A message that says “your STCs failed” tells you nothing yet. The first job is to turn it into a reason.
Step 1: get the reason in writing
Ask your trader for the failure reason or code and the claim reference. Vague answers such as “validation issue” should be pushed back to the specific field or document. A trader who pre-checks claims should be able to tell you in minutes. Also ask whether the failure was at the trader’s own check, at registry validation or at the CER.
Step 2: match the reason to the fix
| Typical cause | The fix |
|---|---|
| Serial number not on the approved list or wrong format | Correct from the equipment label photo, check the model list |
| Address or property details mismatch | Align the claim, the form and the certificate |
| Installation date outside eligibility or inconsistent | Correct only if the date was genuinely wrong, with evidence |
| Missing or unreadable photo | Retake only if the job can still be shown truthfully, otherwise explain |
| Assignment form incomplete or unsigned | Obtain a corrected form |
| Installer or designer details wrong | Update the registered details |
Do not invent or alter evidence to make a claim pass. If a photo was never taken, say so and discuss options with the trader. Altered evidence is how a fixable problem becomes a compliance one; see battery STC fraud penalties for the downside.
Step 3: resubmit once, properly
Resubmitting the same data produces the same failure. Fix, check against the photo requirements, and then resubmit. Check the 12-month creation window if the job is older. The fix a failed STC claim page has the longer routine.
If the CER asked for more evidence
An evidence request means the claim passed the initial checks but has been picked for closer review. Answer the question asked, in the form asked, within the time given. Use original files where possible, keep file names clear, and keep the answers consistent with what was lodged. If you cannot supply something, say why rather than send a substitute. Details are in STCs stuck at the CER and how STC audits work.
What this means for installers
Failures cost you time and, if the rate floats, money. Track failure reasons across your jobs: the same two or three errors typically cause most of them, and a checklist at install stops them. Our desk reviews photos, forms and serials before lodging, which is the point of a compliance pre-check, and a rate locked on lodgement of a complete claim keeps the price steady while you fix things. See top STC claim rejection reasons and pricing.
From the desk: keep a copy of every claim exactly as lodged. When the CER or a trader asks what you submitted, you can answer from the record.
If the trader is the one dragging, start trading with a buyer that tells you the reason on the day.