This page covers three related searches: cooling-off in a solar sales contract, general consumer law for installers and what the ACCC expects.
The Australian Consumer Law basics
The Australian Consumer Law (ACL) applies to every consumer sale, with federal and state regulators sharing enforcement. The ACCC takes solar seriously because of the volume of complaints. Core obligations:
- No misleading or deceptive conduct. Prices, savings, rebates and timelines must be accurate.
- Consumer guarantees. Services must be carried out with due care and skill, and goods must be of acceptable quality and fit for purpose.
- Unfair contract terms. Standard-form terms that are one-sided can be void and attract penalties.
- Clear pricing. The total price must be displayed.
Unsolicited sales and cooling-off
A sale where you contact the customer at their home or by phone without being invited is an unsolicited consumer agreement. The rules include:
- A cooling-off period of 10 business days, during which the customer can cancel without penalty.
- Limits on when you can knock or call: not on Sundays or public holidays, and only within set hours on other days.
- A requirement to leave when asked and to say who you are and why you are there.
- A requirement to give the customer a copy of the agreement and a notice of the cancellation right.
State fair trading rules add detail, and some states restrict particular selling practices. Check your own regulator.
Sales the customer started
If the customer contacted you, for example from an online comparison, the unsolicited rules may not apply, but consumer guarantees and misleading-conduct rules still do. Some businesses give a cooling-off period voluntarily because it builds trust.
Where STCs create risk
The STC discount is where consumer disputes concentrate: a discount that disappears, a “free solar” claim or a rebate that was never available. The advertising rules page covers these, and STC scam warnings show how the regulator sees them. Build the protection into the STC clause.
From the desk: if your sales team works on commission, train them on the cooling-off rules and review recorded or logged calls. A single bad pitch can generate dozens of complaints.
Contract mechanics
Give the customer a clear contract, with total price, scope, payment terms and the cancellation notice. See the contract template guide. Keep the signed contract, the assignment form and your photos in one job file so a dispute or an audit can be answered fast.
What this means for installers
Consumer law is a business-risk issue, not only a legal one. Check the ACCC and your state regulator, and take legal advice for your sales model. For the retailer’s paperwork duties, see solar retailer requirements. The installers hub and how STC claims work cover the rest.