Feedback and complaints
Get the advice you need
As a not-for-profit organisation that is not a governing or legal body, we only have the capacity to assist with complaints against solar and storage retailers who participate in our programs.We no longer assist with installer complaints; Solar Accreditation Australia now accredits installers and can assist you with installer complaints.
Please note that we are not a government agency or a dispute resolution body and cannot provide advice on general enquiries. If you have a complaint about a renewable energy service or product you have received, we may be able to help you through the programs we administer.
The Clean Energy Council does not sell solar or batteries and we do not door-knock or call consumers. If a company has contacted you saying they are from the Clean Energy Council, they are scammers.
How to make a complaint
If you have a complaint about a solar or storage retailer or installer, follow these steps.
Most complaints are resolved by dealing directly with the company that provided the product or service in the first place. Consider whether your complaint is a breach of their contract, consumer law or electrical safety standards to help your argument.
If you cannot resolve your complaint with the retailer, contact your local state and territory consumer protection agency who can provide you with information about your rights and options and may be able to help you resolve a dispute.
- ACT - Access Canberra
- NSW - NSW Fair Trading
- NT - NT Consumer Affairs
- QLD - Office of Fair Trading Queensland
- SA - Office of Consumer and Business Services (CBS)
- TAS - Tasmania Consumer, Building and Occupational Services (CBOS)
- VIC - Consumer Affairs Victoria (CAV)
- WA - WA Consumer Protection
If your complaint concerns an unsafe solar, storage or new energy tech system contact your government or state electrical safety body (see ‘Complaints about electrical safety’).
You can find out whether they are an Approved Seller by searching here.
Approved Sellers are committed to consumer protection standards defined under the New Energy Tech Consumer Code (NETCC). The Clean Energy Council administers the NETCC program.
Please note the Code is voluntary and so our powers only extend as far as issuing compliance actions and removing retailers from the NETCC program. We are not a government or legal entity and so cannot enforce laws or resolve disputes. Nevertheless, sometimes retailers may choose to resolve a complaint as a result of our complaint investigation.
Accredited installers and designers aim to work to industry best practice standards and produce systems that are safe, reliable and meet customer expectations.
Effective 29 February 2024, Solar Accreditation Australia (SAA) is responsible for the accreditation of installers and designers and can assist you with installer complaints.
The Clean Energy Council's products program is intended to maintain a list of approved PV Modules, inverters and batteries that meet Australian Standards and International Standards for use in the design and installation of solar and battery storage systems.
If products do not meet standards, a complaint can be lodged with us:
Get advice on buying solar, storage or other new energy tech
Other enquiries
We cannot assist with technical or consumer advice beyond these, and advise you to reach out to a local New Energy Tech-approved seller for more information.
You may also find the following contact information helpful.
Australian Electrical Standards
Site or workplace safefy
Tailored consumer technical advice
Who installed my solar system?
Consumer dispute resolution
Complaint about your electricity retailer or electricity distributor
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
Feedback on the Clean Energy Council
Feedback helps us improve the way we work and provide support to the renewable energy industry.
Written feedback about the Clean Energy Council can be sent via email using the form on our contact page.
We will confirm receipt of your correspondence and respond within 14 business days; if your feedback is complex, it may take longer to address. We will endeavour to keep you informed of our progress.
Please note: the Clean Energy Council may not respond to correspondence that is vexatious, repetitive or lacks substance. Allegations of misconduct, made without supporting evidence, may be treated as lacking substance. Any abusive or threatening correspondence or conduct may be referred to the appropriate authority.
