The Approved Solar Retailer program has now been replaced by the New Energy Tech Consumer Code (NETCC) program.
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.
The following reports are a summary of compliance activity for the 12 months before February 2023.
The following reports are a summary of compliance activity for recent quarters before February 2023.
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.
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.
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.
| Company | Reason | Code section | Breach level | Start date |
|---|---|---|---|---|
| Yello Energy Group | Failure to provide a compliant contract | Point of Contract | Severe | 26/03/23 |
| Failure to be responsive to, and deal appropriately with, consumer | In-house procedures and complaints handling | Severe | ||
| Chris Elec Solar | Failed to respond to the Code Administrator regarding multiple complaints with suspected breaches of the Code | Information to be provided to the Code Administrator | Major | 12/08/2022 |
| Ever Power Solar | Failed to respond to the Code Administrator regarding a suspected breach of the Code | Information to be provided to the Code Administrator | Major | 14/04/2022 |
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.
| Company | Reason | Code section | Breach level | Start date |
|---|---|---|---|---|
| First Sun Solar | Failure to complete remedial actions within a reasonable timeframe | Termination of signatories | Severe | 11/05/2023 |
| Company | Reason | Code section | Breach level | Start date | End date | Action taken |
|---|---|---|---|---|---|---|
| Best Solar & Batteries | Operating without a required license | Compliance with the law | Severe | 6/10/2022 | 11/11/2022 | Obtained required license to operate |
| UNIfied Energy Services | Failure to adhere to ethical sales and quoting practices | Presale activities | Severe | 29/9/2022 | 12/10/2022 | Signatory successfully submitted requested remedial actions. Procedural recommendations arising from external audit have been implemented. |
Failure to provide a compliant contract | Point of contract | Severe | ||||
Failure to be responsive to, and deal appropriately with, consumer | In-house procedures and complaints handling | Severe | ||||
| Failure to provide the requested documentation and information | Information to be provided to the Code Administrator | Major | ||||
| Eco Solar Australia | Failure to complete remedial actions within a reasonable timeframe | Termination of signatories | Severe | 6/7/2022 | 13/9/2022 | Signatory successfully submitted requested remedial actions. Procedural recommendations arising from external audit have been implemented. |
| Sunlife Energy | False and misleading statements | Advertisements and promotions | Severe | 4/3/2022 | 6/6/2022 | Signatory 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 contract | Point of contract | Severe | ||||
| Failure to have system design variations documented and signed off by the consumer | Post-sale activities | Major | ||||
| Failure to take remedial actions to warrant the performance of the system | Warranty | Severe | ||||
| Failure to be responsive to, and deal appropriately with, consumer | In-house procedures and complaints handling | Major | ||||
| Failure to provide the requested documentation and information | Information to be provided to the Code Administrator | Major | ||||
| Kobi Energy Solutions | False and misleading statements | Advertisements and promotions | Severe | 11/1/2022 | 2/2/2022 | Signatory 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 contract | Point of contract | Severe | ||||
| Failure to have system design variations documented and signed off by the consumer | Post-sale activities | Major | ||||
| Failure to provide documentation | Documentation | Major | ||||
| Clean Power Co | Failure to complete remedial actions within a reasonable timeframe | Termination of signatories | Severe | 9/11/2021 | 10/12/2021 | Signatory successfully submitted requested remedial actions. Procedural recommendations arising from external audit have been implemented. |
| Freedom Energy Australia | Failure to have system design variations documented and signed off by the consumer | Post-sale activities | Major | 14/10/2021 | 10/12/2021 | Signatory 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 request | Post-sale activities | Major | ||||
| Failure to respond to the Code Administrator within a reasonable timeframe | General business and obligations of Signatories | Severe | ||||
| Smart Energy Answers | Failure to comply with CEC Accreditation Guidelines | Compliance with the law | Severe | 22/10/2021 | 28/10/2021 | Signatory 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 Arena | Failure to comply with CEC Accreditation Guidelines | Compliance with the law | Severe | 21/10/2021 | 26/10/2021 | Audit undertaken and strategy implemented to prevent breach reoccurring. Results provided to Code Administrator who is satisfied all requirements have been met. |
