Complaints about solar installers (July 2015)

EWOV receives a high number of enquiries from customers wanting to make a complaint about the installation of a solar photovoltaic (PV) system by a solar installer.

Complaints about solar installers fall outside of our jurisdiction and should be directed to Consumer Affairs Victoria. However, we can help with complaints about your solar account, connection, or metering that you could not resolve directly with your energy company or distributor.

Consumer Affairs Victoria and the Clean Energy Council have resources on their websites to help customers when they are considering installing a solar PV system or have a complaint about solar PV systems or solar installers. 

There is also a voluntary code of conduct for solar installers. This is managed by the Clean Energy Council and authorised by the Australian Competition and Consumer Commission. However, not all installers have signed on to this code of conduct and it only applies to Clean Energy Council accredited solar installers. In summary, the code of conduct provides consumers with: 

  • a set of standards and requirements for companies that are accredited as Approved Solar Retailers 
  • a standard minimum warranty period of five years on a new solar PV system 
  • detailed information on the process between system installation and network connection
  • peace of mind that the company will adhere to all existing legislation and regulations, and that its sales representatives will act ethically and not engage in any dishonest or misleading tactics 
  • other quality and performance guarantees.

You can download a copy of the code and search for Clean Energy Council approved retailers and installers on the Clean Energy Council website.

EWOV's Solar Feed-in Tariff basics fact sheet contains useful information about deciding whether to install solar, the connection process, the different types of Feed-in Tariffs and more.

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