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Compliance activity

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The Approved Solar Retailer program has now been replaced by the New Energy Tech Consumer Code (NETCC) program.

Approved Solar Retailer Logo Square

Here you can find information on the compliance activity from the Approved Solar Retailer program until January 2023, including information on complaints, breaches, suspensions and cancellations.

All Approved Seller compliance reports for February onwards are now located on the New Energy Tech Consumer Code (NETCC) program compliance activity page.

Reports

The following reports are a summary of compliance activity for the 12 months before February 2023.

Monthly Compliance Report - Jan 2023

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Monthly Compliance Report - Dec 2022

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Monthly Compliance Report - Nov 2022

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Monthly Compliance Report - Oct 2022

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Monthly Compliance Report - Sep 2022

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Monthly Compliance Report - Aug 2022

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Monthly Compliance Report - Jul 2022

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Monthly Compliance Report - Jun 2022

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Monthly Compliance Report - May 2022

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Monthly Compliance Report - April 2022

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Monthly Compliance Report - Mar 2022

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The following reports are a summary of compliance activity for recent quarters before February 2023.

Quarterly Compliance Report - Jul-Sep 2022

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Quarterly Compliance Report - Apr-Jun 2022

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Quarterly Compliance Report - Jan-Mar 2022

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Quarterly Compliance Report - Nov 2021-Jan 2022

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Quarterly Compliance Report - Aug-Oct 2021

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Quarterly Compliance Report - May-Jul 2021

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Complaints

Monthly complaints received since May 2022

Breakdown of closed case outcomes in last 12 months (May 2022 to April 2023)

Note: if you cannot see all data labels on a mobile device, please view on a desktop device or click 'Get the data'.
No response refers to the complainant not responding to our queries.
Out of Jurisdiction occurs when the incident took place prior to the Retailer becoming a Signatory.

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 removals

Serious, willful, systemic or repetitive non-compliance which is detrimental to consumers may be cause to remove the retailer as a Signatory to the Code with immediate effect.

Current resignations

The following information is a summary of complaints and breaches that were not addressed by an Approved Solar Retailer who resigned from the program during an open investigation.

CompanyReasonCode sectionBreach levelStart date
Yello Energy GroupFailure to provide a compliant contractPoint of ContractSevere26/03/23
Failure to be responsive to, and deal appropriately with, consumerIn-house procedures and complaints handlingSevere
Chris Elec SolarFailed to respond to the Code Administrator regarding multiple complaints with suspected breaches of the CodeInformation to be provided to the Code AdministratorMajor12/08/2022
Ever Power SolarFailed to respond to the Code Administrator regarding a suspected breach of the CodeInformation to be provided to the Code AdministratorMajor14/04/2022

Current suspensions

Signatories that are suspended are not permitted to promote themselves as Approved Solar Retailers, use the Code brand mark or utilise any of the benefits of being approved until remedial action imposed by the Code Administrator has been satisfactorily completed.

There are no current suspensions.

Past suspensions

CompanyReasonCode sectionBreach levelStart dateEnd dateAction taken
First Sun SolarFailure to complete remedial actions within a reasonable timeframeTermination of signatoriesSevere11/05/202328/06/2023Signatory successfully submitted requested remedial actions. Procedural recommendations arising from external audit have been implemented.
Best Solar & BatteriesOperating without a required licenseCompliance with the lawSevere6/10/202211/11/2022Obtained required license to operate
UNIfied Energy ServicesFailure to adhere to ethical sales and quoting practicesPresale activitiesSevere29/9/202212/10/2022Signatory successfully submitted requested remedial actions. Procedural recommendations arising from external audit have been implemented.

Failure to provide a compliant contract

Point of contractSevere

Failure to be responsive to, and deal appropriately with, consumer

In-house procedures and complaints handlingSevere
Failure to provide the requested documentation and information

Information to be provided to the Code Administrator

Major
Eco Solar AustraliaFailure to complete remedial actions within a reasonable timeframeTermination of signatoriesSevere6/7/202213/9/2022Signatory successfully submitted requested remedial actions. Procedural recommendations arising from external audit have been implemented.
Sunlife EnergyFalse and misleading statementsAdvertisements and promotionsSevere4/3/20226/6/2022Signatory underwent an external audit and implemented amendments to its pre-sales and post-sales procedures to prevent similar breaches reoccurring. Signatory successfully submitted requested remedial actions.
Failure to provide a compliant contractPoint of contractSevere
Failure to have system design variations documented and signed off by the consumerPost-sale activitiesMajor
Failure to take remedial actions to warrant the performance of the system

