If you are a consumer with an enquiry or complaint about solar or storage, find out what actions you can take and who you can get in touch with.
If you are looking for information about installing solar or storage, or general information about the clean energy industry in Australia, please take a look through our website for the relevant information. We have a number of guides to help consumers know what to look for when buying solar and storage, and tools to help you find an installer or retailer.
If you are looking for more detailed information or advice on buying solar or storage, you can contact the Renew. Renew runs a phone service for general enquiries which is free for Renew members. Additionally, they offer a paid advice service for members and non Renew members where you can speak to a solar power expert. To find out more visit their website.
The Clean Energy Council can investigate complaints regarding Clean Energy Council Approved Solar Retailers and Clean Energy Council accredited installers. We cannot investigate disputes regarding companies or individuals who are not in the above two categories. However, we have put together a list of organisations to contact if you have other disputes.
If you have a complaint against the accredited installer who came and installed your system, you can submit a complaint through our online complaints form.
Complaints can be submitted related to:
The Clean Energy Council will only investigate complaints where the system has been installed within the past two years.
Approved Solar Retailers have committed to responsible sales and marketing activities, and solar industry best practice.
If you have a complaint against an Approved Solar Retailer as you believe they have breached their obligations, you can submit a complaint through our online complaints form. All complaints against Clean Energy Council Approved Solar Retailers are investigated.
If the solar retailer has become insolvent and you are unable to contact the manufacturer, you can lodge a complaint with the solar retailer's administrators.
You can find out if a company has become insolvent via the Australian Securities and Investments Commission (ASIC) website or by phoning 1300 300 630. Your local Office of Fair Trading may also have information about the appointment of external administrators for insolvent companies.
If the manufacturer has gone into administration, you can lodge a complaint with the company's administrators. As a consumer, you may become an unsecured creditor. If the external administrator fails to deal with your queries or complaints, you can lodge a complaint with ASIC.
If you are concerned about the safety or technical compliance of your solar system, you should contact the electrical authority in your state or territory:
If you have a complaint about your electricity retailer or electricity distributor, you can contact the Energy Ombudsman in your state or territory:
For example, the Energy Ombudsman may be able to help if your complaint is about:
Should you be unable to resolve your dispute to your satisfaction with assistance from either the Clean Energy Council or the Office of Fair Trading, you can take your complaint to the appropriate Small Claims Tribunal or Court in your state or territory.
You should seek independent legal advice about whether this option is available and suits your circumstances.