My Solar or Battery Installation

Concerns about the safety, technical compliance, operation or completion of a solar or battery installation

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If you have a concern about your solar or battery installation, this page explains what to do next.

SAA may be able to assess a complaint where a completed SAA Independent Inspection Report Form and supporting evidence show that work by an SAA accredited installer does not meet technical requirements or standards.

SAA assesses complaints about installation work within one year of the system’s installation or commissioning.

SAA accredits individual installers and designers, rather than solar retailers or companies. SAA can take action in relation to an SAA accredited installer or designer. However, SAA does not have authority to act against the retailer or company that sold the system, unless they are also the accredited installer or designer.

A system not working, performing below expectations or remaining incomplete does not automatically mean that the installation does not meet installation standards. These issues may instead relate to the solar retailer or company, a product or warranty, an electricity network connection or another organisation.

If your concern is about the retailer or company, including a contract, payment, warranty, delay or sales issue, please visit our complaints information for A Solar Retailer or Company.

Select the option that best describes your concern to find out how SAA may be able to assist you.

Technical non-compliance complaints

If your solar or battery system presents an immediate risk to people or property, do not touch damaged electrical equipment or attempt to inspect or repair the system yourself. If there is an immediate threat to life or property, call 000. 

You should also contact your state or territory electrical safety regulator or electricity network provider. You can find links to the relevant organisations on SAA’s Industry Associations page. 

This may include:

  • exposed or damaged electrical wiring
  • electrical arcing, sparks or burning smells
  • smoke, fire or excessive heat
  • electric shock or tingling from equipment
  • a battery that is damaged, leaking or unusually hot
  • equipment that appears loose or at risk of falling.

If you think the system doesn’t meet installation standards or technical requirements, you can submit a complaint to us with a copy of the Independent Inspection Report Form and supporting evidence. We may need to wait for the outcome of an investigation by the electrical safety regulator or another relevant authority before progressing your complaint.

Technical non-compliance means that the installation or design work does not meet an applicable technical requirement.

This may include requirements contained in:

  • Australian Standards
  • SAA Technical Requirements
  • manufacturer installation instructions
  • state, territory or national electrical requirements
  • other requirements that applied when the work was completed.

Technical non-compliance may include concerns about:

  • unsafe or non-compliant wiring
  • incorrectly installed or mounted equipment
  • missing or incorrect electrical protection
  • inadequate equipment clearances
  • missing or incorrect safety labels
  • equipment installed contrary to the manufacturer’s instructions.

To enable us to assess your complaint, you need to include a completed SAA Independent Inspection Report Form and supporting evidence in your submission. The report must be based on a physical inspection by an independent SAA accredited person who holds current accreditation relevant to the type of solar or battery system being inspected. You will also need to identify the SAA accredited installer responsible for the work.

SAA cannot:

  • inspect your system or identify technical non-compliance on your behalf.
  • accept a report prepared by the homeowner or generated using artificial intelligence
  • accept photographs without an Independent Inspection Report
  • accept information found through an online search.

Complaint process

Find out what to include in your complaint submission, how SAA assesses it and the possible outcomes.

To enable us to assess your complaint, please provide:

  • the installation address and date
  • the property owner’s details and written authority if another person is submitting the complaint on their behalf
  • the full name and SAA accreditation number of the installer responsible for the work
  • a completed SAA Independent Inspection Report Form, including the signed declaration and supporting evidence for each defect
  • information about any repairs or changes made since the original installation, or other electrical work that may affect the system
  • details of any other authority investigating the system or reported issues.

See Independent inspection report below for the report requirements and download link.

Where to find the installer’s name and accreditation number

The name and accreditation number of the responsible SAA accredited installer may be listed on your electrical safety or compliance certificate, STC claim documents, installation or handover documents, or copies of emails or other correspondence about the installation.

If you only know the retailer or company, ask them for the name and accreditation number of the SAA accredited installer responsible for the work. You can also use Is My Installer Accredited? search to check the individual’s accreditation.

A separate complaint must be submitted for each SAA accredited installer. If different installers completed the solar PV and battery work, please submit one complaint per installer.

If another installer or contractor has worked on the system since it was first installed, SAA may need more information before it can assess your complaint. Please provide details that show who carried out the work related to each reported issue.

To assess your complaint, SAA requires a completed SAA Independent Inspection Report Form and supporting evidence.

The report must be completed by an SAA accredited person who holds current accreditation relevant to the type of solar or battery system being inspected and physically inspects the installation. The report shows areas of non-compliance that SAA will use to action the complaint.  

