Compliance enforcement actions

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.