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Complaints Policy

Last updated: 28 September 2026

I Love Solar is operated by Genetiqe Pty Ltd (ABN 55 165 721 595). We aim to provide clear, useful and fair information and to treat people respectfully. This policy explains how you can raise a complaint about I Love Solar, our website, content, communications, introductions or services.

What you can complain about

You may contact us about a concern involving our website, calculators, information, advertising, sponsored content, affiliate links, privacy handling, marketing communications, accessibility, customer service or the way we have handled a request or introduction. You may also complain if you believe our content or conduct has been misleading, inaccurate, unfair or otherwise inappropriate.

If your concern relates to an independent installer, energy retailer, finance provider, advertiser or other supplier, please tell us so we can consider whether we can assist. That provider remains responsible for its own products, services, contracts, prices, licences, conduct and complaint process.

How to make a complaint

Please email [email protected] with the subject line “Complaint”. You may also write to us through the contact details published on this website.

To help us investigate, please include:

  • your name and preferred contact details;
  • the date, page, communication or reference number involved;
  • a clear description of what happened and why you are concerned;
  • copies or links to relevant documents, messages, screenshots or other evidence; and
  • the outcome you would like us to consider.

You do not need to use these words or provide every detail to make a complaint. If you need help making a complaint, or require an adjustment because of disability, language, communication or other access needs, let us know and we will try to assist.

What happens after you complain

We will acknowledge a complaint where we have a usable way to contact you. We aim to acknowledge complaints within five business days and provide a substantive response within 30 days. More complex matters may take longer. If we need more time, we will explain why, provide an update and, where possible, give you an expected timeframe.

We may ask for additional information, review relevant records, speak with the people involved, correct inaccurate information, explain what happened, apologise where appropriate, or take other reasonable steps to resolve the issue. We will assess each complaint fairly and without unreasonable delay.

Privacy complaints

If your complaint concerns how we have handled personal information, please identify it as a privacy complaint. Our Privacy Policy explains how we collect, use, disclose and protect personal information.

We ask that you complain to us first so we have a reasonable opportunity to respond. If you are not satisfied with our response, or we do not respond within a reasonable period, you may be able to complain to the Office of the Australian Information Commissioner (OAIC), subject to its requirements and jurisdiction.

Complaints about energy providers or suppliers

I Love Solar is not an electricity retailer, network operator or installer unless we expressly say otherwise. If your concern is about an energy bill, installation, product, connection, contract, finance arrangement or service supplied by another business, you should first complain directly to that business.

If the matter is not resolved, you may be able to contact the relevant state or territory fair trading or consumer affairs office, or the energy and water ombudsman for your location. The Australian Government’s energy dispute resolution information may help identify the appropriate pathway. Availability and jurisdiction vary between states and territories.

Advertising, sponsored content and affiliate concerns

If you believe an advertisement, sponsored article, advertorial, affiliate link or advertiser claim is misleading, unsuitable or inconsistent with our policies, please send us the page URL, a description of the concern and any supporting evidence. We may review, amend, label, restrict or remove content or advertising where appropriate. Our Advertising Policy and Sponsored Content Policy provide further information.

External consumer complaints

For concerns about consumer guarantees, misleading conduct or a dispute with a business, you may also wish to consult the Australian Competition and Consumer Commission (ACCC) guidance or the relevant state or territory consumer protection agency. These organisations may provide information or enforcement assistance but may not resolve an individual dispute for you.

Confidentiality and records

We will handle complaint information in accordance with our Privacy Policy and applicable law. We may keep records of complaints, investigations and outcomes to manage risk, improve our website and services, and meet legal or regulatory obligations. We may need to share relevant information with a supplier or service provider to investigate a complaint, where lawful and appropriate.

Australian-wide information

I Love Solar is an Australian-wide website. Complaint rights, external review bodies and applicable rules can differ between states and territories. Nothing in this policy limits rights or remedies that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable law.

Contact us

For complaints or questions about this policy, contact [email protected].