Compliance enforcement actions

A retailer was suspended for six months for undertaking a non-compliant installation, failing to rectify the installation, providing inadequate evidence of rectification, and failing to cooperate with Solar Victoria's enquiries and requests relating to the matter.

The installer is the retailer’s director, and was suspended due to his role in the conduct that gave rise to the retailer's suspension.

A retailer and installer were each suspended for 3 years following the prosecution by WorkSafe Victoria of their company, a registered electrical contractor, under the Occupational Health and Safety Act 2004 (Vic). The retailer failed to have fall prevention measures in place.

The installer is the retailer’s director and was the responsible supervisor and conducted the installation.

It is a mandatory eligibility requirement under Solar Victoria’s Notice to Market that participating retailers and installers have no prosecutions under the Occupational Health and Safety Act 2004 (Vic) and/or the Occupational Health and Safety Regulations 2017 (or equivalent in other Australian jurisdictions) resulting a plea of guilty or a finding of guilt in the past three years.

A retailer was suspended for 6 months for failing to adequately respond to and resolve a customer complaint over an extended period, and for failing to engage with Solar Victoria's requests for information and directions. The complaint related to applications for Community Housing Organisation installations that were unable to proceed due to the retailer's failure to provide necessary information.

The retailer operates a franchise model under which franchisees that are not independently registered in the Solar Homes Program are supported to participate in the Program via the retailer’s account.

Retailers are responsible for the conduct of their representatives and for all application and installation activity under their retailer account.

Solar Victoria considered that the retailer failed to take suitable responsibility for applications that had been submitted via the retailer's account.

4 Retailers and 1 Installer were issued with formal Concerns Notices in relation to breaches of the Retailer or Installer Terms and Conditions.

Concerns Notices provide participants with an opportunity to address and improve compliance practices and may be issued where, in Solar Victoria’s opinion, breaches do not immediately warrant stronger enforcement action.

Solar Victoria will take stronger action if repeat breaches are identified after the issue of a formal Concerns Notice.

An installer was suspended for two years following their prosecution under The Electricity Safety Act 1998 by Energy Safe Victoria (ESV). The prosecution related to unsafe home battery installations between December 2023 and July 2024, including an installation associated with a fire incident. The installer was issued with a Show Cause Notice but did not exercise its right to respond or make submissions.

Non-compliant systems increase the risk of safety incidents and breach relevant legislation, regulations, applicable standards, and the audit checklists published on our website.

A retailer was immediately suspended for 3 months in the public interest following the cancellation and five-year disqualification of a related entity from the Victorian Energy Upgrades (VEU) program by the Essential Services Commission (ESC). The suspension considered necessary in the public interest while further enquiries are undertaken. The suspension was implemented as a precautionary measure to manage potential risks to the Solar Homes Program and its participants while further enquiries are undertaken.

The suspension was implemented as a precautionary measure to manage potential risks to the Solar Homes Program and its participants while further enquiries are undertaken.

Information from other Victorian Government programs may be considered in assessing compliance risks, and retailers and installers may be subject to enforcement action under the Solar Homes Program where appropriate.

An installer was suspended for 3 years following its prosecution by WorkSafe Victoria of their company, a registered electrical contractor, under the Occupational Health and Safety Act 2004 (Vic). At the time WorkSafe detected work occurring at height without any fall prevention measures in place. The installer was the lead installer, responsible supervisor, and a director of the company.

It is a mandatory eligibility requirement under Solar Victoria’s Notice to Market that participating installers have no prosecutions under the Occupational Health and Safety Act 2004 (Vic) and/or the Occupational Health and Safety Regulations 2017 (or equivalent in other Australian jurisdictions) resulting a plea of guilty or a finding of guilt in the past three years.

A retailer was issued a 3-year suspension following its prosecution by WorkSafe Victoria under the Occupational Health and Safety Act 2004 (Vic) for safety breaches while operating as a registered electrical contractor. The retailer had previously resigned from the Solar Homes Program. The suspension prevents the retailer from registering or participating in the program during the suspension period.

Under Solar Victoria's Notice to Market, retailers must meet eligibility requirements to participate in the Solar Homes Program. This includes having no prosecution under the Occupational Health and Safety Act 2004 (Vic), the Occupational Health and Safety Regulations 2017 (Vic), or equivalent legislation in another Australian jurisdiction, resulting in a plea or finding of guilt within the previous three years.

