A rejection is almost always about evidence rather than the install itself. The assessor could not confirm something, so the claim stopped. The reason is normally stated, so start there rather than guessing.
The usual suspects
- Photos. Blurry serials, missing switchboard shots, photos that do not match the address, or images that look reused.
- Serial number mismatches. The numbers entered do not match the labels in the photos, or the equipment is not on the approved list for the installation date.
- Forms. The assignment form is unsigned, incomplete, dated wrongly or signed by someone who cannot sign for the owner.
- Installation type. New, replacement and additional systems are treated differently. See installation type guidance.
- Accreditation and licensing. The person named did not hold the right accreditation on the day.
- Details. Postcode, system size or installation date that do not reconcile with the rest.
Our write-up of the top STC claim rejection reasons ranks them in more detail.
How to fix it
Read the reason, gather the missing evidence, correct the data and resubmit. If the fix requires information you cannot produce, such as a photo that was never taken, talk to your trader quickly. Some problems can be resolved with a site visit; some cannot.
Preventing the next one
Use a standard photo checklist, enter serials from the photos rather than from the box, and have someone other than the installer check the claim before lodgement. That is the point of a pre-check.
What this means for installers
Energy Merchants’ compliance desk checks photos, forms and serials before anything is lodged, so many of these problems are caught before they cost you days. Start with how it works, the resources hub or start trading.
It also helps to track rejections by reason over a quarter. If three of your last five were serial mismatches, the fix is a change to how serials are recorded, not a lecture to the crew. Patterns tell you where the process leaks, and a trader who shares that feedback is worth more than one who only forwards the rejection notice.