Updated: April 6, 2019
Like many of you, we have been actively monitoring and managing the risks associated with the COVID-19 outbreak for our staff, customers and our business. As we prepare and respond, our number one priority will always be the safety of our employees, and our customers.
We would like to reassure you that we are staying focused on the facts and official updates provided by the Australian Government referenced at www.health.gov.au.
We aim to provide our customers with the highest possible levels of service. This involves our Technical Advisers visiting the homes of our customers to inspect the property and to establish the right solar solution for each household’s unique energy profile.
Where a customer is not comfortable having a Technical Adviser in their home, we will discuss their needs over the phone. In this case the Technical Adviser will ask if you’re ok with them visiting the property to inspect from the outside, this will allow us to provide you with a detailed proposal appropriate to your needs.
All our staff have been briefed on appropriate precautionary behaviour as advised by state government. We ask that during any interaction with our staff you also recognise the advised behaviours of maintaining a distance of at least 1.5 meters and no shaking of hands. We also realise that many people are quite excited about purchasing solar for their home, but we should also avoid kissing & hugging when the contract is signed!
All our staff have been briefed on appropriate precautionary behaviour including the washing or sanitising of hands.
We’ve implemented measures that allow for contact-less installation – including digital signatures and video handover.
Our team will ensure they keep a distance of at least 1.5 metres between each other and your family when on your property.
All staff have been educated on the symptoms of COVID-19 and will not be working if they display any of these symptoms.
We won’t enter your home unless absolutely necessary. If so, we will barricade the area to ensure we don’t come into contact with you.
If we need to enter your home, our installers will wear a face-mask and gloves to help keep everyone safe & healthy.
Yes, service providers are allowed at your home if performing a service that can not be provided remotely. All standard precautions (as outlined above) are recommended.
Our customer service team is ready to attend to your needs. Our service tools are cloud-based so even if in the future our offices are temporarily closed, our customer service and technical support will remain open as our team will work remotely.
Our commitment to providing a world-class customer experience remains in place even during this difficult period.
We will continue to monitor the situation and will keep you notified of any material adjustments we make in the way we do business with you.
If you have any questions or concerns, please do not hesitate to contact us on (03) 8335 9990.