A Retailer received a reprimand and warning following the prosecution under the Occupational Health and Safety Act 2004 (Vic) by WorkSafe Victoria of a third-party installer engaged by the retailer.

While installers are responsible for carrying out work safely, retailers are responsible for maintaining appropriate oversight of their operations, including work undertaken by contracted third parties, and may be held accountable where safety obligations are not met.

Concerns Notices 4 Retailers and 2 Installers were issued with formal Concerns Notices in relation to breaches of the Retailer or Installer Terms and Conditions.

Matters considered include:

• retailer (or third-party agent) lodgement of applications on behalf of customers
• retailers and/or Installers failing to ensure that QR Codes are scanned on commencement of an installation
• installer audit performance.

Concerns Notices provide participants with an opportunity to address and improve compliance practices and may be issued where, in Solar Victoria’s opinion, breaches do not immediately warrant more stringent enforcement action.

Further enforcement action by Solar Victoria should be expected if repeat breaches are identified after the issue of a formal Concerns Notice.

A Solar PV and Hot Water retailer was suspended from the Solar Homes Program following suspension from the Victorian Energy Upgrades program by the Essential Services Commission.

Due to this reported non-compliance with VEU program requirements, the retailer is considered unsuitable for continued participation in the Solar Homes Program.

A Solar PV retailer was suspended from the Solar Homes Program for 3 years following prosecution by WorkSafe Victoria. The retailer was engaged as the Registered Electrical Contractor for an installation outside of the Solar Homes Program at the time of the safety incident. The retailer failed to respond to the Show Cause Notice.

Solar Victoria’s Notice to Market (2024-25) requires that retailers have a record of no prosecutions under the OH&S Act in the past 3 years.

A Solar PV installer was suspended from the Solar Homes Program for 3 years following prosecution of the installer’s company by WorkSafe Victoria. The installer’s company acted as the Registered Electrical Contractor for the installation outside the Solar Homes Program.

The installer failed to respond to the Show Cause Notice. The Installer Terms include ongoing eligibility criteria that require installers to ensure that safe work method statements and appropriate fall‑prevention measures are in place in accordance with the Occupational Health and Safety Act 2004, and that all other applicable OH&S obligations are met. This includes ensuring compliance with these obligations for installations outside the Solar Homes Program.

An immediate 3-month suspension was issued to a Solar PV and Hot Water retailer for multiple consumer protection matters while the matter is further investigated.

Solar Victoria’s investigation of the matters included liaison/engagement with the Essential Services Commission and Consumer Affairs Victoria.

Non-adherence to Solar Victoria’s requirements with regard to installation practices resulted in enforcement action: Approximately 100 rebate claims submitted by one retailer were rejected due to repeated failures of installers to scan QR codes at the commencement of the installation.

Retailers and installers are reminded that failing to scan QR codes at the commencement of an installation may result in rebate claims being rejected. See Accessing accreditations and scanning QR codes.

Retailers are also reminded that under Solar Victoria’s Retailer Terms and Conditions, retailers must not seek to recover from the customer the amount of a rebate and/or loan which Solar Victoria has refused to pay.

We took the following enforcement actions in response to breaches of installation safety requirements:

• A 6-month suspension was issued to an installer for breaching installation safety requirements.
• A 3-year suspension was issued to an installer for breaching Solar Victoria’s installation safety requirements. The installer had previous similar breaches and elected to waive their right to respond to the allegations.
• Two retailers received 3-month suspensions for failing to ensure that contracted installers conducted an installation safely. Retailers are responsible for ensuring the safe work practices of all installers engaged by them.
• Reprimands and warnings were issued to one retailer and one installer in relation to a breach of safety requirements.

The following actions were taken in relation to unauthorised participation in the program:

• An additional 4-month suspension was issued to a retailer for using another retailer’s profile to continue to operate in Solar Homes Program while suspended.
• A 12-month suspension was issued to a retailer for enabling a suspended retailer to continue operating in the program. The retailer’s director was also disqualified for 12 months. The retailer did not respond to the allegations. Retailers are responsible for ensuring that the only applications processed through their retailer profile are those for which they are the entity with direct responsibility.

