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Compliance activity

Approved Solar Retailer Logo Square

Here you can find the latest information on the compliance activity in the Approved Solar Retailer program, including information on complaints, breaches, suspensions and cancellations.

Complaints

Yearly complaints received since Code inception

Last updated 30 April 2020

YearTotal complaints
2013 1
2014 2
2015 7
2016 5
2017 12
2018 36
2019 159
2020 125

Data for complaints received in 2020

ClassificationClosedOpen
Breach 3
Complaint withdrawn 18
No breach 37
Out of jurisdiction 3
Rectification 15
On hold (waiting on response) 32
Open (under investigation) 17
Total 7649

Breaches

All Approved Solar Retailers have committed to complying with the program’s Code of Conduct. All potential breaches of this Code are investigated and action may be taken where there is any failure by an Approved Solar Retailer to meet its obligations.

Further information about the complaints procedures can be found here.

The following information is a summary of complaints and breaches related to Approved Solar Retailers, and actions that have been taken.

Current suspensions

CompanyReasonCode sectionBreach levelStart date
Genpac EnergyAltering system designs without consumer approvalSystem design variationsMajor25/6/2020
Issuing the consumer with non-compliant contractual documentationPoint of contractSevere
Issuing system designs that do not comply with CEC Accreditation Install and Design Guidelines and were not approved by a CEC Accredited Designer/Installer

Training and promotion of the Code

Severe
iGreen EnergyProviding false and misleading informationAdvertising and promotionsSevere17/6/2020
Mis-representing government rebate schemes, incorrect reference to STCsAdvertising and promotions Severe/Medium
Making statements with no factual basis to support themAdvertising and promotionsSevere
Applying psychological pressure to consumers to make a quick purchase decisionSales and quoting practices

Major

Pedley's SolarMisleading advertisingAdvertising and promotionsSevere23/4/2020
Employing badgering techniques to pressure individual into signing contractSales and quoting practicesMajor
Unauthorised use of the CEC's corporate LogoCompliance with the lawSevere

Past suspensions

CompanyReasonCode sectionBreach levelStart dateEnd dateAction taken
United Solar EnergySite-specific performance estimate not provided (Two severe breaches were previously recorded against United Solar Energy. The failure to provide a site-specific performance estimate resulted in a third severe breach being issued and United Solar Energy being suspended.)Point of contractSevere10/6/202015/6/2020Audit undertaken and strategy implemented to prevent breach reoccurring. Results provided to Code Administrator who is satisfied all requirements have been met. Suspension lifted.
Sun CurrentUsing non-compliant customer contract documentationPoint of contractMajor13/3/202031/3/2020Signatory has completed all of the required audit and remediation steps. Recommendations of external auditor have been adopted.
Providing non-compliant refund provision details to customer when contract was signedRefundsSevere
Providing non-compliant warranty provision details to customer when contract was signedWarrantySevere
Technaus SolarFailure to complete remedial actions within a reasonable timeframeTermination of signatoriesSevere4/3/20201/4/2020Signatory has completed all of the required audit and remediation steps. Recommendations of external auditor have been adopted.
Solar MinerSite-specific performance estimate not provided before installationPoint of contractSevere2/3/202013/3/2020Signatory has completed all of the required audit and remediation steps, including modifications of the affected customer’s system. New documentation and procedures have been implemented for future use.
Non-compliant refund terms given to consumerRefundsMajor
Non-compliant installation of inverterCompliance with the lawSevere
Start SolarIncorrectly collecting and using personal consumer informationPrivacySevere2/3/20203/4/2020Signatory has completed all of the required audit and remediation steps. External privacy training completed, new procedures put in place.
Using non-compliant contract documentationPoint of contractSevere
Non-compliant refund terms given to consumerRefundsMajor
Misleading consumers during sales consultationsSales and quoting practicesMajor
Finance agreement not provided to the consumerFinance and alternative purchasingMajor
Ausuntech EnergyFailure to provide site-specific performance estimatePoint of contractSevere23/8/20198/11/2019Audit and strategy results not provided to Code Administrator within reasonable timeframe. Status as Approved Solar Retailer cancelled.
Non-compliant warranty conditionsPost installationSevere
Space Solar (Victoria)Non-compliant with Section 36 of the Victorian Electrical Safety Act 1998Compliance with the lawSevere8/10/201916/3/2020Audit and strategy results not provided to Code Administrator. Status as Approved Solar Retailer cancelled.
Non-compliant with Regulation 9 Electricity Safety (Installations) 2010Compliance with the lawSevere
Non-compliant with CEC Accreditation GuidelinesCompliance with the lawSevere
Accredited Installer not employed/contracted for system installationTraining and promotion of the CodeSevere
Not ensuring the safety of persons under their direct or indirect responsibilityTraining and promotion of the CodeSevere
Ausuntech EnergyProviding false testimonials on website relating to the companyPre-sales activitiesSevere21/5/20193/7/2019Audit undertaken and strategy implemented to prevent breach reoccurring. Results provided to Code Administrator who is satisfied all requirements have been met. Suspension lifted.

Cancellations

CompanyReasonCode sectionBreach levelStart date
Space Solar (Victoria)Non-compliant with Section 36 of the Victorian Electrical Safety Act 1998Compliance with the lawSevere16/3/2020
Non-compliant with Regulation 9 Electricity Safety (Installations) 2010Compliance with the lawSevere
Non-compliant with CEC Accreditation GuidelinesCompliance with the lawSevere
Accredited Installer not employed/contracted for system installationTraining and promotion of the CodeSevere
Not ensuring the safety of persons under their direct or indirect responsibilityTraining and promotion of the CodeSevere
Solar SeedSerious, wilful, systemic or repetitive non-compliance which is detrimental to consumersTermination of signatoriesN/A11/3/2020
Ausuntech Energy

Remedial actions not completed within reasonable time frame

Termination of signatoriesSevere8/11/2019