COMPLAINT HANDLING PROCEDURE

Blooming Rays Australia Pty Ltd ABN 25 698 594 606 Suite 208, 29 Main Street, Rouse Hill Town Centre, Rouse Hill NSW 2155 sunshine@bloomingrays.com.au 1800 952 221 bloomingrays.com.au Version 1.0 | June 2026

Our Commitment

Blooming Rays Australia Pty Ltd is committed to handling all customer complaints fairly, promptly, and transparently. We treat every complaint as an opportunity to improve and as a right of every customer we serve. This procedure applies to all complaints received in connection with the sale, supply, or installation of solar PV and battery storage systems across New South Wales and Victoria.

How to Lodge a Complaint

You can contact us by email at sunshine@bloomingrays.com.au, by phone on 1800 952 221, in writing to Suite 208, 29 Main Street, Rouse Hill Town Centre, Rouse Hill NSW 2155, or through our website at bloomingrays.com.au. We encourage complaints to be made in writing where possible so we can respond accurately and keep a clear record for you.

Step 1. Acknowledgement

We will acknowledge receipt of your complaint within 2 business days. Our acknowledgement will confirm your complaint reference number, the name of the person handling your complaint, and an expected timeframe for resolution.

Step 2. Investigation

We will investigate your complaint thoroughly and impartially. This may involve reviewing your contract and proposal, inspecting installation records and photographs, contacting your installer, reviewing compliance documentation, and where necessary arranging a site visit at no cost to you.

Step 3. Response

We will provide you with a written response within 10 business days of acknowledging your complaint. Our response will clearly state our findings, what we propose to do to resolve the matter, and your options if you are not satisfied. Where a complaint is complex and requires more than 10 business days to resolve, we will notify you in writing of the delay and provide a revised expected resolution date.

Step 4. Resolution

We will make every reasonable effort to resolve your complaint to your satisfaction. Possible resolutions include a repair, replacement, refund, price adjustment, apology, or explanation depending on the nature of the complaint.

If You Are Not Satisfied

If you are not satisfied with our response, you have the right to escalate your complaint at no cost to you to any of the following external bodies:

Energy and Water Ombudsman NSW (EWON): 1800 246 545 | ewon.com.au Energy and Water Ombudsman Victoria (EWOV): 1800 500 509 | ewov.com.au NSW Fair Trading: 13 32 20 | fairtrading.nsw.gov.au Consumer Affairs Victoria: 1300 558 181 | consumer.vic.gov.au New Energy Tech Consumer Code (NETCC): newenergytech.org.au Australian Competition and Consumer Commission (ACCC): 1300 302 502 | accc.gov.au

Record Keeping

Blooming Rays maintains a complaints register. All complaints are recorded with the date received, nature of the complaint, actions taken, and outcome. Records are retained for a minimum of 7 years.

Continuous Improvement

All complaints are reviewed by management on a monthly basis to identify trends and implement improvements to our products, services, and processes.

Contact Us

Email: sunshine@bloomingrays.com.au Phone: 1800 952 221 Address: Suite 208, 29 Main Street, Rouse Hill Town Centre, Rouse Hill NSW 2155 Website: bloomingrays.com.au