We also took action where a participant failed to meet required standards:

A retailer was cancelled from the program and the retailer’s director was disqualified for two years, following permanent suspension action taken by the Clean Energy Regulator. The retailer failed to respond to a Show Cause Notice.

Although the conduct occurred outside the program, Solar Victoria considers non compliance outside the program when assessing a retailer’s suitability to continue participating in the program. We do this to manage risks to customers and the integrity of the program.

We refused a solar PV retailer’s application to join the Solar Homes Program after identifying that the business was associated with another retailer recently suspended for breaching the Retailer Terms and Conditions. We may consider the retailer’s application once the suspended entity is reinstated.

Under the Retailer Terms and Conditions, we may consider a range of relevant factors when assessing registration requests. This includes any connections a business may have with entities that have been suspended, cancelled, or disqualified.

These measures help minimise risks to customers and to the program, supporting Solar Victoria’s role in maintaining the integrity of the Solar Homes Program.

We issued six‑month suspensions to two hot water installers for poor audit performance in the Solar Homes Program.

The installers repeatedly failed to complete installations to the expected standard. Both installers failed to respond to a Show Cause Notice and were subsequently suspended from the program.

Non-compliant systems increase the risk of safety incidents and breach relevant legislation, regulations, applicable standards, and the audit checklists published on our website.

See: Hot water audit checklist and Hot water installlation guidance.

A retailer was cancelled, and its director disqualified for two years, after the director submitted multiple applications on behalf of customers while operating as a lead generator. The retailer was already under suspension for consumer protection breaches at the time.

A retailer was suspended for six months for engaging in misleading sales practices, making false representations about Solar Victoria, and submitting applications on behalf of customers.

A reprimand and warning was issued to two installers for repeated installation of non-compliant hot water systems. The non-compliant systems were identified by Solar Victoria’s independent auditors.

Non-compliant systems increase the risk of safety incidents and constitute a breach of legislation, regulations, applicable standards, and audit checklists published on the Solar Victoria website.

See: Hot water audit checklist and Hot water installlation guidance.

A retailer was cancelled for breaching Solar Victoria’s installation safety requirements. The cancellation followed prosecution of the retailer by Worksafe Victoria. The retailer was engaged as the registered electrical contractor for the installation at the time of the safety incident. The retailer’s director was disqualified for 18 months as a result of the breach.

A retailer was suspended for 12 months for unsafe installation practices.

An installer was suspended for 18 months and another installer for 6 months for breaching Solar Victoria’s installation safety requirements. The suspension followed prosecutions by WorkSafe Victoria.

A retailer was suspended for 12 months for:

• breaching Solar Victoria’s installation safety requirements following a prosecution by WorkSafe Victoria; and
• repeated installation of non-compliant solar PV systems, as identified by Solar Victoria’s independent auditors.

Non-compliant systems increase the risk of safety incidents and constitute a breach of legislation, regulations, applicable standards, and our solar PV audit checklist.

A reprimand and warning was issued to an installer for repeated installation of non-compliant hot water systems. The non-compliant systems were identified by Solar Victoria’s independent auditors.

Non-compliant systems increase the risk of safety incidents and constitute a breach of legislation, regulations, applicable standards, and our hot water audit checklist.

A retailer received a six-month suspension for:

• installing non-compliant systems as found by Solar Victoria’s independent auditors
• applying for rebates on behalf of customers
• failing to scan the QR code at the commencement of an installation on multiple occasions; and
• submitting quotes for customers who were ineligible to receive a rebate.

An immediate 3-month suspension was issued to an installer currently under investigation by the Essential Services Commission for non-compliant installations under the Victorian Energy Upgrades program.

A second installer who is under investigation for similar allegations has had their invitation to register in the Solar Homes program withdrawn. The installer may not reapply for 3-months.

A 3-month suspension issued to both the retailer and the responsible installer following a prosecution by WorkSafe Victoria for failing to provide a safe workplace and for not using fall prevention measures at an installation.

While installers are responsible for undertaking safe work practices at an installation, the retailer who contracted the installer is ultimately accountable for ensuring safety standards are adhered to in all their business undertakings.

An immediate 3-month suspension issued to a retailer currently under investigation by the Essential Services Commission for alleged fraudulent activity in the Victorian Energy Upgrades program. A second retailer who is under investigation for similar allegations, has had their application to join the Solar Homes Program suspended for 3-months.

