What we require of your retailer and installer
Stringent quality and safety standards must be met under our programs so that you receive a high-quality and safe system that will deliver many years of service.
To help achieve this, only authorised solar retailers, authorised hot water retailers, CEC accredited and these products are eligible under our programs
Your retailer
Authorised retailers in our programs have accepted the Solar Victoria retailer terms and conditions which contain provisions to protect consumers, and must meet all mandatory requirements set out in the Solar Victoria Notice to Market.
Authorised solar PV and battery retailers are New Energy Tech (NET) Approved Sellers under the New Energy Tech Consumer (NETCC).
The NETCC is a set of service standards designed to protect consumers purchasing new energy technologies. It is administered by the Clean Energy (CEC) and requires retailers to commit to high standards across sales and marketing, quotes and contracts, delivery and installation, and warranties and support.
Hot water products are not yet covered under the NETCC, so your hot water retailer does not need to be a NET Approved Seller to participate in our hot water rebate stream if they do not sell solar panel (PV) or battery products.
Your installer
Installers in our programs have accepted the Solar Victoria installer terms and conditions and must meet all mandatory requirements set out in the Solar Victoria Notice to Market.
Some things your solar PV and battery system installer must do include:
- being a CEC Accredited and complying with the CEC Code of Conduct for Accredited Designers and Installers
- holding an unrestricted (A Grade) electrical issued by Energy Safe Victoria or an equivalent Australian interstate electrical licence with mutual recognition by Energy Safe Victoria
- providing you with a Certificate of Electrical where electrical work has occurred.
Some things your solar hot water and heat pump installer must do include:
- holding the appropriate plumbing accreditation issued by the Victorian Building .
- issuing a compliance certificate where your hot water system has been installed to a total value of $750 or more. This also applies to all gas installations affecting gas pipes. Only a licensed plumber can issue a compliance certificate.
- providing you with a Certificate of Safety where electrical work has occurred.
Customer QR codes are important!
Your installer MUST scan your customer QR code on-site on the day of your installation BEFORE starting any work. The QR code step helps to:
- provide an extra level of safety for everyone
- link your installation to an authorised installer
- signal to regulators that your installer is about to start and can be inspected to ensure the highest safety standards are met.
Please help by ensuring your installer does this on the day of your installation BEFORE starting any work.
Our focus on safety and quality
We work with government agencies, regulators and peak bodies to continuously improve safety and quality within the solar industry in Victoria. They include:
- WorkSafe
- Energy Safe (ESV)
- Victorian Building (VBA)
- Clean Energy .
As regulators, WorkSafe Victoria, ESV and the VBA can inspect installations during and after installations to ensure they meet safety requirements. We also work with independent auditors to inspect five per cent of systems installed under our programs.
The purpose of these checks is to ensure the safety of customers and workers, and develop an understanding of where retailers and installers in our programs are doing well, and where there is room for improvement.
We encourage you to agree to having your installation inspected if it is selected for a free safety and quality check with a Solar Victoria appointed auditor.
Read more about:
- our safety audits for your installation
- how we work with regulators and peak bodies
- what we tell retailers and installers about audits, safety and quality.
Advertising and sales tactics to be aware of
Authorised retailers in our programs are not allowed to engage in unsolicited door-to-door sales to market our rebates. This is prohibited in our retailer terms and conditions. We also do not endorse any individual company involved in our programs. This includes cold-callers or anyone going door-to-door.
It is not illegal for other retailers who are not authorised to participate in our programs to sell door-to-door or over the phone, however.
Consumers have 10 full business days to reconsider agreements made as a result of uninvited telemarketing or door-to-door sales.
The cooling-off period gives consumers time to ensure they are happy with the decision and that they have all the information needed to make a good choice. It begins on the first business day after the agreement is made. If the consumer cancels the agreement, there’s no penalty.
There are also rules about how and when calls and visits are conducted – and there are substantial penalties for Australian Consumer Law. For more information about telemarketers, see Australian Communications and Media .
