At Electric Future, we strive to deliver safe, reliable and quality new energy solutions. We value your feedback and are committed to resolving any concerns quickly, fairly and respectfully If you have a question, issue or complaint about our services or products, please contact us as soon as possible so we can help make things right. We’re committed to handling all concerns fairly, transparently, and in a timely manner, in line with our obligations under the NETCC, and our own internal policies.
Your feedback helps us continually improve our service, strengthen our processes, and deliver safe, high-quality outcomes for our customers and partners.
How to Get in Touch
You can provide feedback or lodge an issue or complaint using any of the options below.
Phone: 1300 856 936 (Business hours)
Call us during business hours if you have a concern or need help with a service or product.
Email : compliance@electric-future.com
Please include any supporting documents (quotes, invoices, photos or installation details) to help us understand the issue.
Online Form: Visit our Contact Us page:
https://www.electric-future.com/index.php/contact-us/
We recognise that some customers may need extra support. If you require assistance in lodging a complaint (for example, translation or accessibility support), or wish to have someone act on your behalf, please let us know and we will facilitate that.
What Happens After You Lodge a Complaint
We follow the principles in AS/NZS 10002:2022, NETCC standard and our internal policy framework to ensure a fair, transparent and timely response.
Acknowledgement: We will acknowledge your complaint within 48 hours and your compliant will be logged in our complaint register.
Assessment: Your complaint is assessed for severity, urgency and risk using our Complaint
Investigation & Resolution: we will log your complaint in a complaint’s register and promptly begin investigating the issues. We aim to resolve most complaints within 15 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. 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 Resolution.
Electric Future uses the Repair / Replace / Refund approach where appropriate
Once resolved:
At Electric Future, we are committed to addressing concerns and resolving disputes promptly and effectively. Our dispute resolution process prioritises fairness, transparency and responsiveness, ensuring every issue is handled with integrity and respect. We strive for early resolution at first contact to prevent escalation and view each concern as an opportunity to improve our services. By keeping you informed throughout the process and implementing proactive measures, we aim to deliver a seamless and supportive experience for all stakeholders.
Please contact us using the form to raise any concern you have about our service or products.
After providing us with reasonable chance to resolve your complaint, if you believe your complaint has not been resolved properly or you remain dissatisfied with the outcome, you can forward your complaints to the following organizations listed below for escalation.