Solar installer problems in Perth: your complaint and dispute options

Most Perth solar installations go smoothly. But when something goes wrong — a poor installation, an installer who stops returning calls, a system that underperforms, or a warranty claim that's being stonewalled — knowing your options matters. Here's the escalation path for Perth solar disputes.

Step 1: document the problem and contact the installer in writing

Before escalating to any body, create a paper trail:

• Write a clear email to the installer describing the fault, underperformance, or unresolved issue
• Include photos where relevant
• Reference the installation date, system specifications, and the warranty terms as agreed in your contract
• Set a reasonable deadline for response (5–10 business days for initial response is reasonable)

Keep copies of all correspondence. If the issue is a physical fault, do not attempt to repair it yourself — this may void your warranty and can be dangerous (solar systems operate at dangerous DC voltages even when the inverter is off).

Step 2: CEC Approved Retailer complaint (if they're a CEC retailer)

If the installer is a CEC Approved Retailer — as indicated on their CEC listing — they've agreed to the CEC Retailer Code of Conduct. The Code requires approved retailers to respond to warranty claims in good faith, use CEC-accredited installers, and maintain minimum warranty standards.

How to lodge a CEC retailer complaint:

• Contact the CEC via their website (cleanenergycouncil.org.au) — Consumer Support section
• The CEC can investigate whether the retailer has breached the Code
• The CEC can suspend or remove an Approved Retailer who doesn't comply

The CEC complaint process is not a legal or financial remedy — it doesn't award you compensation. It's a reputational and accreditation lever that motivates retailers who want to keep their approved status.

What if the installer isn't a CEC Approved Retailer? This is a gap — non-CEC retailers have no scheme to escalate to. You move directly to Consumer Protection WA (step 3) or the courts.

Step 3: Consumer Protection WA (for misleading conduct + consumer guarantees)

The Australian Consumer Law (ACL), administered in WA by Consumer Protection WA (part of DEMIRS), provides statutory guarantees for services and goods:

• Services must be provided with due care and skill — a faulty or substandard installation is a breach of this guarantee
• Goods must be of acceptable quality and match their description — if panels or inverters were misrepresented (e.g., sold as "Tier 1" when they are not, or with specifications different from what was described), this is an ACL breach
• Misleading representations — exaggerated savings claims or incorrect STC calculations may constitute misleading conduct

Consumer Protection WA contact:

• consumer.protection.wa.gov.au
• Phone: 1300 30 40 54

Consumer Protection WA can mediate disputes, investigate traders, and in serious cases take enforcement action against installers. For individual financial remedies (repair cost, refund, compensation), mediation leads to negotiated outcomes rather than orders.

Step 4: Energy and Water Ombudsman Western Australia (EWOWA)

The Energy and Water Ombudsman WA (EWOWA) handles disputes between energy consumers and energy companies — primarily electricity retailers (Synergy) and network providers (Western Power). EWOWA is relevant for solar disputes where:

• Synergy has incorrectly applied DEBS rates — if your bill shows incorrect export payment rates, EWOWA can investigate
• Western Power refused or delayed your NCN without justification — network connection issues fall under EWOWA's jurisdiction
• Synergy has failed to process your meter upgrade after commissioning — if Synergy delays activating DEBS on a commissioned system, this is an EWOWA matter

EWOWA is NOT the right body for:

• Disputes with your solar installer about installation quality or warranty — that's Consumer Protection WA or courts
• CEC accreditation complaints — that's the CEC

EWOWA contact: ewowa.com.au, phone 1800 754 004 (free call)

Step 5: WA Building and Energy (formerly Department of Energy, Mines, Industry Regulation and Safety)

WA Building and Energy (part of DEMIRS) licenses and regulates electrical contractors in WA. If you believe your solar installation breached the Electricity (Licensing) Regulations 1991 — unsafe work, unlicensed installation, failure to provide documentation — you can lodge a complaint with the Electrical Licensing Board:

• Unsafe wiring or electrical hazards — the ELB can investigate and require rectification
• Work carried out by an unlicensed electrician — this is an offence; report to the ELB
• Failure to provide certificates — installers must provide electrical compliance certificates; failure is a regulatory breach

WA Building and Energy complaints: buildingandenergywa.com.au

Step 6: Small claims and civil courts

For financial losses not resolved through the above processes, civil courts are the ultimate remedy:

• Magistrates Court (WA): Claims up to $75,000. Relatively informal; you can self-represent.
• SAT (State Administrative Tribunal): Building disputes can sometimes be heard at SAT, though SAT's solar jurisdiction is limited.
• ACCC: For large-scale misleading conduct beyond individual disputes, the Australian Competition and Consumer Commission may act where installers have run deceptive marketing campaigns.

Before going to court, obtain an independent report from a CEC-accredited installer or electrical inspector documenting the fault and remediation cost — this strengthens your claim significantly.

Practical timeline for most Perth solar disputes

| Step | When | Expected resolution time | |---|---|---| | Contact installer in writing | Day 1 | 5–10 business days for response | | CEC Approved Retailer complaint | After 10 days without resolution | 2–6 weeks | | Consumer Protection WA mediation | Concurrently or after CEC | 4–12 weeks | | EWOWA (if Synergy/WP issue) | As the relevant network issue arises | 2–6 weeks | | ELB complaint (safety/licensing) | Immediately for safety hazards | Variable | | Magistrates Court | Last resort | 3–12 months |

For most Perth solar disputes, Consumer Protection WA mediation is the most practical route to a financial outcome. The CEC complaint process is effective for motivating approved retailers. EWOWA covers Synergy billing errors and Western Power NCN issues. WA Building and Energy handles unsafe or unlicensed electrical work. Courts are the final backstop when everything else fails.