COMPLAINTS
“We believe in great customer service and we take all complaints seriously.“
If you have a problem with your solar installation or you don’t feel the products and services lived up to what we promised, you can reach out to us directly. Upon receipt of your complaint, our customer service team will review your issue and get in touch to discuss the options to reach a solution. Please be aware that complaint resolution times may vary, based on the severity of your complaint and the amount of time required to identify any issues, and follow up with any stockists and suppliers.
Contact Details
To lodge a complaint, you can use the following channels:
Email: [email protected]
Mail: ATT: Complaints Department, Proven Energy
1/196 North Street, Toowoomba, Qld, 4350
Phone: 07 4642 0017
Contact Form: You can complete the contact form below.
Customer Complaints Process
Once our customer service team has received your complaint, we will take the following steps:
- Identify the issue. We’ll work with you to set up a suitable time to inspect the location of the issue, if required.
- Contact third parties. We’ll get in touch with suppliers and wholesalers if the issue falls under a warranty claim.
- Status update. We’ll give you a progress update and the timeline and steps involved in solving your issue.
- Complete rectification. We’ll book a time to complete any repairs
- Check you’re satisfied. After we’ve resolved your issue, we’ll check in to make sure you’re fully satisfied with our response.
WHAT OUR CUSTOMERS SAY
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We were doing a bond clean. The ceiling fan had to be replaced. Proven Energy are our regular Electricians. They replaced the fan before handover, & everything went through smoothly. Excellent service they were... read more on time, cleaned up after themselves, answered the phone promptly, or returned my call. They took pressure off a stressful situation. Thank you
Tracy Ruhle
Choosing someone to install solar for your home is a daunting task. There is some much information out there and I'll be honest, I found it all quite confusing. The... read more team at Proven Energy answered all of my questions (some of which I'm sure were quite silly!) in a way which I was able to understand. From the first phone call to the completion of the installation, the service provided by the team at Proven Energy as exceptional. If I could give them 10 stars I would!! Thank you again for making this experience so easy and stress free.
Jodie
We used Proven Energy for a large scale solar project, and they went above and beyond for us. Even though we had to keep pushing certain parts of the job... read more back, they were more than happy to work around us. Josh was super helpful and knowledgeable during the quoting stage, Gabby in the office made everything easy. nothing was ever an issue. The owner, Peter, was on-site regularly, making sure everything was running smoothly. All the guys working on-site were easy to deal with and worked hard to get the job done. I can’t recommend these guys enough!
Luke Bruggemann
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Service and advice - above and beyond! Peter and his team have attended to electrical needs including replacing fans, rewiring pool filters and timers, installing power points and other jobs around... read more our family home and investment properties - the attention to detail was spot on and even better, they cleaned up afterwards leaving the area they worked in spotless...would highly recommend. Now to discuss our solar requirements as I have been told that you are well ahead of the game!
Scott Playle
Overall dealing with Proven energy was hassle free and an easy process. Josh was more than happy to help and provide more than one quote on different solution depending on your... read more situation or expectations. From Sales, admin to installer, all parties involved were professional and helpful. The time between accepting quote and start of installation was alot quicker than expected, so no complaints there. The only negative point i have for the whole experience is the loss of power for six hours, due to the main fuse at the front of the property not being installed properly (as advised by energex). Proven energy were very apologetic and have offered to cover the bill if one is received, I will be referring Proven energy to other. For now, the proof is in the pudding.
Heath Rotheram
Thanks to Jaime Marschke and the team at Proven Energy for fixing a hiccup with my inverter when the original installer was unable to help. Great job, too, in cleaning... read more and servicing my solar panels.
Jane Gordon
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From first contact with sales personnel to installation of solar panels and follow up we found Proven Energy to be helpful, efficient and “top quality”. Everything we wanted!
Jennifer Wright
Ian was extremely informative and helpful when enquiring about a new off grid system. We purchased a bush chook. Pricing was very competitive. They took care of everything so it... read more was a stress free turn over even removing our old system for us. It was installed earlier than expected and his installation crew were exceptionally good. Ian helped set up our app snd ensured everything was running perfectly. The office staff are friendly and helpful. We strongly recommend this company to everyone.
Helen Thompson
These guys were good value and are easy to deal with no problem recommending them on the service they have provided to date.Ian has been very good assisting with anything... read more that we needed to know regarding off grid setups definitely an asset to the company.
David Petersen
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The team at Proven Energy were excellent from the sales process to installation. They were all very professional. Proven provided me with the best solution and layout for our situation... read more and I was consulted throughout the entire process of the installation. I would definitely recommend Proven Energy.
tara yetman
Good installation, friendly, informative on when they needed to turn power off. They even worked through poor weather. Top stuff.
Daneal Jee
Cannot recommend the Proven Energy team enough! They have local knowledge and so helpful to explain the solar packages & systems in a language anyone can understand. The whole process... read more was lovely, and we were always kept up to date with installation timeframes. And thank you for helping us with finance! The whole process was simple and easy.
Son Son
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Amazing team, from Peter at the top down and all on the same page re customer satisfaction as described by so many reviews over many years. Congratulations, you're all a... read more pleasure to deal with.
Frank Earley
We have used Peter and his team on several occasions, to install solar panels, install lighting in my husbands shed,additional power outlets for our outdoor entertaining area and to illuminate... read more my dark kitchen with solar lighting. Their service has always been professional, timely and competitively priced. I would highly recommend Proven Energy for solar installations and electrical work.
Sandra Campbell
Our first dealings with Proven Energy were in 2018 and, since that time all work (both by field teams and office staff) have been most courteous and of the highest... read more professional standard. Unreservedly recommend this company.
Howard Robertson