Complaints Handling Procedure

Huglo is dedicated to providing the best quality services and products to help you achieve the best energy outcome for your home and business.

However, we understand that things don’t always go to plan and so we’re here to discuss any issues or questions you may have. This Complaints Handling Procedure is to help you better understand how to address your issue and achieve the best outcome as quickly as possible.

At Huglo, we appreciate your feedback and wish to satisfy and delight our customers. We are committed to learning from your experiences as it will help us to continually improve the products and services we deliver. 

We will always try to find a resolution for your complaint as soon as it is sent to us. However there are times that the complaint needs to be looked at in more detail. We will ensure we provide an outcome within 21 days of when the complaint was made in writing.

Huglo has a structured approach to resolving complaints

1.    Send Complaint

If you are dissatisfied with a product or service provided by us, you can lodge a complaint with us.

Please include in your complaint the following details:

1. You Huglo Solar Invoice Reference number (#HUG-0000-xxxx)
2. your name and contact details;
3. the nature of the complaint;
4. details of any steps you have already taken to resolve the complaint;
5. details of conversations you may have had with us that may be relevant to your complaint and;
6. copies of any documentation which may be relevant.

Please send your complaint to service@huglo.com.au

2.    Evaluation

We will take note of what information you provide to us. This information will be passed on to the appropriate department of Huglo to deal with the complaint.

We are committed to resolving your complaint within a timely manner.

3.    Response

We will advise you that we have received your complaint as soon as possible and advise you on the expected timeframe to determine a resolution to your request. We will keep in touch with you during the process. If you require support, please email service@huglo.com.au. Once we have finalised your complaint, we will advise you of our findings and any action we have taken.

3.    If you are still not satisfied

If you are not satisfied with the outcome of your complaint, you can refer the complaint to with the relevant Fair Trading or Consumer Affairs office in your state or territory, as follows:

ACT: Office of Regulatory Services - Phone: (02) 6207 3000

NSW: Fair Trading - Phone: 13 32 20

NT: Consumer Affairs - Phone: 1800 019 319

Qld: Office of Fair Trading - Phone: 13 74 68

SA: Consumer and Business Services - Phone: 13 18 82

Tas: Consumer Affairs and Fair Trading - Phone: 1300 654 499

Vic: Consumer Affairs - Phone: 1300 558 181

WA: Consumer Protection - Phone: 1300 304 054