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Complaints about solar, storage or renewable energy systems

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.

SHOULD YOU HAVE A COMPLAINT ABOUT A SOLAR OR STORAGE RETAILER OR INSTALLER

Follow these steps:

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1. Contact the retailer

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.

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2. If the retailer is a New Energy Tech Approved Seller, complain to us

You can find out whether they are an Approved Seller by searching here.

Approved Sellers are committed to consumer protection standards defined under the New Energy Tech Consumer Code (NETCC). The Clean Energy Council administers the NETCC program.

Please note the Code is voluntary and so our powers only extend as far as issuing compliance actions and removing retailers from the NETCC program. We are not a government or legal entity and so cannot enforce laws or resolve disputes. Nevertheless, sometimes retailers may choose to resolve a complaint as a result of our complaint investigation.

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.

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3. Complain to your relevant state government body

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’).

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4. If the installer is an accredited installer, complain to Solar Accreditation Australia (SAA)

Accredited installers and designers aim to work to industry best practice standards and produce systems that are safe, reliable and meet customer expectations.
Effective 29 February 2024, Solar Accreditation Australia (SAA) is responsible for the accreditation of installers and designers.

You can find out more about lodging a complaint with SAA here.

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5. Once you've followed the steps above, report the issue to industry to help raise standards

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.

SHOULD YOU HAVE ANOTHER ENQUIRY

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

Home | Standards Australia

Site or Workplace Safety

https://www.safeworkaustralia.gov.au/

New Energy Tech Consumer buyers guides 

NETCC | Consumer Information Products (newenergytech.org.au)

Tailored Consumer Technical Advice 

NETCC | NETCC |Find a New Energy Tech Approved Seller

Who installed my solar system? 

Clean Energy Regulator Clean Energy Regulator - Home

Questions relation to STCs or inspections 

Clean Energy Regulator Clean Energy Regulator - Home

Consumer dispute resolution  

Where to go for consumer help | ACCC

Complaint about your electricity retailer or electricity distributor 

Making a complaint | Australian Energy Regulator (aer.gov.au)

Debt Assistance 

Welcome Page - National Debt Helpline (ndh.org.au)

Consumer and small business complaints about financial firms 

Home | Australian Financial Complaints Authority (AFCA)

Scams   

Report a scam | Scamwatch

Warranties and consumer guarantees 

Warranties | ACCC

Rebates and government schemes 

Rebates and assistance | energy.gov.au

Small claims tribunals 

Small claims tribunals | ACCC

Commercial and small business disputes 

Welcome | ASBFEO

Energy retailers and distributors

Your state and territory energy ombudsman