Customer care
Making a complaint
Last updated 20 October 2026
If something about our quote, our sales process, an installation or the way we've dealt with you isn't right, we want to hear about it. Complaints are free, we treat them fairly, and making one never affects your warranty or the service you get from us. We're responsible for every job we sell, including work done on site by anyone we engage.
How to reach us
Phone: 0426 284 283, Monday to Saturday
Email: info@melbournepowergroup.com(put “Complaint” in the subject)
Online: our contact form
Tell us your name, the address of the job, what happened and what you'd like us to do. You can ask someone to contact us on your behalf. If you need an interpreter, call TIS National on 131 450 and ask them to call us. If you're deaf or have a hearing or speech impairment, you can use the National Relay Service. If you're dealing with illness, disability, family violence or money stress, let us know and we'll take extra care and give you a single contact person.
What happens next
Within 2 business days
We acknowledge your complaint, give you a reference number and a contact person, and tell you when to expect a response.
Within 24 hours for safety issues
If anything smells of burning, sparks, trips repeatedly or has damaged your roof, call us. We'll talk you through making it safe and send a licensed electrician.
Within 15 business days
We aim to give you our response. If we need longer, we'll update you before then and explain why.
Within 25 business days
You'll have our final response, unless we've both agreed in writing to more time.
We log every complaint, look into it properly, and tell you in writing what we found and what we'll do. Remedies can include a repair, replacement, refund or compensation, and are never less than your rights under the Australian Consumer Law. A valid warranty claim costs you nothing.
If you're not satisfied
You can take your complaint to an independent body at any time, including if you're unhappy with our response:
Consumer Affairs Victoria
Consumer rights, contracts and refunds
consumer.vic.gov.au · 1300 55 81 81
Energy Safe Victoria
Electrical safety
energysafe.vic.gov.au · 1800 800 158
Solar Victoria
Solar Homes rebate matters
solar.vic.gov.au · 1300 376 393
Outside Victoria, contact the fair trading or consumer affairs agency in your state or territory.