Warranty Policy – Solar

Purpose

In order to achieve warranty compliance according to industry standards and Solar Retailer Code of Conduct throughout our operations, this policy and subsequent procedures establishes our commitment to accountability and assurance throughout management of operations.

Scope

The Solar Retailer Code of Conduct clarifies the standards of processes that are expected of retailers in regard to warranty duties. It gives guidance in areas where retailers need to make decisions regarding warranty.

We are committed to the highest standards of conduct in solar PV systems. To meet this commitment, we have issued this Warranty Policy to cover our operations and to more closely align our conduct with the industry standards.

We provide a standard minimum retailer’s warranty period of five years, on the operation and performance of the whole PV system including workmanship and products. 

                a)     Our warranty exists over and above the consumer’s rights under consumer guarantees in ACL. 

                b)     The consumer is entitled to claim a remedy if the goods or services do not meet a consumer guarantee or retailer’s warranty.

                                                       II.            The consumer is not entitled to a remedy when we do not meet a consumer guarantee (statutory and retailer’s warranty) due to something:

                                                                                      i.            someone else said or did (excluding the Signatory’s agents or employees); or

                                                                                     ii.            beyond human control that happened after the goods or services were supplied.

You, the consumer, will not be entitled to a claim and the guarantee will not apply if:

a)     the fault or defect is not notified to us within the Guarantee Period; or

b)     the fault or defect is a result of:                  

                         I.           something beyond human control that occurred after installation, e.g., an extreme weather event, possums;

                                                   II.         the System being misused, abused, neglected or damaged after installation; 

                                                   III.     the System being repaired, modified,
reinstalled or repositioned by anyone other than a service technician approved
by us in writing.

Any further consumer complaints will be handled in a professional and ethical manner and out procedure is set out in our Complaints Policy.