To find an independent inspector, search online for an SAA accredited person in your local area who offers solar or battery inspection services.

Before engaging an inspector, use SAA’s Is My Installer Accredited? search to check their accreditation is current and matches the type of system being inspected. You should also confirm that they:

  • are independent from the original installation
  • will physically inspect the system
  • will complete the SAA Independent Inspection Report Form
  • will provide supporting evidence to support their findings.

Ask about the cost of the inspection before proceeding.

Ask the inspector to complete the SAA Independent Inspection Report Form. (Download the form)

They must:

  • record each defect separately
  • reference the relevant Clean Energy Regulator (CER) Inspection Checklist item and applicable standard or requirement, including the specific clause
  • provide supporting evidence for each finding, such as photographs, measurements or test results
  • complete their details and sign the declaration.

Upload the completed report and supporting evidence when you submit your complaint.

A report prepared in another format may be provided as additional supporting evidence, but it does not replace the completed SAA form.

 SAA will review your complaint and provide an outcome within 10 business days, or within 20 business days if further investigation is needed. Our review will check that:

  • the responsible SAA accredited installer has been identified
  • a completed SAA Independent Inspection Report Form, including the signed declaration, has been provided
  • the person conducting the inspection holds current SAA accreditation relevant to the system inspected and held that accreditation when conducting the inspection
  • each reported non-compliance is clearly explained
  • the applicable technical requirements and clauses have been identified
  • supporting evidence has been provided for each reported non-compliance.

SAA may share relevant details of the complaint with the installer and provide them with an opportunity to respond if the installation is found to be non-compliant.

SAA may request further information where it is needed to assess or progress your complaint. If the requested information is not provided within 3 months of the request, SAA may close the complaint unless an extension has been agreed due to exceptional circumstances.

 

 

SAA can ask the responsible accredited installer to fix all the issues and provide us with the evidence within a 4-week period.

The installer must fix the issues at no cost to the homeowner.

Please note that SAA can only require the accredited installer who completed the original work to complete the rectification.

If the homeowner does not want the original accredited installer to return, they can choose another appropriately qualified person to carry out the work at their own cost.

SAA can also consider further compliance action if appropriate.

SAA takes action in relation to an accredited individual and non-compliant installations.

SAA cannot:

  • require another installer or company to complete the rectification instead or for the original installer, retailer or company to pay for another person to complete the work.
  • require the solar retailer or company to provide a refund
  • award compensation
  • require payment for property damage
  • require another installer or company to complete the work
  • determine a warranty claim
  • require the system to be removed or replaced in full.

If you disagree with the complaint outcome, you can request an internal review in writing within 21 calendar days of receiving the outcome notification, subject to the applicable review requirements. The review considers how your complaint was assessed, investigated or determined.

Refer to SAA’s Complaints Management Policy (published on the Scheme Administration web page) for more information before submitting a request.

Submit a technical non-compliance complaint

If you can identify the responsible SAA accredited installer and have a completed SAA Independent Inspection Report Form and supporting evidence, you can submit your technical non-compliance complaint below.

Submit a complaint

Other installation concerns

We understand that problems with a solar or battery installation can be frustrating and difficult to resolve. The issues below are not, by themselves, technical non-compliance complaints that SAA can assess, but the information provided may help you find the appropriate next step.

This may include:

  • the solar system is not generating electricity
  • electricity generation is lower than expected
  • the battery is not charging or discharging as expected
  • the inverter displays an error or warning
  • electricity bills or savings do not match expectations
  • the system regularly shuts down or disconnects.

A system fault or lower-than-expected performance does not, by itself, establish that the installation is technically non-compliant.

Contact the solar retailer, equipment manufacturer or warranty provider to have the system checked.

If the issue relates to promises made when the system was sold, please review information about A Solar Retailer or Company.

If a completed SAA Independent Inspection Report Form identifies technical non-compliance, you can submit a complaint to SAA using the process above.

Not every battery system provides electricity during a blackout. Blackout or backup capability depends on the system design, equipment installed and the work included in your agreement with the retailer.

Check your contract, quote, system design and handover information to confirm whether blackout protection was included.

 If blackout protection was promised but was not supplied, or the feature is not working, contact the solar retailer, equipment manufacturer or warranty provider. You can also visit A Solar Retailer or Company.

If a completed SAA Independent Inspection Report Form identifies that the battery or backup system does not meet an applicable technical requirement, you can submit a technical non-compliance complaint to SAA.

Delays, work not starting or an installation being left incomplete are generally contractual or retailer matters.

