Question 1

How are complaints handled?

Accepted Answer

We'll record the details of your complaint. We'll give it fair and genuine consideration and seek to achieve a fair outcome for both parties.
Your complaint will be allocated to one of our complaints handling team.
We'll enquire into your complaint within a reasonable time frame, taking into account the nature and complexity of your complaint.
We'll keep you informed of any progress via your preferred communication channel – or if you don't specify, we'll contact you by the same channel that you initially made the complaint.
We'll treat your complaint respectfully and handle all personal information in accordance our privacy policy.
If appropriate, we'll make policy changes to prevent the same situation from happening again.

Question 2

Lodging a complaint about your payment plan with AFCA

Accepted Answer

We are a member of an external dispute resolution scheme and in the unlikely event that we cannot resolve your request for hardship assistance, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is a new external dispute resolution scheme that replaces the Credit & Investments Ombudsman (CIO). AFCA will provide fair and independent financial services complaint resolution that is free to use:

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Before AFCA can investigate the matter, you must have first given us the opportunity to review it. Time limits may also apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Question 3

Lodging a complaint about your electricity service with EWON

Accepted Answer

Escalating your complaint

If we have not been able to help you when you first contacted us or you’re not satisfied with the outcome of your complaint, you can escalate your complaint to our Customer Support Team:

Phone: 1300 274 448
Interpreter service: 131 450
Email: support.solar@brighte.com.au

You can out more information in our energy complaints policy.

Lodging with EWON

Whilst we hope that you contact us first about your concern, you can also receive free and independent advice from the Energy & Water Ombudsman of New South Wales.

You can lodge a complaint with the Energy and Water Ombudsman NSW (EWON).

Online: www.ewon.com.au
Phone: 1800 246 545 (free call)
Mail: Free post Reply Paid 86550, Sydney South NSW 1234

Question 4

Buy Now Pay Later Code of Practice

Accepted Answer

Brighte is also a member of the Buy Now Pay Later Code of Practice. This means that if the product we have provided you is our 0% Interest Payment Plan, in addition to contacting us or AFCA, you can report an alleged breach of this Code to the Code Compliance Committee (CCC). The CCC is an independent committee that has been established to monitor our compliance with this Code (as outlined in the Terms of Reference for the CCC).

You can access the Code by visiting https://afia.asn.au/BNPL-Documents.

If you have a specific complaint about us, you should first talk to us, and if you are not satisfied, then AFCA. The CCC will not consider your Complaint if you are still trying to resolve it with us, or within AFCA. To lodge a Complaint with the CCC, you can contact them at CCC-BNPL@afia.asn.au.

Question 5

What is the catch with 0% financing?

Accepted Answer

There is no catch when you use Brighte, we are upfront and honest about our fees and charges.

Question 6

How do payment plans work?

Accepted Answer

Payment plans allow you to repay an amount over a set period of time. For the Brighte 0% Interest Payment Plan repayments terms are between 6-60 months.

Read more product information about the 0% Interest Payment Plan.

Question 7

How do you calculate monthly payments?

Accepted Answer

Calculate your potential monthly repayments using our Brighte repayment calculator

Question 8

What if my circumstances change?

Accepted Answer

We have a robust hardship policy, and don't take advantage of our customer's changing circumstances. Less than 1% of Brighte's revenue is from late payment fees. We strive for transparency - late fees are capped at $49.90/year. Contact us if you're concerned or want to know more..

Question 9

Who are Brighte's trusted tradies?

Accepted Answer

We're partnered with more than 2,100 tradespeople, solar installers and battery experts who specialise in the installation of sustainable home improvements. Each of our partners are accredited, trained and adheres to a code of conduct.

Question 10

Where do I start?

Accepted Answer

We'll connect you to tradies for a quote. Once you're happy, you can get pre-approved for the 0% Interest Payment Plan, and Brighte pays tradie once the work is done. Learn more about how Brighte works.

Question 11

What's in it for them?

Accepted Answer

We offer great rates & transparent fees, $0 upfront costs for customers, credit approvals within minutes and much more.

Question 12

Who is Brighte?

Accepted Answer

Brighte’s purpose is to power a brighter future, today.

We’re on a mission to make every home sustainable starting with 1 million Brighte powered homes.

We passionately believe that sustainable homes can be both affordable and comfortable, without compromise. That people deserve to love the homes they live in now and not have to wait until tomorrow.

