Important information about complaints and complaint handling
The Clean Energy Council (CEC) is responsible for the administration of a number of regulatory programs that aim to increase consumer confidence in renewable energy systems, services and products. The CEC is not a dispute resolution body. Our jurisdiction is limited to receiving complaints that may result in disciplinary action against accredited persons and companies.
The CEC responds to complaints against:
Approved Solar Retailers, where a breach, or suspected breach of the Solar Retailer Code of Conduct has occurred, and sufficient evidence has been supplied to support a complaint.
Please note: if your complaint relates to an incident that occurred after 1 February 2023, your complaint must be submitted using the New Energy Tech Consumer Code (NETCC) complaints form. The Approved Solar Retailer program has now been replaced by the NETCC program and all complaints that occurred after 1 February fall under the jurisdiction of the NETCC. Date of incident refers to events such as the date the contract was accepted or the date of the non-compliant sales and marketing activity.
CEC Accredited Installers/Designers, where non-compliance in relation to relevant Australian Standards or CEC Guidelines has been identified in the installation of a solar, wind or energy storage system (within 5 years from installation) and can be supported by clear evidence.
The CEC works with the industry to improve standards and maintain industry integrity. Responding to complaints of non-compliance is part of the value of these programs. Accordingly, our complaint handling and investigations prioritise matters where:
The Clean Energy Council does not have jurisdiction to assess or resolve financial disputes. It may be necessary for consumers to contact a relevant consumer protection organisations if a financial outcome is required.
Evidential Requirements and supporting documentation
The following are the minimum requirements for the CEC to accept and investigate a complaint against an Approved Solar Retailer:
The following are the minimum requirements for the CEC to accept and investigate a complaint against a CEC Accredited Installer/Designer:
Where required supporting documents or evidence is not provided, or cannot be provided, we will not be able to progress your complaint. A template which can be used for Independent Inspection Reports is available here.
When responding to complaints, the CEC will inform the subject of the complaint of the allegations against them and give them the right to respond or rectify. The CEC approaches all complaints independently and we have strict procedures to support this. The CEC will only take disciplinary action based on evidence of non-compliance.
If there is any reason why you do not want us to contact the subject of the complaint, or, you do not want to be identified as a complainant, we may not be able to progress your complaint.