A Solar Retailer or Company

Concerns involving a solar retailer or company, including contracts, payments, warranties or system performance

SAA accredits individual installers and designers, rather than solar retailers or companies. This means SAA has no authority to investigate or take action on a complaint about a retailer or company.

We understand that homeowners may know the name of the company that sold the system but not the individual who designed or installed it. For SAA to action a complaint, you will need to identify the SAA accredited installer or designer responsible.

If your complaint relates to installation or design work that may not meet technical requirements, please visit My Solar or Battery Installation.

If your complaint relates to the conduct of an SAA accredited installer or designer, please visit An Installer or Designer’s Conduct.

The information below explains retailer issues and where you may be able to seek help.

Types of retailer or company complaints

Contracts and sales

Your contract or sales agreement is generally between you and the solar retailer or company that sold the system.

This may include concerns about:

contract terms or inclusions
information provided before signing
changes to the agreed price or system
cancellation of a contract
products or services that were promised but not provided
disagreement about what the retailer agreed to supply

If you cannot resolve the issue directly with the retailer, refer to your state or territory consumer protection agency for options. Visit the Australian Competition and Consumer Commissions (ACCC’s) consumer help page to find the appropriate service.

If an SAA accredited individual provided the misleading sales information, they may have breached the Code of Conduct for Accredited Persons, please visit An Installer or Designer’s Conduct.

Retailer conduct and sales practices

This may include concerns about the way a retailer or salesperson promoted or sold the system.

Examples may include:

high-pressure sales practices
misleading or unclear sales information
claims about rebates, warranties or eligibility
a salesperson representing themselves as SAA accredited
use of SAA accreditation information in a misleading way.

If the conduct involved an identifiable SAA accredited installer or designer, please visit An Installer or Designer’s Conduct.

If the retailer is a New Energy Tech Approved Seller, refer to the NETCC complaint process. Check that the retailer is an Approved Seller and that your complaint meets NETCC’s requirements before submitting a complaint.

For other misleading sales practices or consumer concerns, visit the ACCC’s consumer help page. If you believe you have been targeted by a scam, you can report it to Scamwatch.

Deposits, payments and refunds

Payment and refund matters generally form part of the agreement between you and the solar retailer or company.

This may include concerns about:

a deposit that has not been returned
an unexpected or disputed charge
a payment taken before work was completed
a request for a refund
finance or payment arrangements
money paid for goods or services that were not provided.

For help with a retailer payment or refund dispute, visit the ACCC’s consumer help page.

If the complaint concerns a finance or credit provider, the Australian Financial Complaints Authority provides independent dispute resolution for eligible financial complaints.

Installation delays or incomplete work

This may include concerns that:

the installation has been delayed
work has not started
the installation has been left incomplete
equipment has not been delivered
the retailer has stopped responding before the work was finished
the system has not been connected or commissioned.

Delays and incomplete work are generally retailer or contractual matters and do not automatically mean that technical requirements have been breached.

If incomplete work has been left unsafe, contact the relevant electrical safety regulator or electricity network provider first. If completed installation work may be technically non-compliant, please visit My Solar or Battery Installation for the inspection report and complaint requirements.

For help with a contract or consumer dispute involving incomplete work, visit the ACCC’s consumer help page.

Warranties and product issues

Warranties may be provided by the retailer, manufacturer or another company associated with the product.

This may include:

a faulty inverter, battery, panel or other product
a warranty claim that has not been resolved
a retailer or manufacturer refusing to repair or replace equipment
disagreement about what a warranty covers
difficulty contacting the retailer or manufacturer
a product no longer being available or supported

You can find information about warranties and your rights under the Australian Consumer Law on the ACCC warranties page.

Please note that a faulty product does not necessarily mean that the system was installed or designed in a technically non-compliant way.

SAA cannot determine warranty claims or require a retailer or manufacturer to repair or replace a product. If you believe the product was installed in a way that does not meet applicable technical requirements, please visit My Solar or Battery Installation for the inspection report and complaint requirements.

System performance and expected savings

The amount of electricity generated or stored can be affected by the system design, equipment, weather, shading, household energy use and other factors.