Click around our website to learn more about Brighte.

Question 13

What type of products can I purchase through the Scheme?

Accepted Answer

From solar and battery storage to electric heating & cooling systems; the ACT Sustainable Househouse Hold Energy Scheme gives you a range of options to make your home more sustainable.

Energy generation, storage and EV charging (Category A)

Household rooftop solar PV systems
Household battery storage systems
Electric Vehicle (EV) charging infrastructure

Replacement of gas or inefficient electric appliances (Category B)

Electric heating & cooling systems – reverse cycle
Hot Water Heat Pumps (HWHP)
Efficient electric stove tops

Electric vehicles (Category C)

New and used

The ACT Government have put together eligibility guidelines which covers the ins and outs of the Scheme.

Question 14

Am I eligible for the scheme?

Accepted Answer

Eligibility requirements are unique to each category. But to help you navigate the ins and outs of the scheme, the ACT government have put together guidelines which covers the eligibility requirements for each category.

Question 15

How do I find the Unimproved Value (UV) of my property?

Accepted Answer

You can find the Unimproved Value (UV) of your property by visiting Access Canberra and entering in the address for which you intend to install on.

Question 16

What do I need to apply for the Loan?

Accepted Answer

Finance is our bread and butter. We’ve made it easy for you to apply online (or over the phone). To apply, you’ll need to provide:

Employment details
Identification details (drivers license, passport or a state issued ID card)
Income and expenses
Two most recent payslips

Question 17

What are the fees for the loan product?

Accepted Answer

As part of this Scheme Brighte has developed an exclusive product that is only accessible for ACT Sustainable Household Scheme participants.

Below is the fee structure:

0% Interest Loan
$0 establishment fee
$0 weekly account keeping fee
$0 introducer fee
$4.99 late payment fee (if applicable)
Fortnightly repayments
2-10 year loan terms with fortnightly repayments.

Question 18

Can I borrow more with Brighte above the $15K ACT SHS Loan?

Accepted Answer

If your job is above the $15,000 cap you can certainly choose to apply for additional funding with Brighte. Simply request this when discussing your payment options with your chosen Brighte vendor.

Please note, this will be treated as a spereate loan application, interest charges and fees will apply on funds borrowed above the $15,000 cap and will be subject to our lending criteria and terms & conditions.

Question 19

What is a fixed rate?

Accepted Answer

A fixed rate is one rate for the entire period of your loan. You may see other products, show ‘rates from’.

See more information on the Brighte Green Loan and Brighte Personal Loan.

Question 20

What is the difference between a green loan and personal loan?

Accepted Answer

A green loan is structured the same way as a personal loan, however a green loan is used to finance energy efficient products.

Question 21

How do you calculate monthly payments?

Accepted Answer

Calculate your potential monthly repayments using our Brighte repayment calculator

Question 22

How does a solar loan work?

Accepted Answer

There are many different products on the market. Brighte offer the Brighte Green Loan.

You will only start your repayments once the job has been completed, we pay your chosen installer directly and you repay Brighte over time.

See more information on the Brighte Green Loan.

Question 23

How do payment plans work?

Accepted Answer

Payment plans allow you to repay an amount over a set period of time. For the Brighte 0% Interest Payment Plan repayments terms are between 6-60 months.

Read more product information about the 0% Interest Payment Plan.

Question 24

How do you calculate monthly payments?

Accepted Answer

Calculate your potential monthly repayments using our Brighte repayment calculator

Question 25

How much can I borrow for a home renovation?

Accepted Answer

Brighte provides finance for your home improvement jobs ranging between $1k and $30K.

Question 26

What is the catch with 0% financing?

Accepted Answer

There is no catch when you use Brighte, we are upfront and honest about our fees and charges.

Question 27

How do you calculate monthly payments?

Accepted Answer

Calculate your potential monthly repayments using our Brighte repayment calculator

Question 28

What is a fixed rate?

Accepted Answer

A fixed rate is one rate for the entire period of your loan. You may see other products, show ‘rates from’.

See more information on the Brighte Green Loan and Brighte Personal Loan.

Question 29

How much can I borrow for a home renovation?

Accepted Answer

Brighte provides finance for your home improvement jobs ranging between $1k and $30K.

The future is Brighte

Get quotes and finance for your next project

Solar and Battery System

Battery Storage

Solar System

Solar Hot Water Systems

All home improvements

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