The following information is a summary of complaints and breaches that were not addressed by an Approved Solar Retailer who resigned from the program during an open investigation.
|
Company
|
Reason
|
Code Section
|
Breach Level
|
Start Date
|
|---|---|---|---|---|
| Chris Elec Solar | Failed to respond to the Code Administrator regarding multiple complaints with suspected breaches of the Code | Information to be provided to the Code Administrator | Major | 12 Aug 2022 |
| Yello Energy Group | Failure to provide a compliant contract Failure to be responsive to, and deal appropriately with, consumer | Point of Contract In-house procedures and complaints handling | Severe | 26 Mar 2023 |
| Ever Power Solar | Failed to respond to the Code Administrator regarding a suspected breach of the Code | Information to be provided to the Code Administrator | Major | 14 Apr 2022 |
|
Company
|
Reason
|
Code Section
|
Breach Level
|
Start Date
|
End Date
|
Action Taken
|
|---|---|---|---|---|---|---|
| First Sun Solar | Failure to complete remedial actions within a reasonable timeframe | Termination of signatories | Severe | 11 May 2023 | 28 Jun 2023 | Signatory successfully submitted requested remedial actions. Procedural recommendations arising from external audit have been implemented. |
| Best Solar & Batteries | Operating without a required license / Failure to adhere to ethical sales and quoting practices / Failure to provide a compliant contract | Compliance with the law / Presale activities Point of contract | Severe / Severe | 10 Jun 2022 | 11 Nov 2022 | Obtained required license to operate |
| UNIfied Energy Services | Failure to be responsive to, and deal appropriately with consumer / Failure to provide the requested documentation and information | In-house procedures and complaints handling / Information to be provided to the Code Administrator | Severe / Major | 29 Sep 2022 | 12 Oct 2022 | Signatory successfully submitted requested remedial actions. Procedural recommendations arising from external audit have been implemented. |
| Eco Solar Australia | Failure to complete remedial actions within a reasonable timeframe | Termination of signatories | Severe | 06 Jul 2022 | 13 Sep 2022 | Signatory successfully submitted requested remedial actions. Procedural recommendations arising from external audit have been implemented. |
| Sunlife Energy | False and misleading statements Failure to provide a compliant contract Failure to have system design variations documented and signed off by the consumer Failure to take remedial actions to warrant the performance of the system Failure to be responsive to, and deal appropriately with, consumer Failure to provide the requested documentation and information | Advertisements and promotions Point of contract Post-sale activities Warranty In-house procedures and complaints handling Information to be provided to the Code Administrator | Severe / Severe / Major / Severe / Major / Major | 04 Mar 2022 | 06 Jun 2022 | Signatory underwent an external audit and implemented amendments to its pre-sales and post-sales procedures to prevent similar breaches reoccurring. Signatory successfully submitted requested remedial actions. |
| Kobi Energy Solutions | False and misleading statements Failure to provide a compliant contract Failure to have system design variations documented and signed off by the consumer Failure to provide documentation | Advertisements and promotions Point of contract Post-sale activities Documentation | Severe / Severe / Major / Major | 11 Jan 2022 | 02 Feb 2022 | Signatory underwent an external audit and implemented amendments to its pre-sales and post-sales procedures and systems to prevent similar breaches reoccurring. Code Administrator is satisfied with remediation actions. |
| Clean Power Co | Failure to complete remedial actions within a reasonable timeframe | Termination of signatories | Severe | 09 Nov 2021 | 10 Dec 2021 | Signatory successfully submitted requested remedial actions. Procedural recommendations arising from external audit have been implemented. |
| Freedom Energy Australia | Failure to have system design variations documented and signed off by the consumer Failure to facilitate a grid connection request Failure to respond to the Code Administrator within a reasonable timeframe | Post-sale activities Post-sale activities General business and obligations of Signatories | Major / Major / Severe | 14 Oct 2021 | 10 Dec 2021 | Signatory successfully submitted requested remedial actions. Procedural recommendations arising from external audit have been implemented. |
| Smart Energy Answers | Failure to comply with CEC Accreditation Guidelines | Compliance with the law | Severe | 02 Oct 2021 | 28 Oct 2021 | Signatory submitted a written undertaking to the Code Administrator and implemented amendments to their business procedures and systems to prevent similar breaches reoccurring. Code Administrator is satisfied with remediation actions. |
| Solar Arena | Failure to comply with CEC Accreditation Guidelines | Compliance with the law | Severe | 21 Oct 2021 | 26 Oct 2021 | Audit undertaken and strategy implemented to prevent breach reoccurring. Results provided to Code Administrator who is satisfied all requirements have been met. |
| Sunbank Solar | False and misleading statements High-pressure sales tactics | Advertising and promotions Sales and quoting practices | Severe / Major | 20 Jul 2021 | 10 Aug 2021 | Signatory underwent an external audit and made amendments to their sales procedures. Signatory submitted a written undertaking to ensure similar breaches of the Code do not occur. |
| Solarwyse | Providing false and misleading statements/promises to a consumer in relation to their energy bills Applying pressure to a consumer to agree to make a hasty or uninformed purchase decision Failing to provide the system specifications, STC value, GST value and generic system performance estimate at the point of contract | Advertising and promotions Sales and quoting practices Point of contract | Severe / Major / Severe | 17 May 2021 | 17 Jun 2021 | Signatory has completed all of the required audit and remediation steps. Procedural recommendations arising from an independent audit have been implemented. |
| Smart Energy Group | Failure to provide design and site-specific performance estimate Failure to provide design and site-specific performance estimate Failure to provide documentation (system manual) Failure to honour warranty on workmanship Failure to respond and deal appropriately with consumer complaint | Point of contract<br> Point of contract<br> Documentation<br> Warranty<br> Complaints Handling<br> | Severe Medium Medium Severe Medium | 01 Dec 2021 | 18 Jan 2021 | Signatory has completed audit and remediation steps. Procedural recommendations arising from internal audit have been implemented. |
|
Company
|
Reason
|
Code Section
|
Breach Level
|
Start Date
|
|---|---|---|---|---|
| Grand Group Australia Pty Ltd | Failure to provide a compliant contract / Failure to have system design variations documented and signed off by the consumer Failure to have system design variations documented and signed off by the consumer. | Point of Contract / Pre Installation | Severe / Major | 11 May 2023 |
| Zenith Solar & Electrical | Failure to complete remedial actions within a reasonable timeframe Failure to have system design variations documented and signed off by the consumer. | Termination of signatories | Severe | 12 Apr 2024 |
| Aus Renewables | Serious and wilful non-compliance with the potential to have a serious impact on a lesser number of consumers. / Failure to complete remedial actions within a reasonable timeframe. Failure to have system design variations documented and signed off by the consumer. | Obligations of signatories and grounds for action to be taken / Termination of signatories | Severe / Severe | 12 Apr 2023 |
NETCC program for retailers
Compliance activity
Historical data for the Approved Solar Retailer program which ran from 2013 to 2023
The Approved Solar Retailer program has now been replaced by the New Energy Tech Consumer Code (NETCC) program.
