Two searches describe the same situation from different angles: “stuck at CER” and “not showing in the REC Registry”. Neither tells you the cause, so start by working out where the claim actually is.
First, find out who lodged it
If your trader lodges claims for you, the STCs may be created under their registry account or a registered agent’s account, not yours. They will not appear in your own view until or unless they are transferred. That alone explains many “not showing” cases. Ask the trader for the claim reference and the registered person it was lodged under.
Then, what status is it in
| Status | Meaning in plain terms |
|---|---|
| Submitted or in progress | Validation checks are running |
| Failed validation | Automated checks found a mismatch, see failed validation |
| Pending audit or evidence | The CER has asked for more information |
| Created | STCs exist and can be transferred or sold |
| Rejected or withdrawn | Not created; the reason should be recorded |
Registry guidance from the CER explains how to see claim status in your account.
Why a claim stops at the CER
STCs are created by the CER, which checks claims through automated validation and through risk-based audit. A claim may be paused for evidence when photos, serials or dates look inconsistent, when the system is a battery under the tighter evidence rules, or when the installer’s claims are being sampled. An evidence request is not an accusation. Respond promptly and completely, and keep the response consistent with the original claim. See how STC audits work and CER audits for solar installers.
If the claim failed
Do not just resubmit. Find the reason code, fix the cause, and then lodge again, otherwise you can burn weeks. The fix a failed STC claim page walks through it, and why STC claims are rejected lists the common causes.
What this means for installers
The cleanest defence is evidence taken at install and checked before lodgement. Our compliance desk pre-checks photos, forms and serials so the claim reaches the CER in a form that validates first time, which is the main way to avoid the queue. See how it works and top STC claim rejection reasons.
From the desk: answer a CER evidence request with exactly what was asked, labelled clearly. Extra unrelated documents just create new questions.
For the overall flow see STC trading, and for payment timing see how long STCs take to get paid.