Applies after project handover
At Supa Energy Hub, we’re committed to supporting our customers even after everything has been delivered. This Customer Care & Support Policy outlines what you can expect after handover, including how we handle support requests, warranties, and troubleshooting.
“Handover” refers to the point where your system or service has been fully delivered — including installation, commissioning, compliance documentation, and grid connection (if applicable). At this stage, there are no further deliverables owed under the original agreement.
Warranty Support – Assistance with manufacturer warranty claims for eligible products we supplied and installed.
Monitoring App Assistance – Help with inverter or battery app setup, if supported by the product.
Service Request Handling – Faults or concerns are reviewed within 1–2 business days by our support team.
System Troubleshooting – Guidance for any post-handover performance concerns, where covered under warranty.
Even after handover, our goal is to make sure your system runs reliably and that you feel supported. While the formal scope of our agreement may be complete, our care continues through clear, accessible support and fair troubleshooting.
To ensure your enquiry is tracked and resolved properly, please use our official channels only:
📞 0478 453 548
Please do not contact individual team members directly, such as Sales Consultants, Operations staff, or Installers, via their mobile numbers or personal emails. These are not part of our official support system, and doing so may result in delays or missed service.
Using our official channels ensures:
Proper tracking of your request
Timely assignment to the right team
A consistent, high-quality support experience
Issues caused by shading, weather, or changes in electricity usage
Damage or faults due to unauthorised third-party modifications
Internet or Wi-Fi issues affecting inverter or battery monitoring apps
Support requests made after the warranty period has expired
Troubleshooting for external issues not caused by Supa Energy Hub’s installation or products
If support is required after handover and the issue is not covered under warranty, the following fees may apply:
On-Site Call-Out & Labour Charges – If a technician is required to attend your property.
Chargeable Phone Support – If a technician needs to spend time over the phone to diagnose or assist with an issue that:
Is unrelated to the original product/service we supplied,
Is caused by external factors (e.g., modem upgrades, Wi-Fi instability, user error),
Or is the result of third-party modifications or interference.
We will always notify you in advance if any charges will apply before proceeding.
We value your time — and we also value our technicians’ expertise. This structure allows us to maintain fairness and consistency in supporting all our customers.
When contacting us, please include:
Your job number
Your property address
A brief description of the issue
📧 support@supaenergyhub.com.au
📞 0478 453 548
🌐 supaenergyhub.com.au