Complaints Policy
1. Purpose and commitment
At BOOM! Power we are committed to providing an exceptional experience for every user of our home electrification platform. We recognise that sometimes things may not go as planned – and when that happens, we take complaints seriously.
Your feedback helps us continually improve the products and services we deliver through our trusted network of installers and partners. We follow the principles of fairness, transparency, accountability, and accessibility in all complaint handling.
2. Scope
Complaints may relate to:
- Platform usability or information accuracy;
- Customer service or communication;
- Installation or sales issues;
- Alleged breaches of standards, contracts, or ethical conduct.
If your complaint relates to the following you must contact the installer directly in the first instance:
- Installation workmanship;
- Product performance or warranty; or
- On-site conduct or timeliness of an installer.
3. How to lodge a complaint
If you are dissatisfied with a service provided by BOOM! Power, or a direct interaction, you can lodge a complaint by emailing support@boompower.com.au.
Please include:
- Your name and contact details;
- The nature of your complaint and relevant details (including installer name, if applicable, noting you should contact the installer directly in the first instance);
- Any steps you have already taken to resolve the matter;
- Your preferred outcome or action;
- Any supporting documents (such as quotes, correspondence, or screenshots).
Where relevant, BOOM! Power may ask for additional information to assist in resolving your complaint quickly. We will:
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Acknowledge your complaint within 1 business days;
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Investigate and aim to resolve it within 20 business days;
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Keep you updated throughout the process.
4. Complaints pathway for products and installations
BOOM! Power is a marketplace platform that connects Households with independent, verified and licensed installers. Each installer is responsible for the quality, warranty, and performance of their products and installation work.
If your complaint relates to:
- Sales practices
- Installation workmanship;
- Product performance or warranty; or
- On-site conduct or timeliness of an installer,
They are responsible for responding to your complaint and rectifying any issues in line with their contractual and consumer law obligations. If you are unable to resolve your complaint directly with the installer, BOOM! Power can assist by:
- Providing contact details or escalation channels for the relevant installer;
- Escalating unresolved complaints to:
- NETCC Administrator (solar and batteries only)
- New South Wales Fair Trading
- Queensland Office of Fair Trading
- South Australia Consumer and Business Services
- Western Australian Consumer Protection
- Victorian Government’s consumer affairs
- Australian Capital Territory (ACT) Fair Trading and Consumer Rights
- NT Consumer Affairs
- Consumer, Trader and Tenancy Affairs (CTTA),
or other appropriate regulatory body.
- Reviewing the installer’s performance and compliance record for future platform participation; and
- Removing installers from the BOOM! Power platform, if they underperform or fail to meet required service standards.
5. How we handle complaints
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Acknowledgement: We confirm receipt of your complaint and assign it to the relevant department.
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Evaluation: Your complaint is reviewed by the appropriate team to understand the issue and determine next steps.
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Investigation: We may contact you, the installer, or our enterprise partner (e.g. your bank or energy retailer) to gather information.
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Response: We’ll inform you of our findings and any actions taken. If the resolution requires your agreement, we’ll confirm before closing the complaint.
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Closure: Once resolved, your complaint will be recorded and monitored as part of our continuous improvement process.
6. Continuous Improvement
BOOM! Power tracks and analyses complaint trends to identify recurring issues and improve supplier performance. Regular reporting of complaint trends and installer performance is included in our management and partner governance processes, ensuring transparency and accountability across the platform. Our goal is to maintain a marketplace of trusted, high-performing suppliers who consistently meet customer expectations.
7. Privacy
All complaints are handled in accordance with the BOOM! Power Privacy Policy. Personal information collected will be used only for the purpose of investigating and resolving your complaint.
8. Contact