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For consumers

Feedback and complaints

Find out who to talk to if you have a complaint about a renewable energy service or product.
<p>Feedback and complaints</p>

Get the advice you need

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 retailers who participate in our programs.

We no longer assist with installer complaints; Solar Accreditation Australia now accredits installers and can assist you with installer complaints.

Please note that we are not a government agency or a dispute resolution body and cannot provide advice on general enquiries. If you have a complaint about a renewable energy service or product you have received, we may be able to help you through the programs we administer.

The Clean Energy Council does not sell solar or batteries and we do not door-knock or call consumers. If a company has contacted you saying they are from the Clean Energy Council, they are scammers. 

How to make a complaint

If you have a complaint about a solar or storage retailer or installer, 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.

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.

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 and can assist you with installer complaints.

The Clean Energy Council's products program is intended to maintain a list of approved PV Modules, inverters and batteries that meet Australian Standards and International Standards for use in the design and installation of solar and battery storage systems.

If products do not meet standards, a complaint can be lodged with us:

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’).

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
https://www.standards.org.au/
Site or Workplace Safety
https://www.safeworkaustralia.gov.au/
New Energy Tech Consumer buyers guides 
https://www.newenergytech.org.au/consumer-guides
Tailored Consumer Technical Advice 
https://www.newenergytech.org.au/find-an-approved-seller
Who installed my solar system? 
https://cer.gov.au/
Questions relation to STCs or inspections 
https://cer.gov.au/
Consumer dispute resolution  
https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/where-to-go-for-consumer-help
Complaint about your electricity retailer or electricity distributor
https://www.aer.gov.au/consumers/have-your-say/make-complaint#Contacting_energy_ombudsman_schemes
Debt Assistance 
https://ndh.org.au/
Consumer and small business complaints about financial firms
https://www.afca.org.au/
Scams   
https://www.scamwatch.gov.au/report-a-scam
Warranties and consumer guarantees 
https://www.accc.gov.au/consumers/buying-products-and-services/warranties
Rebates and government schemes
https://www.energy.gov.au/rebates
Small claims tribunals 
https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/where-to-go-for-consumer-help
Commercial and small business disputes 
https://www.asbfeo.gov.au/


Get advice on buying solar, storage or other new energy tech

Our consumer guides are a great place to start to find out more about going electric. We can't assist with technical advice beyond these, and recommend you reach out to a local approved seller.

FOR THE PUBLIC

Other enquiries

We cannot assist with technical or consumer advice beyond these, and advise you to reach out to a local New Energy Tech-approved seller for more information. 

You may also find the following contact information helpful.

Australian Electrical Standards

Standards Australia website

Site or workplace safefy

Safe Work Australia website

Tailored consumer technical advice

Talk to a NETCC approved seller about your particular question

Who installed my solar system?

View the Australian Clean Energy Reugulator website about your installer and for questions relation to STCs or inspections.

Consumer dispute resolution

Australian Competition and Consumer Commission (ACCC) website

Complaint about your electricity retailer or electricity distributor

Australian Energy Regulator website

Debt assistance

National Debt Helpline website

Consumer and small business complaints about financial firms 

Australian Financial Complaints Authority website

Scams

Scam Watch website

Warranties and consumer guarantees 

Australian Competition and Consumer Commission (ACCC) website

Rebates and government schemes 

Australian Government Energy website

Small claims tribunals 

Australian Competition and Consumer Commission (ACCC) website

Commercial and small business disputes 

Australian Small Business and Family Enterprise Ombudsman website

Energy retailers and distributors

Australian Energy Regulator website

Feedback on the Clean Energy Council

Feedback helps us improve the way we work and provide support to the renewable energy industry. 

Written feedback about the Clean Energy Council can be sent via email using the form on our contact page.

We will confirm receipt of your correspondence and respond within 14 business days; if your feedback is complex, it may take longer to address. We will endeavour to keep you informed of our progress.

Please note: the Clean Energy Council may not respond to correspondence that is vexatious, repetitive or lacks substance. Allegations of misconduct, made without supporting evidence, may be treated as lacking substance. Any abusive or threatening correspondence or conduct may be referred to the appropriate authority.