| Sunbank Solar | False and misleading statements | Advertising and promotions | Severe | 20/7/2021 | 10/8/2021 | Signatory 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 tactics | Sales and quoting practices | Major | ||||
| Solarwyse | Providing false and misleading statements/promises to a consumer in relation to their energy bills | Advertising and promotions | Severe | 17/5/2021 | 17/6/2021 | Signatory 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 decision | Sales and quoting practices | Major | ||||
| Failing to provide the system specifications, STC value, GST value and generic system performance estimate at the point of contract | Point of contract | Severe | ||||
| Smart Energy Group | Failure to provide design and site-specific performance estimate | Point of contract | Severe | 1/12/2020 | 18/1/2021 | Signatory has completed audit and remediation steps. Procedural recommendations arising from internal audit have been implemented. |
| Failure to notify consumer about the Code | Point of contract | Medium | ||||
| Failure to provide documentation (system manual) | Documentation | Medium | ||||
| Failure to honour warranty on workmanship | Warranty | Severe | ||||
| Failure to respond and deal appropriately with consumer complaint | Complaints handling | Medium | ||||
NRG7 | Failure to provide a compliant contract | Point of contract | Severe | 4/11/2020 | 24/11/2020 | Signatory 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 consumer | Post-sale activities | Major | ||||
| Providing non-compliant warranty provision details to customer when contract was signed | Post installation | Severe | ||||
| Hello Solar | Failure to provide total quantity of applicable STCs to consumer | Point of contract | Severe | 13/8/2020 | 3/9/2020 | Signatory has completed all of the required audit and remediation steps. Procedural recommendations arising from internal audit have been implemented. |
| Serious, wilful and systemic non-compliance | Obligations of Signatories and grounds for action to be taken | Severe | ||||
| Genpac Energy | Altering system designs without consumer approval | System design variations | Major | 25/6/2020 | 14/8/2020 | Audit and strategy results not provided to Code Administrator within reasonable timeframe. Status as Approved Solar Retailer cancelled. |
| Issuing the consumer with non-compliant contractual documentation | Point of contract | Severe | ||||
| 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 | ||||
| Pedley's Solar | Misleading advertising | Advertising and promotions | Severe | 23/4/2020 | 7/7/2020 | Signatory 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 contract | Sales and quoting practices | Major | ||||
| Unauthorised use of the CEC's corporate Logo | Compliance with the law | Severe | ||||
| United Solar Energy | Site-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 contract | Severe | 10/6/2020 | 15/6/2020 | Audit undertaken and strategy implemented to prevent breach reoccurring. Results provided to Code Administrator who is satisfied all requirements have been met. Suspension lifted. |
| Sun Current | Using non-compliant customer contract documentation | Point of contract | Major | 13/3/2020 | 31/3/2020 | Signatory 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 signed | Refunds | Severe | ||||
| Providing non-compliant warranty provision details to customer when contract was signed | Warranty | Severe | ||||
| Technaus Solar | Failure to complete remedial actions within a reasonable timeframe | Termination of signatories | Severe | 4/3/2020 | 1/4/2020 | Signatory has completed all of the required audit and remediation steps. Recommendations of external auditor have been adopted. |
| Solar Miner | Site-specific performance estimate not provided before installation | Point of contract | Severe | 2/3/2020 | 13/3/2020 | Signatory 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 consumer | Refunds | Major | ||||
| Non-compliant installation of inverter | Compliance with the law | Severe | ||||
| Start Solar | Incorrectly collecting and using personal consumer information | Privacy | Severe | 2/3/2020 | 3/4/2020 | Signatory has completed all of the required audit and remediation steps. External privacy training completed, new procedures put in place. |
| Using non-compliant contract documentation | Point of contract | Severe | ||||
| Non-compliant refund terms given to consumer | Refunds | Major | ||||
| Misleading consumers during sales consultations | Sales and quoting practices | Major | ||||
