The Clean Energy Council is the peak body for the clean energy industry in Australia and focussed on accelerating the transition to renewable energy on behalf of its member organisations.
We support consumers in purchasing rooftop solar, storage and new energy tech for their homes through public advocacy, policy development and administration of consumer protection programs. These programs are:
We receive many enquiries from consumers about energy resources for their home and requests for help in disputing complaints with solar retailers and installers. As a not-for-profit organisation that is not a governing or legal body, we only have the capacity to assist with complaints against solar and storage installers and retailers who participate in our programs.
Read on for details of how to make such a complaint or who to contact if you have a different query.
Follow these steps:
Most complaints are resolved by dealing directly with the company that provided the product or service in the first place. Consider whether your complaint is a breach of their contract, consumer law or electrical safety standards to help your argument.
If you cannot resolve your complaint with the retailer, contact your local state and territory consumer protection agency who can provide you with information about your rights and options and may be able to help you resolve a dispute.
If your complaint concerns an unsafe solar, storage or new energy tech system contact your government or state electrical safety body (see ‘Complaints about electrical safety’).
Our programs are voluntary and so our powers only extend as far as issuing compliance actions and removing installers or retailers from our programs. We are not a government or legal entity and so cannot enforce laws or resolve disputes. Nevertheless, sometimes retailers or installers may choose to resolve a complaint as a result of our complaint investigation.
If the solar, storage or new energy tech retailer you wish to complain about is a New Energy Tech Approved Seller and falls short of the consumer protection standards outlined in the New Energy Tech Consumer Code (NETCC) you can lodge a complaint about them on the NETCC website. Find out more here.
If you wish to complain about an installer accredited by the Clean Energy Council who you believe has not met the relevant Australian Standards or CEC guidelines you can lodge a complaint about them on the Clean Energy Council website. Find out more here.
The Clean Energy Council works with industry, government and other organisations to raise standards in rooftop solar, storage and new energy tech. Regardless of whether your complaint is resolved or not, you can file a report to help us identify common complaints in the industry, especially those which may be causing persistent, widespread or serious harm. Data from these reports will inform the management of our industry programs and aggregate, anonymous data will be shared with relevant industry bodies and government departments to help identify and tackle common consumer complaints including those against specific businesses.
File a report and help us address common problems here. Please note: while reporting an issue below helps us provide greater benefit to consumers, unfortunately we can’t use it to help you resolve your individual issue with a business. You will not receive a direct response to your report.
If you want advice on buying solar, storage or other new energy tech for your home please see the NETCC consumer guides. We cannot assist with technical or consumer advice beyond these, and would advise consumers to reach out to a local New Energy Tech Approved Seller for more information.
More resources can be found here:
Issues the Clean Energy Council cannot assist with
Where to find assistance
Australian Electrical Standards
Site or Workplace Safety
New Energy Tech Consumer buyers guides
Tailored Consumer Technical Advice
Who installed my solar system?
Questions relation to STCs or inspections
Consumer dispute resolution
Complaint about your electricity retailer or electricity distributor
Consumer and small business complaints about financial firms
Warranties and consumer guarantees
Rebates and government schemes
Small claims tribunals
Commercial and small business disputes
Energy retailers and distributors