Tips to protect consumers
Tips to help protect you from inaccurate marketing and high-pressure tactics include:
- Talk with neighbours, friends and family who have recently had solar systems installed, find out who they have dealt with or speak with well-known retailers.
- Ask questions, be vigilant and read the guides produced by Consumer Affairs and the Clean Energy , as well as our Buyers Guides.
- Find online reviews of the retailers you are looking at but be aware of over-enthusiastic reviews or multiple reviews submitted on the same day.
- See if retailer details like their ABN are listed on their website – you can check these on ASIC’s .
- Be wary of traders offering goods or services with significantly discounted prices as this is generally a trade-off for low-quality equipment that may not last.
- Register your phone number with the Do Not Call and consider lodging a if you receive a telemarketing call.
- Try to verify details of retailers calling or visiting from an independent source, such as a phone directory – and be aware of fake websites as scammers send links to websites that look real, carrying the logos of well-known organisations.
- Do not rely on Caller ID. Scammers can use internet services to buy local telephone numbers that hide their location and identity.
- Read more about rebate scams on the Consumer Affairs Victoria .
- Report dodgy sales behaviour to .
- Remember: Victorian Government agencies will never ask for personal details such as banking information over the phone.
Useful organisations
WorkSafe Victoria
WorkSafe Victoria is Victoria’s workplace health and safety regulator.
Contact WorkSafe to report a workplace health and safety incident, to report employer-non-compliance or to speak to their health and safety and injury compensation advisory service.
Energy Safe Victoria
Energy Safe Victoria (ESV) is Victoria’s technical and safety regulator for the generation, supply, and use of electricity, gas, and pipelines.
Contact ESV about safety and quality concerns for electrical and gas installations and equipment, among other things.
Victorian Building Authority (VBA)
The Victorian Building Authority (VBA) is Victoria’s building and plumbing regulator.
Contact the VBA for information about building and plumbing matters, including safety matters.
Clean Energy Council
The Clean Energy Council (CEC) is a peak body for the clean energy sector in Australia.
Contact the CEC about potential breaches of the New Energy Tech Consumer Code by authorised retailers, as well as instances of non-compliance by CEC Accredited Installers.
Consumer Affairs Victoria
Consumer Affairs Victoria is Victoria’s consumer affairs regulator.
Contact Consumer Affairs Victoria about compliance with and enforcement of consumer laws and regulations, as well as complaints relating to potential breaches of these laws and regulations.
Australian Securities and Investments Commission
The Australian Securities and Investment Commission (ASIC) is Australia’s corporate, markets, and financial services regulator.
Contact ASIC for information and enquiries about companies, businesses and individuals, and to report alleged misconduct of companies and organisations registered with ASIC.
Scamwatch Australian and Competition and Consumer Commission
The Australian Competition and Consumer Commission (ACCC) is Australia’s competition regulator and national consumer law champion, and provides information on how to recognise, avoid, and report scams.
Contact the ACCC for guidance on consumer rights and product safety and to report scams and other consumer issues.
Energy and Water Ombudsman Victoria
The Energy and Water Ombudsman Victoria is Victoria’s dispute resolution service for energy and water issues.
Contact the Ombudsman to lodge complaints about energy and water related matters within its jurisdiction.
Essential Services Commission
The Essential Services Commission is Victoria’s regulator for the price, quality and reliability of essential services.
Contact the Commission for information about electricity, gas and water issues as well as energy saving information.
Consumer Action Law Centre
The Consumer Action Law Centre (CALC) is a consumer advocacy organisation.
Contact CALC for legal and financial assistance if you are struggling with a range of consumer and financial issues.
Clean Energy Regulator
The Clean Energy Regulator (CER) is an Australian independent statutory authority responsible for administering legislation to reduce carbon emissions and increase the use of clean energy.
Contact the CER for information about the schemes it administers, including the Greenhouse and Energy Reporting Scheme, Emissions Reduction Fund and Renewable Energy Target.
Reviewed 26 April 2023
