Box 1003, Spring Hill QLD 4004;
4.1(d) speaking to Tactical Energy staff or representatives.

4.2 Customers should, where possible, provide:

4.2(a) their name and contact details;
4.2(b) the site address;
4.2(c) quote, invoice or job number;
4.2(d) details of the issue;
4.2(e) relevant documents, photographs or communications;
4.2(f) the outcome they are seeking.

4.3 Tactical Energy will assist customers who need help to make a complaint.

5. Acknowledgment

5.1 Tactical Energy will acknowledge receipt of a complaint as soon as possible.

5.2 The acknowledgment will usually confirm:

5.2(a) that the complaint has been received;
5.2(b) who will be handling the complaint;
5.2(c) whether further information is required;
5.2(d) the expected timeframe for response.

6. Complaint register

6.1 Tactical Energy will record complaints in a complaints register.

6.2 The register should record:

6.2(a) date received;
6.2(b) customer name;
6.2(c) site address;
6.2(d) job or invoice number;
6.2(e) summary of complaint;
6.2(f) category of complaint;
6.2(g) person responsible for handling it;
6.2(h) key actions taken;
6.2(i) response date;
6.2(j) outcome;
6.2(k) whether any corrective action is required;
6.2(l) whether the matter was escalated.

6.3 The register should be reviewed periodically to identify recurring issues, training needs, supplier issues, installation issues, communication gaps or process improvements.

7. Investigation

7.1 Tactical Energy will promptly investigate the complaint.

7.2 Depending on the nature of the complaint, this may involve:

7.2(a) reviewing the quote, contract, invoice and job notes;
7.2(b) reviewing photographs, reports or compliance documentation;
7.2(c) speaking with the customer;
7.2(d) speaking with staff, contractors, suppliers or installers;
7.2(e) arranging a site inspection;
7.2(f) obtaining technical or supplier input;
7.2(g) considering applicable legal, safety, licensing, warranty, consumer law and NETCC obligations.

7.3 Tactical Energy may ask the customer for further information where reasonably required.

8. Response timeframes

8.1 Tactical Energy will aim to provide a response to the complaint within 15 business days of receiving the complaint.

8.2 If Tactical Energy cannot provide a final response within 15 business days, it will update the customer before that period expires and explain the progress of the complaint.

8.3 Tactical Energy will provide a final response within 25 business days of receiving the complaint, unless Tactical Energy and the customer agree to a further extension.

8.4 These timeframes align with the complaint handling expectations under the New Energy Tech Consumer Code.

9. Outcomes

9.1 Tactical Energy’s response may include one or more of the following:

9.1(a) an explanation of what occurred;
9.1(b) an apology;
9.1(c) further information;
9.1(d) rectification works;
9.1(e) warranty assistance;
9.1(f) replacement of goods;
9.1(g) refund or partial refund;
9.1(h) revised invoice;
9.1(i) goodwill resolution;
9.1(j) referral to a manufacturer, supplier, distributor, inspector or other third party;
9.1(k) confirmation that Tactical Energy does not accept the complaint, with reasons.

9.2 Any proposed outcome will depend on the circumstances, the contract, applicable warranties, Australian Consumer Law rights, safety obligations, licensing obligations and any applicable NETCC requirements.

10. Urgent safety issues

10.1 If a complaint involves an urgent safety risk, Tactical Energy will give the matter priority.

10.2 Where required, Tactical Energy may take immediate steps to make the site safe, isolate equipment, arrange inspection, notify relevant parties, or recommend urgent action.

10.3 Customers should not use equipment or installations they believe may be unsafe.

11. If the customer is not satisfied

11.1 If the customer is dissatisfied with Tactical Energy’s response, they may request an internal review.

11.2 The internal review will be handled, where practical, by a person who was not primarily responsible for the original decision.

11.3 If the matter remains unresolved, Tactical Energy will provide details of relevant escalation options, which may include:

11.3(a) the relevant State or Territory fair trading / consumer affairs body;
11.3(b) the relevant energy and water ombudsman, where applicable;
11.3(c) the New Energy Tech Consumer Code Administrator, where the complaint relates to NETCC-covered conduct;
11.3(d) the relevant court or tribunal.

11.4 The NETCC Administrator says consumers may lodge complaints where they believe an Approved Seller has not met the standards under the Code.

12. No disadvantage for making a complaint

12.1 Tactical Energy will not treat a customer unfairly because they have made a complaint.

12.2 Making a complaint does not automatically suspend the customer’s obligation to pay undisputed amounts.

13. Privacy

13.1 Tactical Energy will handle personal information collected during the complaints process in accordance with its Privacy Policy.

13.2 Complaint information may be used or disclosed where reasonably required to investigate and resolve the complaint, obtain advice, deal with suppliers, contractors, insurers, regulators, dispute resolution bodies, courts or tribunals, or comply with legal obligations.

14. Continuous improvement

14.1 Tactical Energy will use complaint information to identify opportunities to improve its services, communication, quoting, installation, warranty handling, contractor management and customer support.