Warranty

Severe
Failure to be responsive to, and deal appropriately with, consumerIn-house procedures and complaints handlingMajor
Failure to provide the requested documentation and informationInformation to be provided to the Code AdministratorMajor
Kobi Energy SolutionsFalse and misleading statementsAdvertisements and promotionsSevere11/1/20222/2/2022Signatory underwent an external audit and implemented amendments to its pre-sales and post-sales procedures and systems to prevent similar breaches reoccurring. Code Administrator is satisfied with remediation actions.
Failure to provide a compliant contractPoint of contractSevere
Failure to have system design variations documented and signed off by the consumerPost-sale activitiesMajor
Failure to provide documentationDocumentationMajor
Clean Power CoFailure to complete remedial actions within a reasonable timeframeTermination of signatoriesSevere9/11/202110/12/2021Signatory successfully submitted requested remedial actions. Procedural recommendations arising from external audit have been implemented.
Freedom Energy AustraliaFailure to have system design variations documented and signed off by the consumer Post-sale activitiesMajor14/10/202110/12/2021Signatory underwent an external audit and implemented amendments to their pre-sales and post-sales procedures and systems to prevent similar breaches reoccurring. The Code Administrator is satisfied with remediation actions.
Failure to facilitate a grid connection requestPost-sale activitiesMajor
Failure to respond to the Code Administrator within a reasonable timeframeGeneral business and obligations of SignatoriesSevere
Smart Energy AnswersFailure to comply with CEC Accreditation GuidelinesCompliance with the lawSevere22/10/202128/10/2021Signatory submitted a written undertaking to the Code Administrator and implemented amendments to their business procedures and systems to prevent similar breaches reoccurring. Code Administrator is satisfied with remediation actions.
Solar ArenaFailure to comply with CEC Accreditation GuidelinesCompliance with the lawSevere21/10/202126/10/2021Audit undertaken and strategy implemented to prevent breach reoccurring. Results provided to Code Administrator who is satisfied all requirements have been met.
Sunbank SolarFalse and misleading statementsAdvertising and promotionsSevere20/7/202110/8/2021Signatory underwent an external audit and made amendments to their sales procedures. Signatory submitted a written undertaking to ensure similar breaches of the Code do not occur.
High-pressure sales tacticsSales and quoting practicesMajor
SolarwyseProviding false and misleading statements/promises to a consumer in relation to their energy billsAdvertising and promotionsSevere17/5/202117/6/2021Signatory has completed all of the required audit and remediation steps. Procedural recommendations arising from an independent audit have been implemented.
Applying pressure to a consumer to agree to make a hasty or uninformed purchase decisionSales and quoting practicesMajor
Failing to provide the system specifications, STC value, GST value and generic system performance estimate at the point of contractPoint of contractSevere
Smart Energy GroupFailure to provide design and site-specific performance estimatePoint of contractSevere1/12/202018/1/2021Signatory has completed audit and remediation steps. Procedural recommendations arising from internal audit have been implemented.
Failure to notify consumer about the CodePoint of contract Medium
Failure to provide documentation (system manual)DocumentationMedium
Failure to honour warranty on workmanshipWarrantySevere
Failure to respond and deal appropriately with consumer complaintComplaints handlingMedium

NRG7

Failure to provide a compliant contractPoint of contract

Severe

4/11/202024/11/2020Signatory has completed all of the required audit and remediation steps. Procedural recommendations arising from internal audit have been implemented.
Failure to have system design variations documented and signed off by the consumerPost-sale activities

Major

Providing non-compliant warranty provision details to customer when contract was signedPost installationSevere
Hello SolarFailure to provide total quantity of applicable STCs to consumerPoint of contractSevere13/8/20203/9/2020Signatory has completed all of the required audit and remediation steps. Procedural recommendations arising from internal audit have been implemented.
Serious, wilful and systemic non-complianceObligations of Signatories and grounds for action to be takenSevere
Genpac EnergyAltering system designs without consumer approvalSystem design variationsMajor25/6/202014/8/2020Audit and strategy results not provided to Code Administrator within reasonable timeframe. Status as Approved Solar Retailer cancelled.
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/InstallerTraining and promotion of the CodeSevere
Pedley's SolarMisleading advertisingAdvertising and promotionsSevere23/4/20207/7/2020Signatory has completed all of the required audit and remediation steps. Recommendations of external auditor have been adopted.
Employing badgering techniques to pressure individual into signing contractSales and quoting practicesMajor
Unauthorised use of the CEC's corporate LogoCompliance with the lawSevere
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
Grand Group Australia Pty LtdFailure to provide a compliant contract.Point of ContractSevere11/05/2023
Failure to have system design variations documented and signed off by the consumer.Pre InstallationMajor
Aus RenewablesSignatories must not act in a way that might bring the Code into disrepute.Obligations of signatories and grounds for action to be takenSevere12/4/2023

Serious and wilful non-compliance with the potential to have a serious impact on a lesser number of consumers.

Obligations of signatories and grounds for action to be takenSevere

Failure to complete remedial actions within a reasonable timeframe.

Termination of signatoriesSevere
Zenith Solar & ElectricalFailure to complete remedial actions within a reasonable timeframeTermination of signatoriesSevere12/4/2023
Solaring
Failure to provide a compliant contractPoint of contractSevere24/11/2022
Failure to provide the consumer comparative cost information in order to make an informed purchase decisionFinance and alternative purchasing arrangementsSevere
Failure to have system design variations documented and signed off by the consumerRefundsMajor
Failure to deal with the consumer appropriatelyIn-house procedures and complaints handlingMajor
Conduct that is detrimental to consumers and bringing the Code into disreputeObligations of Signatories and grounds for action to be takenSevere
Simply Solar & StorageWilful, systemic and repetitive non-compliance which is detrimental to consumersObligations of Signatories and grounds for action to be takenSevere30/5/2022
Conduct that may bring the Code into disrepute
iGreen EnergyRemedial actions not completed within reasonable time frameTermination of signatoriesSevere26/7/2021
Aus Solar Energy GroupSerious, wilful, systemic or repetitive non-compliance which is detrimental to consumersTermination of SignatoriesN/A1/3/2021
Pedley’s SolarSerious, wilful, systemic or repetitive non-compliance which is detrimental to consumersTermination of SignatoriesSevere24/12/2020
Global Renewable Energy SolutionsRemedial actions not completed within reasonable time frameTermination of signatoriesSevere18/9/2020
Genpac EnergyRemedial actions not completed within reasonable time frameTermination of signatoriesSevere14/8/2020
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