Here you can find the latest information on the compliance activity in the Approved Solar Retailer program, including information on complaints, breaches, suspensions and cancellations.
All Approved Solar Retailers have committed to complying with the program’s Code of Conduct. All potential breaches of this Code are investigated and action may be taken where there is any failure by an Approved Solar Retailer to meet its obligations.
Further information about the complaints procedures can be found here.
The following information is a summary of complaints and breaches related to Approved Solar Retailers, and actions that have been taken.
| Company | Reason | Code section | Breach level | Start date |
|---|---|---|---|---|
| iGreen Energy | Providing false and misleading information | Advertising and promotions | Severe | 17/6/2020 |
| Misrepresenting government rebate schemes and incorrect reference to STCs | Advertisements and promotions | Severe | ||
| Making statements with no factual basis to support them | Advertisements and promotions | Severe | ||
| Applying psychological pressure to consumers to make a quick purchase decision | Sales and quoting practices | Major |
| Company | Reason | Code section | Breach level | Start date | End date | Action taken |
|---|---|---|---|---|---|---|
| Smart Energy Group | Failure to provide design and site-specific performance estimate | Point of contract | Severe | 1/12/2020 | 18/01/2021 | Signatory has completed audit and remediation steps. Procedural recommendations arising from internal audit have been implemented. |
| Failure to notify consumer about the Code | Point of contract | Medium | ||||
| Failure to provide documentation (system manual) | Documentation | Medium | ||||
| Failure to honour warranty on workmanship | Warranty | Severe | ||||
| Failure to respond and deal appropriately with consumer complaint | Complaints handling | Medium | ||||
NRG7 | Failure to provide a compliant contract | Point of contract | Severe | 4/11/2020 | 24/11/2020 | Signatory has completed all of the required audit and remediation steps. Procedural recommendations arising from internal audit have been implemented. |
| Failure to have system design variations documented and signed off by the consumer | Post-sale activities | Major | ||||
| Providing non-compliant warranty provision details to customer when contract was signed | Post installation | Severe | ||||
| Hello Solar | Failure to provide total quantity of applicable STCs to consumer | Point of contract | Severe | 13/8/2020 | 3/9/2020 | Signatory has completed all of the required audit and remediation steps. Procedural recommendations arising from internal audit have been implemented. |
| Serious, wilful and systemic non-compliance | Obligations of Signatories and grounds for action to be taken | Severe | ||||
| Genpac Energy | Altering system designs without consumer approval | System design variations | Major | 25/6/2020 | 14/8/2020 | Audit and strategy results not provided to Code Administrator within reasonable timeframe. Status as Approved Solar Retailer cancelled. |
| Issuing the consumer with non-compliant contractual documentation | Point of contract | Severe | ||||
| Issuing system designs that do not comply with CEC Accreditation Install and Design Guidelines and were not approved by a CEC Accredited Designer/Installer | Training and promotion of the Code | Severe | ||||
| Pedley's Solar | Misleading advertising | Advertising and promotions | Severe | 23/4/2020 | 7/7/2020 | Signatory has completed all of the required audit and remediation steps. Recommendations of external auditor have been adopted. |
| Employing badgering techniques to pressure individual into signing contract | Sales and quoting practices | Major | ||||
| Unauthorised use of the CEC's corporate Logo | Compliance with the law | Severe | ||||
| United Solar Energy | Site-specific performance estimate not provided (Two severe breaches were previously recorded against United Solar Energy. The failure to provide a site-specific performance estimate resulted in a third severe breach being issued and United Solar Energy being suspended.) | Point of contract | Severe | 10/6/2020 | 15/6/2020 | Audit undertaken and strategy implemented to prevent breach reoccurring. Results provided to Code Administrator who is satisfied all requirements have been met. Suspension lifted. |
| Sun Current | Using non-compliant customer contract documentation | Point of contract | Major | 13/3/2020 | 31/3/2020 | Signatory has completed all of the required audit and remediation steps. Recommendations of external auditor have been adopted. |
