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Make a complaint

Understanding our complaints process

New Energy Tech Approved Sellers have committed to meeting our standards. The Administrator of the NETCC program investigates complaints in which there is evidence an Approved Seller has breached those standards.

To lodge a complaint follow the steps below.

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1. Is the complaint about an Approved Seller?

There are hundreds of New Energy Tech Approved Sellers across Australia. Search our directory of Approved Sellers. If your complaint is about an Approved Seller, continue to the next step below. If it's not, we will be unable to help you here but other organisations may.

Please note: if your complaint relates to an incident that occurred before 1 February 2023, it is likely the business was part of the previous Approver Solar Retailer program and your complaint must be submitted using the Approved Solar Retailer complaints form found on this page. The New Energy Tech Consumer Code (NETCC) was authorised to take effect from 1 February 2023 and so incidents that occurred prior to 1 February 2023 cannot be investigated under the NETCC as they are out of jurisdiction. Date of incident refers to events such as the date the contract was accepted and date of the non-compliant sales activity.

What if my complaint is not about an Approved Seller?
Contact

2. Have you tried to resolve your dispute with the Approved Seller directly?

Approved Sellers are required to respond to customer complaints promptly and fairly and many disputes can usually be resolved directly with them. If you haven’t approached them directly about your problem we would recommend doing that first.

If the company has gone out of business you may still be able to contact their administrators via the Australian Securities and Investments Commission (ASIC) website, by phoning 1300 300 630 or contacting your local Office of Fair Trading.

If you are still having difficulty resolving a dispute, cannot contact the retailer or do not wish to contact them continue to step 3.

The New Energy Tech Consumer Code

3. Is the complaint a breach of our standards?

If your complaint is a breach of our standards the NETCC administrator will investigate the issue and take action against the Approved Seller where appropriate. You can check a summary of our standards below. If it is not a breach of our standards there are still organisations below who may be able to help (see above).

If you believe the Approved Seller you dealt with has potentially breached our standards, fill out the form below.

View the NETCC standards

Make a complaint

If you believe an Approved Seller has not met the standards set out under the New Energy Tech Consumer Code (NETCC) you can lodge a complaint here.

There are four steps to complete the form, it takes approximately 10 minutes to complete. You will need to tell us

  • who your complaint is about
  • what your complaint is about and the outcome you are seeking
  • basic personal details
  • you will also be asked to attach any relevant documents as evidence to support your case.

            

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Please enter your email and password to resume this form.