Complaints Handling Process

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 At KTPS Co. Pty. Ltd, the complaints handling procedure is designed to address customer concerns fairly and effectively, ensuring a responsive and structured resolution process.

 KTPS Co. Pty Ltd., a Perth-based solar panel company, has a complaints handling procedure outlined in their Terms of Service. Minor complaints should be directed to the office manager, while major complaints are escalated to Sid Bahri, the Director. Unresolved complaints can be escalated to external organizations if needed. 

1. Accessibility: Complaints can be made through various channels to ensure accessibility, including email, and phone calls. Customers are encouraged to provide as much detail as possible for efficient handling.

2. Acknowledgment: Upon receipt of a complaint, KTPS Co. Pty. Ltd. will acknowledge it promptly, typically within (10) business days. The acknowledgment will include details of the person handling the complaint and the expected timeframe for resolution.  We will aim to provide you with a response to your complaint within (10) business days of receipt of your complaint.  If we do not provide you with a final response by then, we will advise you before (15) business days have passed and provide an update of progress 

3. Investigation: Each complaint is investigated impartially, considering all relevant information and evidence.  We will provide you with a final response to your complaint within (25) business days of receipt of your complaint, unless we have both agreed to a further extension. If more time is required, customers will be informed about the delay and the reasons for it.

Here's a more detailed breakdown:

Initial Steps:

Contact:

Customers can contact the administration staff at their main office 0403 283 469 or via email at admin@ktps.com.au.

Initial Escalation:

Minor complaints are directed to the office manager, while major complaints are escalated to Sid Bahri, the Director.

Unresolved Complaints:

If a resolution isn't reached internally, external organizations may be contacted. 

External Organizations:

The Energy and Water Ombudsman WA and ACCC maybe options for unresolved complaints. Freecall on 1800 754 004 and 1300 302 502 respectively.

Or Consumer Protection at 1300 304 054. 

Important Considerations:

Product Liability:

KTPS Co. Pty. Ltd. is not responsible for manufacturing defects.  During the Guarantee Period, we will offer reasonable support in assisting you with any warranty claims against the manufacturer of the System, including acting as your liaison with the manufacturer.