Complaints process
Complaints provide the opportunity to further improve our service. If there is a concern or a problem, SAA wants to know about it and we will work with the complainant to resolve it in a fair and open way.
SAA is committed to:
- raising awareness about our complaints-handling process as broadly as possible;
- enabling complaints to be made simply, fairly and free of charge;
- resolving complaints in an effective, respectful and professional manner;
- using complaints and trends to drive improvement in our products and services, and, where relevant, seek changes in industry practices;
- reviewing our complaints handling-processes regularly to ensure our systems meet our stakeholders’ needs.
Support for consumers
A consumer that wishes to make a complaint about either an installer or an installation may contact Solar Accreditation Australia (SAA) by phone, email or online form. You will be asked to supply evidence of your complaint.
Your complaint will be logged in the SAA complaints management system and given a unique referral number. Please quote this referral number if making further enquiries.
We will acknowledge receipt of your complaint and it will be assigned to an appropriate SAA staff member to investigate and resolve as promptly as possible. Where possible, investigations will be completed within 10 business days of receipt of the complaint.
The SAA Compliance team can assist complainants, through the Complaints Handling process, with technical non-compliance matters that relate to applicable Australian Standards and the local, state/territory and national legal requirements and SAA Requirements.
SAA will provide a written response to you detailing the investigation, its finding and any corrective actions and timeframes for completion.
Where a complaint falls outside SAA’s responsibility, SAA will assist the complainant to access the correct complaint pathway.
How we can help
SAA will seek to ensure that non-compliances are rectified in an efficient and timely manner by the responsible accredited person.
As a result of this process, the accredited person responsible may be given demerit points against their accreditation.
SAA can attribute Demerit Points for non-compliance relating to:
- Safety non-compliance;
- Customer service non-compliance;
- Business practice non-compliance.
For SAA to accept complaints, the evidence of non-compliance submitted by the complainant must provide at least the following for each non-compliant item:
- A summary of the non-compliance
- Photographic or documentary evidence
- The clause/s that have been breached by the non-compliance. Each clause must reference the origin document – Australian Standards, SAA Requirements, local, state/territory and national regulations
This evidence must be provided in the following formatted template, or similar. Failure to provide a lack of suitable information and evidence will result in a rejection of the complaint.
SAA Compliance cannot assist complainants with disputes relating to the commercial, contractual, and financial arrangements of their PV and battery systems. SAA Compliance cannot assist with complaints on systems that are more than 5 years old since commissioning.
Useful contacts
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Australian Electrical Standards | |
Site or Workplace Safety | |
New Energy Tech Consumer buyers’ guides | NETCC | Consumer Information Products (newenergytech.org.au) |
Tailored Consumer Technical Advice | |
Who installed my solar system? | |
Questions relation to STCs or inspections | |
Consumer dispute resolution | |
Complaint about your electricity retailer or electricity distributor | Making a complaint | Australian Energy Regulator (aer.gov.au) |
Debt Assistance | |
Consumer and small business complaints about financial firms | |
Scams | |
Warranties and consumer guarantees | |
Rebates and government schemes | |
Small claims tribunals | |
Commercial and small business disputes | |
Energy retailers and distributors |
Contact Solar Accreditation Australia
Email Us
Call Us
1300 001 580