Dispute resolution

If you bought a rooftop solar system or battery, you automatically have rights and guarantees under Australian consumer law.

If you didn't get the service, system or outcomes you expected, learn what steps to take.

Resolving an issue with a solar system

The steps to resolve an issue depends on whether you bought your system from:

  • a solar retailer or installer who is not an electricity retailer or
  • an electricity retailer authorised by the Australian Energy Regulator or the Victorian Essential Services Commission.

You can find authorised electricity retailers at the Australian Energy Regulator’s website. For electricity retailers authorised in Victoria visit the Victorian Essential Services Commission.

Solar retailer or installer who is not an electricity retailer

1. Contact your solar retailer or installer and explain the problem.

2. If your solar retailer or installer doesn’t resolve the issue to your satisfaction, send them a complaint letter or email.

The ACCC has expert advice on how to complain. It includes reasons why you can complain and a template for a complaint letter.

3. If the company still does not resolve your issue, you can make a report to your state or territory fair trading or consumer affairs office.

State or territory

Fair trading or consumer affairs office

New South Wales

Fair Trading NSW

Queensland

Office of Fair Trading QLD

South Australia

Consumer and Business Services SA

Victoria

Consumer Affairs VIC

4. If the company is a New Energy Tech Consumer Code approved seller you can also lodge a complaint to the Clean Energy Council. If the company is a Solar Accreditation Australia accredited installer, you can lodge a complaint to Solar Accreditation Australia.

Electricity retailer

1. Contact your electricity retailer and explain the problem.

2. If you’re unhappy with their response, contact your energy ombudsman for free and independent advice and complaint resolution.

 

State or territory

Website

New South Wales

Energy & Water Ombudsman NSW (EWON)

Queensland

Energy & Water Ombudsman QLD (EWOQ)

South Australia

Energy & Water Ombudsman SA (EWOSA)

Victoria

Energy and Water Ombudsman VIC (EWOV)

1. Contact your solar retailer or installer and explain the problem.

2. If they do not deal with the issue to your satisfaction, your energy ombudsman may be able to assist you, depending on the nature of the complaint. Contact them for free and independent advice.

 

State or territory

Website

Australian Capital Territory

ACT Civil and Administrative Tribunal (ACAT)

Northern Territory

Office of the Ombudsman NT

Tasmania

Ombudsman Tasmania

Western Australia

Ombudsman WA Home

3. Use the energy ombudsman’s advice and if required, write a complaint letter or email to your solar retailer or installer.



The ACCC has expert advice on how to complain. It includes reasons why you can complain and a template for a complaint letter.

4. If the company still does not resolve your issue, you can report the issue to your state or territory fair trading or consumer affairs office.

 

State or territory

Consumer affairs office

Australian Capital Territory

Fair Trading ACT

Northern Territory

Consumer Affairs NT

Tasmania

Consumer Building and Occupational Services TAS

Western Australia

Consumer Protection WA

5. If the company is a New Energy Tech Consumer Code approved seller you can also lodge a complaint to the Clean Energy Council. If the company is a Solar Accreditation Australia accredited installer, you can lodge a complaint to Solar Accreditation Australia.

You purchased a system from a telemarketer or door-to-door sale

You have 10 business days to change your mind or get a full refund if you bought a solar system from someone who:

  • phoned you
  • knocked on your door
  • approached you in a public place.

This is called a cooling-off period.

The cooling-off period does not automatically apply if you contacted the salesperson first.

To request a refund within 10 business days, you don’t need to give a reason. Simply let the company know over the phone, in person, by post or email.

Learn more about ACCC protections for telemarketing and door-to-door sales.

Possible issues with a rooftop solar system

Some issues that can occur with solar systems include:

  • your solar system or battery not working properly
  • installers cause damage to your roof or property
  • the connection between your home and the electricity grid not working correctly
  • installers causing damage to the system
  • no follow-up service by the installer
  • it takes longer than expected to connect your solar system to the electricity grid
  • delays in installing a compliant electricity meter for the solar system
  • the solar system is connected to a non-compliant electricity meter.

Some of these issues aren’t the responsibility of your solar retailer or installer, though they can tell you who else to contact.

There are different ways to resolve issues, depending on who you bought your system from. Learn what steps to take to resolve an issue.

Learn more

For more information on your consumer rights, go to the ACCC's advice on solar systems.

For more information on warranties, go to warranties and insurance.