This may include:

the system producing less electricity than expected
electricity bills or savings not matching sales estimates
a battery not charging or discharging as expected
the system not reducing electricity costs as promised
performance claims made during the sale
feed-in tariff expectations

Lower-than-expected performance or savings do not automatically mean that the installation is technically non-compliant.

If your complaint is about promises or estimates made by the retailer, please contact the retailer or visit ACCC’s consumer help page.

The NETCC consumer guides provide general information about buying and using solar and battery systems.

If you believe the system’s design or installation may not meet an applicable technical requirement, please visit My Solar or Battery Installation for the inspection report and complaint requirements.

Customer service and communication

This may include:

calls or messages not being returned
delays in receiving an update
difficulty contacting the retailer
unclear or inconsistent information
a complaint not being resolved
the retailer no longer trading.

If the retailer has not resolved your complaint, visit the ACCC’s consumer help page to find your state or territory consumer protection agency or another appropriate service.

If the retailer is a New Energy Tech Approved Seller, the NETCC complaint process may also be available.

If an identifiable SAA accredited installer or designer has failed to respond appropriately to a complaint about their work or conduct, please visit An Installer or Designer’s Conduct.

Rebates and STCs

Government rebates, Small-scale Technology Certificates and other incentive programs have their own requirements and responsible organisations.

This may include:

information provided about a rebate
missing out on a rebate because of a delay
an STC form or claim
being asked to sign an STC form before work was completed
whether a rebate or incentive was included in the quoted price
claims made about eligibility for a rebate or incentive

For questions about Small-scale Technology Certificates or the Small-scale Renewable Energy Scheme, visit the Clean Energy Regulator. To find Australian Government or state and territory rebates, visit Rebates and assistance.

If an identifiable SAA accredited installer or designer provided false or misleading information or asked you to sign documents relating to work that had not been completed, please visit An Installer or Designer’s Conduct.

SAA does not determine rebate eligibility, approve rebate payments or resolve a financial dispute involving a retailer.

Finding the SAA accredited installer or designer

The solar retailer or company that sold your system is separate from the individual SAA accredited installer or designer responsible for the design or installation.

We understand that you may only know the name of the retailer or company and not the individual who completed the work. To help identify the individual’s name or accreditation number, check the details 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 use the person’s name or accreditation number to check their accreditation using Is My Installer Accredited search.

Ask the retailer or the company for the name and accreditation number of the SAA accredited installer or designer who completed the work.

You will need to provide the full name and SAA accreditation number of the installer or designer for SAA to assess a complaint about their work or conduct.

Frequently asked questions

Why can’t SAA take action against my solar retailer?

SAA accredits individual installers and designers under the SAA Accreditation Scheme. SAA does not accredit solar retailers or companies and therefore can not investigate those types of complaints.

If the retailer complaint also involves technical non-compliance or the conduct of an identifiable SAA accredited installer or designer, check other complaint options on the Complaint page.

How can I identify the SAA accredited installer or designer?

Check your electrical safety or compliance certificate, STC claim documents, installation or handover documents, and correspondence about the installation.

You can use the person’s name or accreditation number to check their accreditation using Is My Installer Accredited search.

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

Can I submit a complaint to SAA if the retailer is not responding?

Please refer to the ACCC’s consumer help page for information.

If an identifiable SAA accredited installer or designer is not responding to a complaint about their work or conduct, the issue may fall under the Code of Conduct for Accredited Persons. Please visit An Installer or Designer’s Conduct.

What if my retailer complaint also involves technical non-compliance?

You can submit a technical non-compliance complaint if the installation work does not meet technical requirements and standards. You will need to identify the responsible SAA accredited installer and provide a completed SAA Independent Inspection Report Form and supporting evidence.

Please visit My Solar or Battery Installation for the requirements and download link.

Can SAA require the retailer to give me a refund?

You may need to raise the matter directly with the retailer or seek assistance from the relevant consumer protection body in your state or territory.

SAA cannot require a solar retailer or company to provide a refund, compensation, replacement product or another financial remedy.