Here you can find information on the compliance activity from the Approved Solar Retailer program until January 2023, including information on complaints, breaches, suspensions and cancellations.
All Approved Seller compliance reports for February 2023 onwards are now located on the New Energy Tech Consumer Code (NETCC) program compliance activity page.
Monthly compliance reports
28 Mar 2024
Monthly compliance report - January 2023
Information on the compliance activity from the Approved Solar Retailer program until January 2023, including information on complaints, breaches, suspensions and cancellations.
Monthly compliance report - January 2023
28 Mar 2024
Monthly compliance report - December 2022
Here you can find information on the compliance activity from the Approved Solar Retailer program until January 2023, including information on complaints, breaches, suspensions and cancellations.
December 2022
28 Mar 2024
Monthly compliance report - November 2022
Here you can find information on the compliance activity from the Approved Solar Retailer program until January 2023, including information on complaints, breaches, suspensions and cancellations.
November 2022
28 Mar 2024
Monthly compliance report - October 2022
Here you can find information on the compliance activity from the Approved Solar Retailer program until January 2023, including information on complaints, breaches, suspensions and cancellations.
October 2022
28 Mar 2024
Monthly compliance report - September 2022
Here you can find information on the compliance activity from the Approved Solar Retailer program until January 2023, including information on complaints, breaches, suspensions and cancellations.
September 2022
28 Mar 2024
Monthly compliance report - August 2022
Here you can find information on the compliance activity from the Approved Solar Retailer program until January 2023, including information on complaints, breaches, suspensions and cancellations.
August 2022
28 Mar 2024
Monthly compliance report - July 2022
Here you can find information on the compliance activity from the Approved Solar Retailer program until January 2023, including information on complaints, breaches, suspensions and cancellations.
July 2022
28 Mar 2024
Monthly compliance report - June 2022
Here you can find information on the compliance activity from the Approved Solar Retailer program until January 2023, including information on complaints, breaches, suspensions and cancellations.
June 2022
28 Mar 2024
Monthly compliance report - May 2022
Here you can find information on the compliance activity from the Approved Solar Retailer program until January 2023, including information on complaints, breaches, suspensions and cancellations.
May 2022
28 Mar 2024
Monthly compliance report - April 2022
Here you can find information on the compliance activity from the Approved Solar Retailer program until January 2023, including information on complaints, breaches, suspensions and cancellations.
April 2022
28 Mar 2024
Monthly compliance report - March 2022
Here you can find information on the compliance activity from the Approved Solar Retailer program until January 2023, including information on complaints, breaches, suspensions and cancellations.
March 2022
Quarterly compliance reports
28 Mar 2024
Compliance Report | July - September 2022
Here you can find information on the compliance activity from the Approved Solar Retailer program until February 2023, including information on complaints, breaches, suspensions and cancellations.
July - September 2022
28 Mar 2024
Compliance Report | April - June 2022
Here you can find information on the compliance activity from the Approved Solar Retailer program until February 2023, including information on complaints, breaches, suspensions and cancellations.
April - June 2022
28 Mar 2024
Compliance Report | January - March 2022
Here you can find information on the compliance activity from the Approved Solar Retailer program until February 2023, including information on complaints, breaches, suspensions and cancellations.
January - March 2022
28 Mar 2024
Compliance Report | November 2021 - January 2022
Here you can find information on the compliance activity from the Approved Solar Retailer program until February 2023, including information on complaints, breaches, suspensions and cancellations.
November 2021 - January 2022
28 Mar 2024
Compliance Report | August - October 2021
Here you can find information on the compliance activity from the Approved Solar Retailer program until February 2023, including information on complaints, breaches, suspensions and cancellations.
August - October 2021
28 Mar 2024
Compliance Report | May - July 2021
Here you can find information on the compliance activity from the Approved Solar Retailer program until February 2023, including information on complaints, breaches, suspensions and cancellations.
May - July 2021
Monthly complaints received since May 2022
Breakdown of closed case outcomes in last 12 months (May 2022 to April 2023)
Note: if you cannot see all data labels on a mobile device, please view on a desktop device or click 'Get the data'.
No response refers to the complainant not responding to our queries.
Out of Jurisdiction occurs when the incident took place prior to the Retailer becoming a Signatory.