Before the installer leaves,
get the essentials together.
Use one folder for your contract, records and service correspondence. Ask the installer to explain anything that is missing or unclear.
Your system, on paper
Keep the signed quote, final invoice, model and serial numbers, system layout, and any approved changes. Check that the installed equipment matches the agreed design.
Completion and connection
Ask for the electrical compliance or safety certificate required in your state, commissioning records, and the status of network approval, metering and permission to operate. The document names vary by location.
Monitoring you can access
Ask for your own monitoring login and a demonstration. Learn what generation, consumption, grid import and export mean. For a battery, confirm usable capacity, reserve settings and any VPP controls.
Support you can reach
Keep the retailer’s service contact, installer details, workmanship terms, product warranties and claim instructions. Ask who pays for travel, labour, freight and reinstallation.
YOUR FIRST CHECK-INS
Keep an eye on the whole picture.
Check that monitoring is working and ask about any alerts. Confirm that promised documents and access details have arrived.
Check the billing dates, tariff and export credits with your electricity retailer. Compare the same period in your monitoring app; generation alone is not your bill saving.
Follow the maintenance guidance and review performance across seasons. Keep records of faults, settings changes and service visits.
WHEN SOMETHING DOES NOT LOOK RIGHT
Start with the issue.
Keep a clear record.
My generation or savings seem lower than expected.+
Record the dates, monitoring readings and the assumptions in the original proposal. Weather, season, shade, household usage, tariffs and export limits can affect the result. Ask the supplier to review the difference against the written design.
For a billing or tariff issue, contact your electricity retailer. Do not treat a single day’s generation or a sales estimate as a guaranteed annual saving.
There is a fault, roof leak or installation problem.+
Contact the business on your installation contract. Provide the invoice, relevant dates, the fault message and photos taken safely from an accessible location. Ask for a written response with the responsible person and proposed next step.
Do not climb onto the roof, open equipment or attempt electrical repairs. For immediate danger such as fire, smoke or electric shock, keep clear and call 000. This website is not an emergency service.
The business is not responding or has closed.+
Keep copies of your attempts to contact the business. Check the legal entity on the contract and the warranty documents. A manufacturer or distributor may offer a product claim route, but that does not establish who will cover workmanship or service costs.
If the issue remains unresolved, use the official directory below to find your state or territory consumer agency. It can explain your options. ACCC reports help enforcement; the ACCC does not resolve individual disputes.
Five things to put in your first service request
- The contract or invoice reference and installation date.
- The issue, when it began, and any safe-to-obtain evidence.
- The relevant written promise, design or warranty term.
- The outcome you are asking the business to arrange.
- A request for a written response and proposed timeframe.
This is a preparation guide. It does not submit a complaint or book a repair.
KNOW WHAT BACKS THE PROMISE
Different protections.
Clear responsibilities.
Your consumer rights
Australian Consumer Law provides guarantees for goods and services. A written warranty does not replace those rights. The appropriate remedy depends on the facts.
Product and workmanship warranties
Ask who backs each warranty, what it covers, and who pays service costs. A panel performance warranty is different from an installation workmanship warranty.
Quotes and Deals inspection & aftercare
You can ask us to arrange an independent installation inspection. We agree the inspector, scope, availability and any applicable cost before booking. The report relates to the work inspected; it is not an insurance policy or a guarantee of future performance. Our support does not include insurance cover, repair reimbursement or guaranteed savings.
Official help, and our current role
Contact our team for help with your handover, warranty questions, unresolved service concerns or an independent inspection request. We agree any inspection scope and applicable cost before booking. This page does not book repairs or provide emergency assistance.
ACCC: solar and battery consumer guidance ↗ Find consumer agencies and dispute-resolution services ↗