At RACV we are committed to providing you with the best possible service and aim to resolve any complaint you may have as quickly as possible. If you have any feedback or complaints about your RACV system, please follow the steps below:
Step 1: Talk to us first
To speak to a member of staff, call:
Our operating hours are Monday to Friday, 9am-5pm.
Depending on your complaint, your call may be referred to a manager. If you are not satisfied with their response, you can go to step 2.
Step 2: Contact RACV Solar Care
The next step is referring your matter to RACV Solar Care Case Management. To do this, you can:
You will receive initial feedback on your complaint within 3 business days.
For complex complaints, you will receive notification of an outcome within 21 business days. We will contact you if more time is needed.
You can request information on the status of your complaint at any time by emailing firstname.lastname@example.org.
Step 3: Seek an external review of the decision
You are entitled to seek an external review of the decision from the appropriate body depending on the nature of your complaint.
Systems under warranty
Consumer Affairs Victoria - 1300 558 181
Faulty workmanship of an accredited installer
Clean Energy Council - cleanenergycouncil.org.au
Energy Safe Victoria - (03) 9203 9700
Clean Energy Council Code of Conduct for Approved Solar Retailers
Fill in the online Code of Conduct complaints form