All signatories to the Solar Retailer Code of Conduct have committed to complying with the requirements of the Code. The Code Administrator must investigate all potential breaches of the Code in accordance with the Code compliance procedure (Section 3.5.2 of the Code). The Code Administrator and/or Code Review Panel may take action where there is any failure by a signatory to meet their obligations under the Code.

The Code Administrator monitors the behaviour of signatories, takes action where necessary and identify areas of the Code that are not being met. The following information is a summary of complaints and breaches of the Code and any action that has been taken.

Dealing with complaints

Should you need to make a complaint against a company identifying itself as a Clean Energy Council approved retailer, you should first contact the company directly.

If you are not satisfied with the response from the approved retailer, you can contact your relevant consumer protection organisation.

If the approved retailer has breached the requirements of the code, the Clean Energy Council will investigate and, if necessary, take action against it. The following document outlines the process for responding to complaints.

Suspensions

Company Reason Code section Breach level Start date End date
Ausuntech Energy Providing false testimonials on website relating to the company Pre-sales activities Severe 21/5/2019  

A signatory was suspended from the Approved Solar Retailer program on 5 March 2019. As a result of an agreement reached between the CEC and the signatory, pursuant to which the signatory has agreed to adhere to various ongoing obligations to ensure compliance with the Code, the CEC has agreed to recommend to the Code Review Panel that it take into account the agreement and that the decision of 5 March 2019 be varied such that the signatory be permitted to continue its participation in the Approved Solar Retailer program.

2019 complaints

The following types of complaints are currently under investigation by the Code Administrator or have been resolved in 2019.

  Rectifications Breaches
Complaint type Resolved Current Resolved Current
Misleading marketing and advertising 3     1
Non-compliant workmanship    3 5 2  
Poor after sales service 7 2 1 2
Promotion of the Code        
Quoting practices 4 2 5 7
Terms and conditions          
Unethical behaviour     1 1   1
Warranty   1    

 

Resolved complaints

The following complaints have been investigated and resolved.

Complaint type 2018 2017 2016 2015 2014 2013
Misleading marketing and advertising 12     2 1  
Non-compliant workmanship    4 1 1 1   1
Poor after sales service 8 6 1 2    
Promotion of the Code 1     1 1  
Quoting practices 7 4 2      
Terms and conditions   1          
Unethical behaviour 3   1 1    
Warranty 1 1