Name: NETCC
Price range: $

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Getting started

If the business name is not listed, the business may no longer be in the NETCC program. Click here for more information on how you can escalate your complaint.

Enter the registered business name (trading name) of the Seller

Begin typing the name of the Approved Seller

Check this box if you were unable to find the Seller using their registered business name and wish to search their entity name.

As defined by the Australian Securities and Investments Commission (ASIC), the entity name is the official legal name of that person or organisation holding rights and obligations, as opposed to a separate brand or trading name.

Enter the entity name of the Seller

Have you lodged a claim with a Tribunal or Court?

YesNo

Note : Uploads are limited to a maximum of 25 MB in total.

Please provide further details regarding the claim lodged with a tribunal or a court and attach any supporting evidence.

Supporting Evidence

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.

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

Enter your phone number without spaces or special characters

Postal Address

Address Line 1

Street Type

Suburb

State

Postcode

What is your preferred method of contact?

Do you have a disability?

Gender

I Use a Different Term

Do you identify as Aboriginal or Torres Strait Islander?

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

By submitting this form, I consent to the collection, use, and disclosure of my personal information to relevant third parties where necessary for the purpose of investigating and resolving my complaint. I understand that this may include sharing details of my complaint personal information and supporting evidence with the Approved Seller or other relevant authorities. I understand that the Administrator may not be able to investigate my complaint without this consent.

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 note: Uploads are limited to a maximum of 25 MB in total.

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 Administrator's jurisdiction. This is a civil matter and may need to be resolved in court. If the damage is due to technical non-compliance with a 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 retailer's 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.

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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NETCC Complaints Form

Consent