This may include:

  • equipment has not been delivered
  • installation work has not started
  • part of the installation remains unfinished
  • the retailer or company has stopped responding
  • the system has not been tested or made ready for use
  • work included in the contract has not been completed.

Contact the solar retailer or company responsible for supplying the system. If the issue remains unresolved, please visit A Solar Retailer or Company for information about consumer complaint options.

If incomplete work has been left unsafe, contact the relevant electrical safety regulator or electricity network provider first.

If a completed SAA Independent Inspection Report Form identifies technical non-compliance in work that has been completed, you can submit a technical non-compliance complaint to SAA.

Connecting a solar or battery system to the electricity network may involve the solar retailer, electricity retailer, electricity network provider and metering provider.

A delayed or incomplete network connection does not, by itself, establish that the installation is technically non-compliant.

Contact the solar retailer or company first to confirm that:

  • the required connection application was submitted
  • the electricity network approved the connection
  • meter work is still required
  •  further information or action is needed.

You may also need to contact your electricity retailer or electricity network provider directly.

If your concern is about the retailer failing to complete or manage the connection process, please visit A Solar Retailer or Company.

The documents provided after an installation may vary depending on the system, location and work completed.

Missing documents may include:

  • an electrical safety or compliance certificate
  • installation or handover information
  • system design documents
  • equipment manuals
  • warranty information
  • testing or commissioning records
  • STC claim or assignment documents
  • electricity network connection documents.

Contact the solar retailer or company and ask for the missing documents.

If an electrical safety or compliance certificate has not been provided, contact the relevant state or territory electrical safety or licensing authority to confirm the requirements that apply.

If the missing information relates to an STC claim, contact the Clean Energy Regulator.

The electrical safety or compliance certificate and STC documents may also help you identify the SAA accredited installer responsible for the work.

Electrical inspection and certification requirements differ between states and territories and are managed by the relevant electrical safety or licensing authority.

Issues relating to statutory electrical inspection are administered by state and territory electrical regulators.

Contact your state or territory electrical safety or licensing authority to confirm:

  • whether an inspection was required
  • whether an inspection was recorded
  • who was responsible for arranging it
  • what you should do if it did not occur.

If an inspection identifies possible technical non-compliance, you may be able to submit a complaint to us including a completed SAA Independent Inspection Report Form and supporting evidence.

SAA accreditation and electrical licensing are separate. SAA accredits individual solar and battery installers and designers, while state and territory authorities issue and manage electrical licences.

To check an electrical licence or report unlicensed electrical work, contact the electrical safety or licensing authority in your state or territory.

You can check whether the individual held SAA accreditation using  Is My Installer Accredited? search. The person’s accreditation status when the work was completed may be relevant.

If an identifiable SAA accredited installer or designer provided false or misleading information about their accreditation or qualifications, please visit An Installer or Designer’s Conduct.

Property damage such as damaged roof tiles, water ingress, damage caused while equipment was installed or damage resulting from an electrical incident need to be referred to:  

  • the solar retailer or company
  • your home insurer
  • the installer’s public liability insurer
  • a consumer protection service
  • another suitably qualified contractor.

If a completed SAA Independent Inspection Report Form identifies technical non-compliance, SAA can require the responsible accredited installer to fix the non-compliant installation that caused the damage to the property, at no cost to the homeowner. Repair or payment for damage caused needs to be taken up with home insurer.

Keep copies of inspection reports, photographs, invoices and correspondence that may be relevant to an insurance or consumer claim.

If you want your system inspected or assessed, you can engage an independent person with the appropriate qualifications for the type of system and work involved.

If you intend to submit a technical non-compliance complaint to SAA, the inspection must be conducted by an independent SAA accredited person who holds current accreditation relevant to the type of system being inspected. They must complete the SAA Independent Inspection Report Form and provide supporting evidence for each finding.

See Independent inspection report under Complaint process above for the requirements and download link.

If the completed report identifies technical non-compliance and you can identify the SAA accredited installer responsible for the work, you can submit a complaint using the process above.

Frequently asked questions

Technical non-compliance means the solar or battery installation or design does not meet required safety, quality or technical standards.

The requirement may come from an Australian Standard, SAA Technical Requirement, manufacturer instruction or electrical or regulatory requirement.

A system fault, low electricity generation, unexpected electricity bills, incomplete work or dissatisfaction with the retailer does not by itself establish technical non-compliance.

SAA applies a one-year eligibility limit to technical non-compliance complaints and generally does not assess complaints relating to systems installed or commissioned more than one year ago.

