There is no single STC complaints body. Which route you use depends on whether the problem is money, conduct or a regulator decision.
Step one: complain in writing
Check the contract for a dispute clause. It may set notice periods, a named contact or mediation. Send a dated written complaint stating what happened, what you want and by when. Keep it factual: claim numbers, amounts, dates promised and dates missed.
Step two: pick the right escalation
| Problem | Where to go |
|---|---|
| Trader not paying an agreed amount | Letter of demand, then a small claims route in your state’s civil tribunal or local court |
| Misleading rates, speed or terms | State fair trading or the ACCC |
| Registry conduct, such as agent behaviour | The Clean Energy Regulator |
| A CER decision about your claim | Review rights under the Act, which may end at the Administrative Review Tribunal |
| Contract with large amounts at stake | A commercial lawyer |
The tribunals and limits vary by state, so confirm current thresholds locally.
Dispute resolution inside the contract
Many trader contracts include a process: notice, a period to fix, then mediation or arbitration. Read it before you escalate, because skipping a step can weaken your position. If the contract is silent, you can propose mediation in your letter.
Evidence that helps
- The signed contract and any rate sheets in force on lodgement.
- Claim IDs and timestamps showing when it was complete.
- Messages promising payment dates.
- Bank records.
- A short timeline you can hand to someone else.
What this means for installers
The best dispute is the one that does not start. Keep exposure small: lodge in batches until a trader has proven itself, and keep your own copies of evidence. Our guides on late payment, what to do when a trader owes you money and spotting a scam cover the earlier stages. If you want a different counterparty, the switch page and pricing show how Energy Merchants works. This is general information, not legal advice.