Retailers and installers who contravene laws and standards are held accountable across Victorian Government programs and are subject to enforcement actions in the Solar Homes Program.

• A 2-year suspension issued to a solar retailer following an allegation of unsafe installation practices, to which the retailer failed to respond to Solar Victoria's show cause notice.
• A warning issued to a retailer whose installer completed an unsafe solar installation, and whose installer failed to scan the QR code at the commencement of the installation. The retailer is ultimately responsible for any installation arranged through them. See Accessing accreditations and scanning QR codes.

A solar retailer was cancelled from the Solar Homes Program where the director was continuing to participate in the program whilst disqualified and continued to employ high pressure sales tactics with customers.

Such practices may take advantage of vulnerable customers and expose them to unauthorised financial burdens, higher costs and lower quality systems.

Deliberate attempts to bypass a suspension shows a disregard for the enforcement mechanisms of the program and undermines credibility and integrity of the program.

For more information, see Advertising and sales tactics.

Reprimand and warning issued to a retailer for repeated installation of non-compliant hot water systems, as identified by Solar Victoria’s independent auditors.

Non-compliant systems increase the risk of a safety event occurring, and are a breach of legislation, regulations and standards and the audit checklists located on the Solar Victoria website.

See our Hot water audit checklist and guidance.

A 3-month suspension issued to a Registered Electrical Contractor (REC) for the unsafe installation practices of their lead installer, for which the REC was ultimately responsible.

The installer was found to be working at heights without required safety measures in place, as detected by WorkSafe Victoria, and was also suspended from the program for three months.

An immediate 3-month suspension issued to an authorised retailer following a permanent suspension imposed by the Clean Energy Regulator (CER).

The CER deemed that due to the “misleading responses” to the CER’s enquiries, this retailer is no longer a fit and proper entity under the Renewable Energy Electricity Act and therefore cannot create STCs.

This matter occurred outside of the Solar Homes Program, and further CER investigation is underway.

We act with an abundance of caution and are strictly averse to any activities in and outside the Solar Homes Program that could bring harm to the program and its participants.

Reprimand and warning issued to a retailer for the unsafe work practices of their outsourced installers, for which the retailer was ultimately responsible.

The installers were found to be working at heights without required safety measures in place.

Retailer suspended for 3-months for submitting rebate applications on behalf of customers.

This is a breach of the Retailer Terms and Conditions and may result in rebate claims being denied, or rebates and loans already paid may be recovered by Solar Victoria.

An immediate suspension issued to an authorised retailer found to have been engaged in fraudulent activity in the VEU program.

We act with an abundance of caution and are strictly averse to any activities in the Solar Homes Program, alleged or otherwise, that could harm the program and its participants. This includes harm to consumers, financial loss, and reputational damage.

We also scrutinise the actions of sub-contractors for adverse impacts on program participants.

Two retailers suspended for 6 months for enabling a suspended retailer to continue operating in the program. This is strictly prohibited during a suspension.

Deliberate attempts to bypass a suspension, and facilitating this behaviour, shows a disregard for the enforcement mechanisms of the program and undermines credibility and integrity of the program.

Four retailers were found to have claimed multiple rebates at a higher value than permissible under the program. Two have been suspended from the program and all must repay overclaimed rebates to Solar Victoria.

Any retailer found to be overclaiming rebates risks their continued participation in the program and may be subject to further legal action.

An immediate suspension issued to a retailer for continued high-pressure sales practices under the direction of a disqualified director.

Such practices may take advantage of vulnerable customers and expose them to unauthorised financial burdens, higher costs and lower quality systems.

Four installers issued warning notices for repeat installation of systems identified as non-compliant by Solar Victoria’s independent auditors.

Non-compliant systems increase the risk of a safety event occurring, and are a breach of legislation, regulations and standards and the audit checklists located on the Solar Victoria website.

Cancellation from Solar Homes Program: Retailer engaged in high pressure sales tactics, false representation to secure sales and abusive conduct of sales agent, which is a breach of the Solar Victoria Retailer Terms and Conditions, and the New Energy Tech Consumer Code.

Retailers are accountable for the conduct of all agents representing them in the sales process.

Two retailers issued warning for insufficient monitoring of installation practices, by an outsourced provider: working at heights without required safety measures in place; inadequate supervision of workers undertaking solar installation.

Retailers are accountable for the safe work practices of all installers working for them.