For older installations, weather exposure, normal wear and tear, changes to the installation environment and equipment deterioration may make it difficult to determine whether an issue relates to the original installation work.

SAA assesses technical non-compliance using the information and evidence provided. SAA does not attend the property, inspect the system or identify possible breaches on the homeowner’s behalf.

A physical inspection allows the inspector to examine the system, carry out any necessary checks and identify issues that may not be visible in photographs. For your safety, you should not handle electrical equipment or attempt to inspect parts of the system unless you are qualified to do so.

The report provides an independent assessment of the installation and identifies the technical requirements that may not have been met.

A completed SAA Independent Inspection Report Form is required before SAA can assess a technical non-compliance complaint. It must be based on a physical inspection and completed by someone who holds current SAA accreditation relevant to the type of system inspected. A report prepared in another format may be provided as additional supporting evidence, but it does not replace the completed SAA form.

The SAA Independent Inspection Report Form must be completed by an independent SAA accredited person who holds current accreditation relevant to the type of solar or battery system being inspected and who physically inspects the installation.

For example, a battery installation must be inspected by someone who holds current Grid-Connected Battery Systems Design and Installation accreditation.

Before engaging someone, check their accreditation using SAA’s Is My Installer Accredited? search. Confirm that their accreditation is current and covers the system you need inspected.

The person conducting the inspection must complete the SAA form, provide supporting evidence for each finding, and complete their details and sign the declaration.

No. A report prepared by the homeowner or generated using artificial intelligence will not be accepted as an alternative to the required SAA Independent Inspection Report Form.

It can be difficult to determine whether installation work is technically non-compliant from photographs alone. A physical inspection is needed to examine components, confirm how equipment has been installed and complete any necessary checks.

The report must be based on a physical inspection and completed using the SAA form by an independent SAA accredited person who holds current accreditation relevant to the type of system inspected.

You may use artificial intelligence or other tools to organise your own notes or questions, but this information will not replace the required inspection report. For your safety, do not touch electrical equipment or attempt to inspect parts of the system yourself.

SAA cannot recommend or arrange an inspector on behalf of homeowners. You may wish to search online for SAA accredited solar or battery inspectors in your local area.

Before engaging someone, use SAA’s Is My Installer Accredited? search to confirm that their accreditation is current and covers the type of system being inspected.

You should also confirm that the inspector is independent from the original installation, will physically inspect the system, and will complete the SAA Independent Inspection Report Form and provide supporting evidence for each finding. Ask about the scope and cost of the inspection before proceeding.

You will need to identify the SAA accredited installer responsible for the original work. Their name or accreditation number may be listed on:

  • your electrical safety or compliance certificate
  • STC claim documents
  • installation or handover documents
  • copies of emails or other correspondence about the installation.
  •  

You can check the person’s accreditation using SAA’s Is My Installer Accredited? search.

If you only know the solar retailer or company, ask them to provide the name and accreditation number of the SAA accredited installer responsible for the original work.

If another installer or contractor has worked on or changed the system, SAA use the information provided in the complaint submission to determine who is responsible for the reported technical non-compliances.

As part of the complaint submission we ask that you provide details of the work completed, when it was completed and who completed it, if known. The information we assess includes if anyone other than the original installer has repaired, replaced, altered, removed or reinstalled equipment after the original installation. This does not include the independent inspection completed for the complaint.

If another installer or contractor has worked on or changed the system, SAA may be unable to determine who is responsible for the reported technical non-compliances. The form will ask you to provide details of the work completed, when it was completed and who completed it, if known.

SAA will require information that clearly identifies who completed the work relating to each reported issue before the complaint can be progressed.

SAA will first review the complaint submission, SAA Independent Inspection Report Form and supporting evidence.

If the complaint can be assessed and may involve technical non-compliance, SAA will share relevant information with the SAA accredited installer so they can contact you directly to fix the issue.

Providing the installer’s name and SAA accreditation number helps SAA identify the accredited person responsible for your system and request them to fix the issue.

SAA’s rectification process requires the SAA accredited installer responsible for the original work to be given the opportunity to rectify the confirmed technical non-compliances.

If you do not want the original SAA accredited installer to return to the property, you can arrange another appropriately qualified contractor to complete the work at your own cost. This option sits outside the SAA’s complaint process. 

For contractual, financial, warranty or retailer issues, please visit A Solar Retailer or Company.

SAA can request the responsible accredited installer to rectify confirmed non-compliant work. We can also consider actions in relation to that individual’s accreditation.