| Providing non-compliant refund provision details to customer when contract was signed | Refunds | Severe | ||||
| Providing non-compliant warranty provision details to customer when contract was signed | Warranty | Severe | ||||
| Technaus Solar | Failure to complete remedial actions within a reasonable timeframe | Termination of signatories | Severe | 4/3/2020 | 1/4/2020 | Signatory has completed all of the required audit and remediation steps. Recommendations of external auditor have been adopted. |
| Solar Miner | Site-specific performance estimate not provided before installation | Point of contract | Severe | 2/3/2020 | 13/3/2020 | Signatory has completed all of the required audit and remediation steps, including modifications of the affected customer’s system. New documentation and procedures have been implemented for future use. |
| Non-compliant refund terms given to consumer | Refunds | Major | ||||
| Non-compliant installation of inverter | Compliance with the law | Severe | ||||
| Start Solar | Incorrectly collecting and using personal consumer information | Privacy | Severe | 2/3/2020 | 3/4/2020 | Signatory has completed all of the required audit and remediation steps. External privacy training completed, new procedures put in place. |
| Using non-compliant contract documentation | Point of contract | Severe | ||||
| Non-compliant refund terms given to consumer | Refunds | Major | ||||
| Misleading consumers during sales consultations | Sales and quoting practices | Major | ||||
| Finance agreement not provided to the consumer | Finance and alternative purchasing | Major | ||||
| Ausuntech Energy | Failure to provide site-specific performance estimate | Point of contract | Severe | 23/8/2019 | 8/11/2019 | Audit and strategy results not provided to Code Administrator within reasonable timeframe. Status as Approved Solar Retailer cancelled. |
| Non-compliant warranty conditions | Post installation | Severe | ||||
| Space Solar (Victoria) | Non-compliant with Section 36 of the Victorian Electrical Safety Act 1998 | Compliance with the law | Severe | 8/10/2019 | 16/3/2020 | Audit and strategy results not provided to Code Administrator. Status as Approved Solar Retailer cancelled. |
| Non-compliant with Regulation 9 Electricity Safety (Installations) 2010 | Compliance with the law | Severe | ||||
| Non-compliant with CEC Accreditation Guidelines | Compliance with the law | Severe | ||||
| Accredited Installer not employed/contracted for system installation | Training and promotion of the Code | Severe | ||||
| Not ensuring the safety of persons under their direct or indirect responsibility | Training and promotion of the Code | Severe | ||||
| Ausuntech Energy | Providing false testimonials on website relating to the company | Pre-sales activities | Severe | 21/5/2019 | 3/7/2019 | Audit undertaken and strategy implemented to prevent breach reoccurring. Results provided to Code Administrator who is satisfied all requirements have been met. Suspension lifted. |
| Company | Reason | Code section | Breach level | Start date |
|---|---|---|---|---|
| Aus Solar Energy Group | Serious, wilful, systemic or repetitive non-compliance which is detrimental to consumers | Termination of Signatories | N/A | 1/3/2021 |
| Pedley’s Solar | Serious, wilful, systemic or repetitive non-compliance which is detrimental to consumers | Termination of Signatories | Severe | 24/12/2020 |
| Global Renewable Energy Solutions | Remedial actions not completed within reasonable time frame | Termination of signatories | Severe | 18/9/2020 |
| Genpac Energy | Remedial actions not completed within reasonable time frame | Termination of signatories | Severe | 14/8/2020 |
| Space Solar (Victoria) | Non-compliant with Section 36 of the Victorian Electrical Safety Act 1998 | Compliance with the law | Severe | 16/3/2020 |
| Non-compliant with Regulation 9 Electricity Safety (Installations) 2010 | Compliance with the law | Severe | ||
| Non-compliant with CEC Accreditation Guidelines | Compliance with the law | Severe | ||
| Accredited Installer not employed/contracted for system installation | Training and promotion of the Code | Severe | ||
| Not ensuring the safety of persons under their direct or indirect responsibility | Training and promotion of the Code | Severe | ||
| Solar Seed | Serious, wilful, systemic or repetitive non-compliance which is detrimental to consumers | Termination of signatories | N/A | 11/3/2020 |
| Ausuntech Energy | Remedial actions not completed within reasonable time frame | Termination of signatories | Severe | 8/11/2019 |
