Compliance activity

The New Energy Tech Consumer Code (NETCC) Administrator protects the integrity of the program and consumers through three actions:

  • Rejecting applications from retailers that do not meet the NETCC requirements
  • Investigating complaints against Approved Sellers and sanctioning those found in breach of the NETCC. Where serious, repeated or wilful violation of the NETCC are identified Approved Sellers may be suspended, cancelled or removed.
  • Conducting compliance audits of Approved Sellers to assess compliance of their sales activities.

Please note that data on this page and in the monthly reports below includes complaints relating to the Approved Solar Retailer program for the period February to June 2023. Data in the more detailed quarterly reports relates to the NETCC program only. You can also view compliance reports for the previous Approved Solar Retailer program here.

Key program statistics from last 12 months

1 April 2023 to 31 March 2024 or *as of 31 March 2024

1,591*

455

8%

APPROVED SELLERSAPPLICATIONSAPPLICATIONS
REJECTED

214

180

41

COMPLAINTS RECEIVEDCOMPLAINTS CLOSEDCOMPLIANCE ACTIONS

Note: the complaints numbers were updated in March 2024 to use only data for complaints handled under the NETCC program, previously it had included data for complaints under the previous Approved Solar Retailer program.

Reports

The following reports are a summary of compliance activity since the NETCC program launched in February 2023. Because there is an overlap in compliance duties with the previous Approved Solar Retailer program statistics from both programs are included until July 2023.

Monthly Compliance Reports - February-June 2023

Monthly Compliance Reports - January-June 2024

Applications

Monthly applications received and rejected February 2023 to March 2024

Complaints

Please note: The number of complaints received between February 2023 and May 2023 includes complaints received for the Approved Solar Retailer (ASR) program and the New Energy Tech Consumer Code (NETCC) program. The number of complaints received from June 2023 are only for the NETCC program.

Monthly complaints received and closed February 2023 to March 2024

Note there are more complaints closed than received because this number includes complaints resolved from the previous Approved Solar Retailer program.

Breakdown of closed case outcomes February 2023 to March 2024

Note: if you cannot see all data labels on a mobile device, please view on a desktop device or click 'Get the data'. No response refers to the complainant not responding to our queries. Out of Jurisdiction occurs when the incident took place prior to the Retailer becoming a Signatory.

Breaches

All Approved Sellers have committed to complying with the New Energy Tech Consumer Code (NETCC). All potential breaches of this Code are investigated and action may be taken where there is any failure by an Approved Seller to meet its obligations.

Further information about the complaints procedures can be found here.

The following information is a summary of complaints and breaches related to Approved Sellers, and actions that have been taken.

Past suspensions

Company Name Company Reason Code Section Breach Level Start Date End Date Action
Aztek Wind and Solar Pty Ltd

Aztek Wind and Solar

Failing to facilitate the system connection to the energy network within a reasonable timeframe. Activation
Major
17 April 2024
9 May 2024
Signatory underwent an internal audit and implemented amendments to its business procedures to prevent similar breaches reoccurring. Signatory also submitted a written undertaking to comply.
Failing to cooperate with the Code Administrator and complete outstanding remedial actions. Compliance with the Code
Major

Expulsions

Company Name

Company

Reason

Code Section

Breach Level

Start Date

The Trustee for RVB Solar Unit Trust

RVB Solar

Failing to comply with all local, state and federal legislation, relevant Accreditation Guidelines, and regulations.

Legal and privacy obligations

Major

7 September 2023

Failing to demonstrate the responsibility required to ensure compliance with the NETCC by employees, contractors, agents, representatives or any other individuals or businesses acting on the company's behalf.

Compliance with the Code

Major

Healthcare With Care Pty Ltd

Center Solar

Failing to ensure the safety of consumer personal information.

Legal and privacy obligations

Major

6 February 2024

Failing to comply with the Code.

Compliance with the Code

Major

Failing to take responsibility for the conduct of employees' conduct with the Code.

Compliance with the Code

Major

Sun Masters PTY LTD

Sun Masters

Misrepresenting association with government and falsely claiming to be part of a government scheme.

Advertising and promotion

Major

23 May 2024

Failing to ensure the safety of consumer personal information.

Legal and privacy obligations

Major

Failing to comply with the Code.

Compliance with the Code

Major

Failing to take responsibility for the conduct of employees' conduct with the Code.

Compliance with the Code

Major

Universal Exim Pty Ltd

Bright Source

Failing to address and respond to the consumer's complaint.

Complaints

Minor

6 June 2024

Failing to cooperate with the Code Administrator's investigation.

Compliance with the Code

Major