| Finance agreement not provided to the consumer | Finance and alternative purchasing | Major | ||||
| Ausuntech Energy | Failure to provide site-specific performance estimate | Point of contract | Severe | 23/8/2019 | 8/11/2019 | Audit and strategy results not provided to Code Administrator within reasonable timeframe. Status as Approved Solar Retailer cancelled. |
| Non-compliant warranty conditions | Post installation | Severe | ||||
| Space Solar (Victoria) | Non-compliant with Section 36 of the Victorian Electrical Safety Act 1998 | Compliance with the law | Severe | 8/10/2019 | 16/3/2020 | Audit and strategy results not provided to Code Administrator. Status as Approved Solar Retailer cancelled. |
| Non-compliant with Regulation 9 Electricity Safety (Installations) 2010 | Compliance with the law | Severe | ||||
| Non-compliant with CEC Accreditation Guidelines | Compliance with the law | Severe | ||||
| Accredited Installer not employed/contracted for system installation | Training and promotion of the Code | Severe | ||||
| Not ensuring the safety of persons under their direct or indirect responsibility | Training and promotion of the Code | Severe | ||||
| Ausuntech Energy | Providing false testimonials on website relating to the company | Pre-sales activities | Severe | 21/5/2019 | 3/7/2019 | Audit undertaken and strategy implemented to prevent breach reoccurring. Results provided to Code Administrator who is satisfied all requirements have been met. Suspension lifted. |
| Company | Reason | Code section | Breach level | Start date |
|---|---|---|---|---|
| Grand Group Australia Pty Ltd | Failure to provide a compliant contract. | Point of Contract | Severe | 11/05/2023 |
| Failure to have system design variations documented and signed off by the consumer. | Pre Installation | Major | ||
| Aus Renewables | Signatories must not act in a way that might bring the Code into disrepute. | Obligations of signatories and grounds for action to be taken | Severe | 12/4/2023 |
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 taken | Severe | ||
Failure to complete remedial actions within a reasonable timeframe. | Termination of signatories | Severe | ||
| Zenith Solar & Electrical | Failure to complete remedial actions within a reasonable timeframe | Termination of signatories | Severe | 12/4/2023 |
| Solaring | ||||
| Failure to provide a compliant contract | Point of contract | Severe | 24/11/2022 | |
| Failure to provide the consumer comparative cost information in order to make an informed purchase decision | Finance and alternative purchasing arrangements | Severe | ||
| Failure to have system design variations documented and signed off by the consumer | Refunds | Major | ||
| Failure to deal with the consumer appropriately | In-house procedures and complaints handling | Major | ||
| Conduct that is detrimental to consumers and bringing the Code into disrepute | Obligations of Signatories and grounds for action to be taken | Severe | ||
| Simply Solar & Storage | Wilful, systemic and repetitive non-compliance which is detrimental to consumers | Obligations of Signatories and grounds for action to be taken | Severe | 30/5/2022 |
| Conduct that may bring the Code into disrepute | ||||
| iGreen Energy | Remedial actions not completed within reasonable time frame | Termination of signatories | Severe | 26/7/2021 |
| Aus Solar Energy Group | Serious, wilful, systemic or repetitive non-compliance which is detrimental to consumers | Termination of Signatories | N/A | 1/3/2021 |
| Pedley’s Solar | Serious, wilful, systemic or repetitive non-compliance which is detrimental to consumers | Termination of Signatories | Severe | 24/12/2020 |
| Global Renewable Energy Solutions | Remedial actions not completed within reasonable time frame | Termination of signatories | Severe | 18/9/2020 |
| Genpac Energy | Remedial actions not completed within reasonable time frame | Termination of signatories | Severe | 14/8/2020 |
| Space Solar (Victoria) | Non-compliant with Section 36 of the Victorian Electrical Safety Act 1998 | Compliance with the law | Severe | 16/3/2020 |
| Non-compliant with Regulation 9 Electricity Safety (Installations) 2010 | Compliance with the law | Severe | ||
| Non-compliant with CEC Accreditation Guidelines | Compliance with the law | Severe | ||
| Accredited Installer not employed/contracted for system installation | Training and promotion of the Code | Severe | ||
| Not ensuring the safety of persons under their direct or indirect responsibility | Training and promotion of the Code | Severe | ||
| Solar Seed | Serious, wilful, systemic or repetitive non-compliance which is detrimental to consumers | Termination of signatories | N/A | 11/3/2020 |
| Ausuntech Energy | Remedial actions not completed within reasonable time frame | Termination of signatories | Severe | 8/11/2019 |
