Complaints are one of the main ways installers come to the attention of accreditation bodies. They are also one of the most manageable, if you know the process.
How the complaint process runs
- A complaint is lodged. Usually by a customer about workmanship, safety, misleading claims or an unreturned deposit. Others, including state regulators and the Clean Energy Regulator (CER), can refer matters.
- Triage. SAA decides whether it falls within its remit. Pure contract disputes may be pointed to state consumer bodies. Safety, standards and conduct issues stay.
- Request for response. You are asked to explain and to produce records: photos, test results, the contract, communications.
- Assessment. SAA may inspect the system or arrange an independent inspection.
- Outcome. No action, a direction to rectify, demerit points, or suspension. See losing and regaining accreditation.
The code of conduct
The industry code of conduct, which applies through accreditation and through the Clean Energy Council’s approved retailer and installer programs, centres on a few commitments:
- Honest, accurate sales and marketing, with no misleading savings or rebate claims.
- Quality installation to the standards, using approved products.
- Clear contracts and fair handling of deposits and cancellations.
- Prompt, courteous handling of complaints and warranty issues.
- Respecting customer privacy and safety.
The text and which body administers which part change over time, so read the current documents from SAA and the Clean Energy Council. Rebate claims have a special role: telling a customer a discount is a “government rebate” when it is an STC assigned to you is a typical complaint trigger. See STC discount on a solar quote explained.
Handling a complaint well
- Acknowledge it within a day, in writing.
- Pull the job file and check it against the claim.
- Fix what is wrong at your cost if it is your fault. It is cheaper than a suspension.
- Keep a written record of every contact.
What this means for installers
A complaint about workmanship can become an audit finding, and an audit finding can reach your certificates. If an STC was claimed on a job that is now disputed, tell your trader early. For the downstream effect, see STC clawback.
For wider reading see how STC audits work and the pillar page on STC trading. Partners can raise compliance concerns with their named account manager through the Partner Program.
When the complaint involves certificates
Sometimes the complaint is about the sale: the customer says they were told the STC discount was a government rebate paid to them, or that they would receive a payment. If you assigned the STCs to a trader, the customer’s signed form and your quote are the key evidence. Keep them. A clear, written explanation of the discount at the quote stage prevents most of these disputes.