- $0 upfront with our repayment plan
- No call-out fees
- 24-hour response
At Carbon Savers, we are committed to providing quality products and professional services that help Australian households improve energy efficiency, reduce energy costs and transition towards more sustainable energy solutions.
Our products and services may include heat pump hot water systems, solar panels, solar batteries, heating and cooling solutions, weather sealing and energy efficiency services.
Products and services supplied by Carbon Savers may be covered by manufacturer warranties, installation or workmanship warranties and the consumer guarantees provided under the Australian Consumer Law (ACL).
The Australian Consumer Law provides consumers with rights and guarantees that cannot be excluded, restricted or modified by a business.
Depending on the circumstances, if a product or service has a major problem, you may be entitled to a replacement, refund or other remedy. For other problems, you may be entitled to have the issue repaired, rectified or the product replaced. You may also have rights in relation to reasonably foreseeable loss or damage resulting from a failure to meet a consumer guarantee.
Further information about your rights under Australian Consumer Law is available from the Australian Competition and Consumer Commission (ACCC).
Carbon Savers will work with customers and, where appropriate, the relevant manufacturer, supplier or accredited service provider to help resolve warranty and service issues as efficiently as reasonably possible.
Any assistance provided by Carbon Savers in relation to a manufacturer’s warranty does not limit or replace your rights under Australian Consumer Law.
Customers should retain their proof of purchase, invoice, installation documentation and relevant product warranty information, as these documents may assist in resolving a warranty or service issue.
Warranty periods vary depending on the product and service provided. The applicable warranty period will be set out in the relevant product documentation, quotation, invoice, warranty documentation or other applicable agreement.
If you experience a problem with a product or service supplied or installed by Carbon Savers, please follow the steps below.
Your safety is our priority.
Do not attempt to dismantle, modify, repair, remove or interfere with electrical equipment, solar panels, batteries, inverters, heat pumps, wiring or other installed equipment.
Do not attempt to work on or access any live electrical circuit.
If you believe there is an immediate danger to people or property, move to a safe location and contact the appropriate emergency service by calling 000.
Where appropriate, Carbon Savers will arrange for a suitably qualified technician or authorised service provider to inspect the issue.
Do not use equipment that you believe may be unsafe until it has been inspected and confirmed as safe by an appropriately qualified person.
You can contact Carbon Savers using the following details:
Victoria
New South Wales
Website: carbonsavers.com.au
When making a warranty claim, please provide as much information as possible, including:
Providing this information will help Carbon Savers identify your installation or service and assess the issue more efficiently.
Once we receive your warranty claim, Carbon Savers will assess the information provided and, where necessary, arrange an inspection by an appropriately qualified technician or authorised service provider.
Depending on the nature of the issue, Carbon Savers may arrange for the product or service to be repaired, replaced, rectified or otherwise addressed in accordance with the applicable manufacturer warranty, installation warranty and Australian Consumer Law.
Carbon Savers aims to provide a high standard of service throughout the consultation, assessment, installation and ongoing support process.
We recognise that occasionally a customer may have concerns about our products, services, installation work, communications or other aspects of their experience.
Our internal dispute resolution process provides customers with a clear way to raise concerns and gives Carbon Savers an opportunity to investigate and resolve complaints fairly and efficiently.
A complaint may relate to matters including:
Complaints will be assessed according to the circumstances of each individual matter and any applicable legal or regulatory requirements.
Customers can submit a complaint to Carbon Savers through the following channels.
Victoria
New South Wales
Website: carbonsavers.com.au
When submitting a complaint, please provide as much relevant information as possible, including:
Providing complete information can help us investigate your complaint more efficiently.
Once your complaint has been received, Carbon Savers will review the information provided and assess the matter.
We may contact you if additional information is required.
We will investigate the complaint and, where appropriate, provide you with a response explaining the outcome of our investigation and any action proposed to address the issue.
Carbon Savers will endeavour to resolve complaints as efficiently as reasonably possible, taking into account the nature and complexity of the matter.
Where a complaint involves a manufacturer, installer, supplier, government program or other third party, Carbon Savers may need to work with that organisation to investigate and resolve the matter.
Depending on the nature of the issue and the applicable consumer guarantees, warranty terms or contractual arrangements, Carbon Savers may consider one or more of the following remedies.
Where an installation issue, workmanship issue or defect is identified, Carbon Savers will assess the appropriate corrective action.
Where Carbon Savers is responsible for rectifying the issue, we will arrange appropriate remedial work within a reasonable timeframe, taking into account the nature, urgency and complexity of the issue.
Where necessary, Carbon Savers may engage a suitably qualified third party to carry out rectification work.
Where a product or component is defective or malfunctioning, Carbon Savers may arrange for the product to be inspected and, where appropriate, repaired.
The repair process may be subject to the applicable manufacturer warranty, availability of replacement parts and availability of appropriately qualified technicians.
We will communicate with you regarding the proposed repair and any relevant timeframe where reasonably possible.
Where a product is determined to require replacement, Carbon Savers may arrange for a replacement product to be supplied and installed where applicable.
Replacement products may be the same or an equivalent product, subject to availability and the applicable warranty or consumer guarantee.
We will provide information about the expected replacement process and timeframe where reasonably possible.
Where a refund is required or available under Australian Consumer Law, an applicable warranty or another relevant agreement, Carbon Savers will process the refund in accordance with the applicable requirements.
A refund may not be available in every circumstance, particularly where the issue can appropriately be resolved through repair, replacement or rectification.
Any refund will be handled in accordance with applicable consumer law and the circumstances of the individual matter.
Carbon Savers encourages customers to contact us first so that we have an opportunity to investigate and resolve any concern.
If you are dissatisfied with the outcome of a complaint, or if the matter cannot be resolved directly with Carbon Savers, you may have the right to seek assistance from an appropriate external dispute resolution body, consumer protection agency or regulator.
The appropriate organisation may depend on your location, the nature of the complaint and the product or service involved.
The ACCC provides information about Australian Consumer Law and consumer rights.
Website: www.accc.gov.au
Depending on where you live, you may also contact your relevant state or territory consumer protection agency.
These agencies may provide information about consumer rights, business practices and dispute resolution.
Solar, battery storage, heat pump and other energy-related products and services may be subject to requirements administered by relevant state, territory or federal regulators.
Where applicable, customers may seek information or assistance from the relevant energy regulator or industry body.
Where applicable to the products or services provided, Carbon Savers may operate in accordance with relevant industry requirements, including the New Energy Tech Consumer Code (NETCC).
Further information is available at: www.newenergytech.org.au
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded, restricted or modified under Australian Consumer Law or other applicable legislation.
To the extent that any provision of this policy is inconsistent with a mandatory consumer right, the mandatory legal requirement will apply.
Consumers should seek independent legal advice if they require advice about their individual rights or circumstances.
Carbon Savers
Website: carbonsavers.com.au
Victoria
New South Wales
Carbon Savers may update this policy from time to time to reflect changes to our services, applicable legislation, regulatory requirements or internal processes.
