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How Do I Raise a Concern About an Independent Network Member?

If you are experiencing ongoing issues with an Independent Network member and have been unable to reach a satisfactory resolution, you can raise a Concern with Independent Network.

Before Independent Network can become involved, you should first raise the issue in writing with the installer. This is an important step because:

• It creates a clear record of the issue and any correspondence.
• It gives the installer an opportunity to investigate and resolve the matter.
• The installer should be allowed 14 days to respond and attempt to resolve your concerns.

If you have contacted the installer and remain dissatisfied after 14 days, you can contact Independent Network.

We will:

1. Review the information provided.
2. Contact the installer to understand the situation.
3. Offer guidance and support where appropriate to help resolve the matter.

If the matter remains unresolved after our initial involvement, we may recommend that you submit a formal Concern for investigation. A formal Concern allows Independent Network to review the circumstances in more detail and work with both parties towards a resolution.

You can submit a Concern through the Independent Network website (Your Guarantee → Raise a Concern)

Please provide as much information as possible, including:

• Your name and contact details
• Installation address
• Details of the installer
• A summary of the issue
• Copies of any relevant correspondence, photographs, quotations or supporting documents

Independent Network will investigate the Concern and work with both parties to help achieve a fair outcome. However, we encourage homeowners and installers to try to resolve issues directly before a formal Concern is submitted.