Three searches, one situation: a payment that has not arrived, a trader that is paying late and how to chase. The approach is the same.
Step 1. Find out where the claim is
Before you ring anyone, check:
- The REC Registry. Is the claim registered and have the certificates been transferred? If the CER has not validated it, payment may not be due yet.
- Your terms. What starts the clock and when is payment due? See STC payment terms.
- Your bank. Look for deposits under a different name or a lump sum.
- Your inbox. Check spam for a remittance or a request for more information.
Often the “late” payment is a claim on hold for a missing document. See why payment has not arrived.
Step 2. Contact the desk in writing
Phone if it is urgent, but follow up with an email so there is a record. Include:
- claim or job IDs and addresses
- date lodged and date payment was due
- the amount and rate expected
- a request for a specific answer by a specific date
A good trader will tell you the same day what is holding the claim.
Step 3. Resolve the cause
The common causes are:
| Cause | Fix |
|---|---|
| Missing document or photo | Supply it, then ask for a revised date |
| ABN or bank detail mismatch | Correct through your account manager |
| CER validation delay | Ask for the status and expected timing |
| Failed validation | Fix the issue and resubmit. See fixing a failed claim |
| Trader processing error | Request payment and an explanation |
Step 4. Escalate if it drags on
If the agreed date has passed and you have no credible reason:
- Write to the trader’s management, quoting the agreement and the dates.
- Ask for payment by a set date.
- If nothing happens, see what to do when a trader disputes or withholds payment.
Do not transfer more certificates to a trader that owes you money.
What this means for installers
Prevention beats chasing. Pick a trader that publishes its terms, sends remittance advice without being asked and has a named person you can call. At the first late payment, write it down, and at the second, change your behaviour. If you are weighing a switch, the switch page explains how moving across works, and how to check a trader is legitimate is a good place to start your due diligence.
Our own terms and rates are on pricing, with settlement explained on how it works. For the broader question of timing, see how long STC payment should take.