A deposit paid, a date that slips, then silence: the phone is off, the website is gone. It is a miserable position, and the first hours matter. This page covers the practical steps and how it ties to your STC rebate.
First, work out which situation you are in
- Nothing installed. You have lost a deposit, not a rebate. No STCs exist for your property, so you are free to find another installer.
- Part installed. Document what is on the roof. Unfinished or unsafe work may need an electrician’s inspection.
- Fully installed, STC paperwork missing. See what happens to your STCs if the installer goes bust.
Steps to take
- Collect evidence. Quote, contract, receipts, emails, texts, and the company’s ABN and name.
- Contact your bank or card provider. A credit or debit card payment may be disputed as a chargeback if goods or services were not provided. Do this promptly, because time limits apply.
- Contact your state fair trading or consumer affairs office. They can investigate and in some states have deposit limits and home warranty insurance rules.
- Check the company. Search the ABN on the ABN Lookup and ASIC registers to see if it has been deregistered or placed into administration. If so, lodge a creditor claim with the administrator.
- Report suspected fraud to Scamwatch and your local police.
- Check accreditation. If they claimed to be accredited, see how to check an accreditation number.
Protecting your STC position
If you have not signed an STC assignment form, you still hold the right to the certificates. If you did sign one for a company that never installed, the assignment has nothing to attach to. Write to the company, if it can be reached, asking it to cancel, and keep a copy. Then your next installer can take a new assignment for the system they actually build. If you are unsure what the form does, read why installers ask you to sign it.
What this means for you
Move quickly on the bank chargeback, because that is the best route to the money. Then rebuild carefully. Before you pay a new deposit, check accreditation, ask for a quote that shows the STC discount as a clear line, and avoid paying more than a modest deposit. Our guide to avoiding STC scams lists the common warning signs.
See the homeowners guide for more. Installers who want to be seen as the trustworthy option can explain their process using our how it works page and show customers a clear settlement path through our partner program.