Name: NETCC
Price range: $

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Getting Started

If the business name is not listed, click here for more information.

Select the Approved Seller your complaint is about:

Begin typing the name of the Approved Seller

Have you lodged a claim with a Tribunal or Court?

YesNo

Please note that the Administrator is unable to intervene in matters where an order has been made in a Tribunal or a Court or when a matter is proceeding before a Tribunal or court

Have you attempted to resolve your complaint or made a complaint to the business first?

YesNo

If your complaint concerns direct contact you have had with an Approved Seller, it is strongly recommended that you contact the business prior to contacting the Administrator. When doing so, you are advised to clearly explain the issue, state the preferred outcome, and keep a record of the complaint letter or notes of the telephone call. For further guidance on how to write a complaint letter, see the ACCC website here

Are you making this complaint on behalf of someone else?

YesNo

Nature of the relationship between you and the person you are making the complaint for:

We will be in contact with the person you are making the complaint for and get their consent for us to investigate this complaint.

Are you happy to provide contact details in relation to your complaint?

YesNo

It may be difficult to address a complaint if there are no contact details and the Administrator may need further information to clarify the issues or take action to address the complaint. Therefore, we will require your details in order to proceed with the complaint.

Case Origin

Type

Contact type

Complainant Details

Please provide fill in your information below

Personal Details

First Name

Last Name

Phone

Postal Address

Address Line 1

Street Type

Suburb

State

Postcode

What is your preferred method of contact?

Do you have a disability?

Do you identify as Aboriginal or Torres Strait Islander?

Gender

I use a different term

Do you require an interpreter?

Please contact the Administrator by calling 03 9929 4174 or via email: [email protected]

Do you require assistance or support in communicating with us?

Please contact the Administrator by calling 03 9929 4174 or via email: [email protected]

Position

Consent

Do you consent to the Administrator contacting the Approved Seller on your behalf?

YesNo

Please note that the Administrator may be unable to proceed with investigating your complaint if you do not consent to being named as the complainant.

Complaint Information

The Administrator may investigate and take action against an Approved Seller for any potential breaches of the NETCC.

Please select one of the following that best describes the nature of your complaint:

If more than one applies, please select the most applicable. You will have an opportunity to provide a full description below.

Please attach evidence that the system has not been performing (screenshots or photos of the inverter or solar monitoring app are acceptable).

Please attach evidence of the system performance (screenshots or photos of the inverter or solar monitoring app are acceptable).

Please attach the system proposal or site-specific performance estimate provided to you by the Retailer

Please note: Damage that is caused as a result of recklessness or carelessness in the process of installation (e.g. the installer did not show due care and walked on the roof incorrectly) may not be in the Administrators jurisdiction. This is a civil matter and may need to be resolved in court. If the damage is due to technical non-compliance with the PV system (e.g. penetrations for cable not sealed correctly, brackets for tilt frames not connected), please attach evidence of this non-compliance.

Please attach evidence of the misleading conduct (email, advertisement, promotion). Records or information relating to verbal claims must be supported with a completed statutory declaration or affidavit.

Please attach a copy of your contract.

Please attach a copy of your latest electricity bill.

Please attach a copy of your contract

If possible, please attach evidence of what was installed (STC Assignment Form, maintenance manuals, Certificate of Electrical Safety).

Please attach a copy of your contract

If possible, please attach details of the price increase communicated by the Retailer.

Please attach emails in which you submitted your complaint to the Retailer and did not receive a response.

Please attach emails in which you requested the maintenance manuals from the retailer but did not receive a response.

Please attach evidence of the system not performing.

Please attach emails in which you reported the fault to the retailer. If possible, please attach the retailer’s response to this warranty request.

Please attach a copy of the contract and, or the finance agreement.

Please attach any evidence that substantiates the retailers non-compliance.

If other, please specify

Tell us about your complaint. Please ensure you include any key dates that are relevant to the events surrounding your complaint.

Explain the impact of your complaint. Impact may include financial, health, living conditions, etc.

Please provide any relevant documentation to support your complaint. This can include correspondence between the business and yourself, contract, quotes, copy of advertisements, independent expert reports, bills, copies of notes, pictures.

What outcome are you seeking?

Disclaimer: Please note: As the Code Administrator, we will investigate all complaints in accordance with the New Energy Tech Code of Conduct (the NETCC). However, we are not a dispute resolution body and do not have the jurisdiction to arbitrate commercial, civil, or financial disputes.

If other, please specify

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Complain about an Approved Seller

Before you begin, you will need to tell us

Consent