Something went wrong?
Tell us.
If we've let you down, we want to know. Lodging a complaint is free, confidential, and won't affect your rebate or your installation. We acknowledge every complaint within 5 business days and aim to resolve it within 20.
What you can expect from us
Our complaint handling follows the VEU Code of Conduct and our own Complaint Handling Policy.
Free and private
It costs nothing to complain, and your details are only seen by the people resolving it.
Acknowledged in 5 days
You get written confirmation and a reference number within 5 business days.
Resolved in 20 days
We aim to finish investigating and give you an outcome within 20 business days.
Kept in the loop
If it takes longer, we update you at least once a fortnight until it is closed.
What happens after you lodge
You lodge
Use the form below, call, or email. Attach photos or documents if you have them.
We acknowledge
Within 5 business days you get a reference number and the name of your case owner.
We investigate
We review the records, speak to the team or installer involved, and may come back to you for detail.
We resolve
You get the outcome in writing: what we found, what we are doing about it, and why.
You can escalate
Not satisfied? We tell you how to take it to a free, independent ombudsman.
Lodge your complaint
Takes about five minutes. Only your name, contact details and what happened are required. Everything else helps us resolve it faster.
Cannot use the form? Call 1300 130 786 or email complaints@sunrisesavesenergy.com.au and we will lodge it for you.
Helping us get it right first time
What to have ready
None of this is required. The more you can give us, the faster we can investigate.
- Your job, invoice or rebate reference number
- The installation address, if it differs from yours
- Roughly when the problem started
- Names of anyone you have already spoken to
- Photos, emails or documents that show the issue
- What outcome you are looking for
Who can complain
You do not have to be the account holder, and you do not have to be a customer.
- Customers, past and current
- Anyone who received a quote or a sales call from us
- A family member, carer or friend acting on someone's behalf
- Landlords, tenants and owners corporations
- Installers, subcontractors and suppliers
Need an interpreter, or help filling in the form? Call and say so. We arrange it at no cost.
If it is a safety issue, do not use this form
Sparks, burning smells, water near electrical work, a gas odour or an unsafe installation need immediate attention. Call us on 1300 130 786 during business hours. In an emergency, call 000 first.
Call 1300 130 786Take it further, for free
Come back to us first and ask for a manager to review it. If that does not settle things, these independent bodies can step in at no cost to you.
EWOV
Energy and Water Ombudsman Victoria, for Victorian energy complaints.
EWON
Energy and Water Ombudsman NSW, for New South Wales energy complaints.
Consumer Affairs VIC
For consumer guarantee, contract and sales conduct issues in Victoria.
NSW Fair Trading
For consumer guarantee, contract and sales conduct issues in NSW.
Complaints about the rebate schemes themselves can also go to the scheme administrators: the Essential Services Commission for the VEU, and NSW Climate and Energy Action for the ESS.
Before you ask
Will complaining affect my rebate or my installation?
No. Your rebate eligibility and your job are handled separately from your complaint. Nobody loses a rebate for raising an issue.
Who sees my complaint?
Only the staff investigating and resolving it. If someone named in your complaint would have a conflict of interest, they are locked out of the case. See our Privacy Policy for how we store your information.
What if my complaint is about an installer, not your office?
Lodge it here anyway. We are the accredited provider, so conduct by our installers and subcontractors is ours to investigate and put right.
Can I complain anonymously?
You can raise a concern anonymously by phone. We cannot acknowledge, update or resolve a complaint without a way to contact you, and you will not be able to escalate it later.
How long do you keep my complaint on file?
Complaint records are retained for six years under the scheme rules. They are stored securely and access is restricted.
I just need help, it is not really a complaint.
Then you want our support page instead. Raise a ticket there for warranty questions, service requests, documents or general help.
Prefer to talk to a person?
You do not have to use the form. Call or email and we will lodge the complaint for you, then send the same written acknowledgement and reference number.
- Accredited Certificate Provider (ACP) for VEU & ESS
- Complaints handled under our Complaint Handling Policy
- Every complaint logged, tracked and audited to closure
- Free, independent escalation if we do not get it right