We understand that domestic and family violence can cause significant difficulties or harm and that it can happen to anyone.
We can help with any barriers or hardships that stop you from applying for our rebates or loans. We can also help if you are facing challenges repaying your loan with us.
We will treat you with understanding and respect. We will explain how we can help you through this difficult situation and give you the time you need to think about your options.
What we can do to help
Our dedicated Customer Service team can help you.
- We offer hardship support if you are struggling to repay your loan as part of the Solar Homes Program.
- We will consider the circumstances impacting your eligibility under the Solar Homes Program.
- We will ensure your data and personal information is always protected.
If what you need is not listed above, please contact us so we can discuss other ways we may be able to help you.
What happens when you talk with us
Our Customer Service team can offer support in relation to our program and provide referral options to help people who are subjected to domestic and family violence.
We will follow this approach when you talk with us:
- We won’t require any documentation from you about your situation. Tell us what’s going on and we will do what we can to support you.
- We’ll appoint a dedicated case manager to you.
- Your case manager will be your main contact with us. You won’t need to explain your situation more than once.
- You can set up another password to verify your identity when you call. We’ll help you make the changes you need to access your arrangements with us.
- We’ll note your preferred method of communication with us so we know how to contact you.
How to contact us
We understand that it can be hard to reach out when you are subjected to domestic and family violence. You can contact us by:
- Phone to our Customer Service team on 1300 376 393 Monday to Friday, 9:00am to 5:00pm (except public holidays).
- Email to complaints@team.solar.vic.gov.au. We use this inbox for sensitive matters also, not just complaints. We will contact you within 1 business day.
- Mail to Solar Victoria Escalated Resolution Team, PO Box 104, Morwell VIC 3840.
For information about how to contact us via the National Relay Service or with the assistance of an interpreter, go to Contact us.
Specialist family violence supports available
A range of specialist family violence support services is available, including:
| Support service | Contact |
|---|---|
| Safe Steps 24/7 family violence response centre for confidential crisis support, information and accommodation. | 1800 015 188 |
| The Orange Door Help and support for family violence, as well to as families in need of support with the well-being and development of children. | Locations |
| Men’s Referral Service Free, confidential expert support for people at risk of using family violence. | 1300 766 491 |
| Rainbow Door Free specialist advice to LGBTIQ+ people and their friends and families. | 1800 729 367 |
| Djirra Telephone counselling service for Aboriginal people who are experiencing or have experienced family violence. | 1800 105 303 |
| Yarning Safe'N'Strong Telephone crisis line for Aboriginal people and families who need to have a yarn with someone about their well-being. | 1800 959 563 |
For a full list of family violence specialist supports, go to Family violence statewide support services.
Hardship support for customers
We can provide support to customers who are experiencing financial hardship and having trouble meeting their repayments.
Consumer protections for customers
Know your consumer rights, what to be aware of and how to protect yourself.
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