Complaints Process

Pi is committed to resolving concerns quickly and fairly. This page explains how to raise a complaint and the protections available to you.

How do I raise a complaint?

Email info@principleinnovation.tech with your name, contact details and a description of the issue. You can also call our line and speak to Aria, our 24/7 assistant, who can log your matter. We aim to respond to all requests within 30 days.

Your consumer protections

Your system and its installation are covered by the consumer guarantees in the Australian Consumer Law (ACL) — goods must be of acceptable quality and fit for purpose, and services must be provided with due care and skill. These guarantees apply in addition to the manufacturer warranties on your hardware, which are yours as the outright owner of the system. Installations are completed by SAA-accredited installers to AS4777 & AS5033.

What if my complaint isn't resolved?

If you believe your complaint has not been resolved satisfactorily, you can escalate it to the Queensland Office of Fair Trading, or contact the Australian Competition and Consumer Commission (ACCC) for guidance on your ACL rights.

Privacy-related complaints

For concerns about how your personal information is handled, see our Privacy Policy. If you believe a privacy concern has not been resolved satisfactorily, you may contact the Office of the Australian Information Commissioner (OAIC).