Choosing a solar photovoltaic systems (“PV systems”) is a complicated process with different technology, government incentives, billing options and suitability being considerations the buyer needs to assess. Adding further complication to the buying process, the buyer often has to deal with different people throughout the process- those involved in the sales, installation and post- sales.  This can make it difficult to identify liability and accountability if something goes wrong. In the end, it’s often easier just not to bother.

This should change. Retailers selling PV Systems will now be able to sign up to a new code of conduct setting out standards for marketing and selling PV systems. These standards are in addition to the Australian Standards that already apply to the designers and installers of PV systems, and consumer protection laws.

The purpose of the code is to give consumers confidence, and the information they need, when buying PV systems. Signatories to the code will be required to provide information to consumers to assist them in making decisions when purchasing solar panels even if the best decision for the consumer is not the best for the retailer.

What obligations will the signatories have?

The signatories will:

1. agree not to do or say anything that will mislead the consumer about the price, value or quality of the PV panels or service
2. agree to be ethical in their sales process, in particular not to pressure a potential customer into making a hasty,  ill- informed decision
3. provide a minimum 5 year warranty on the operation and performance of the whole PV system, in addition to the consumer guarantees provided under the Australian Consumer Law
4. agree to comply with all relevant legislation, guidelines and regulations

Making it easy to comply

The Clean Energy Council is responsible for policing compliance with the code.

To make it easier to comply, retailers should implement a compliance program that:

1. sets out the retailer’s obligations under the code, the Australian Consumer Law and other relevant laws
2. identifies the steps that need to be followed to ensure compliance
3. appoint appropriate people to manage those steps
4. train staff in what they need to do, and why.

Developing a process for managing complaints will also help the retailer to be sure that the process is working, that any problems and faults can be quickly dealt with by the appropriate person or company and that their customers are satisfied.

Win:Win

The code should make it easier for consumers to buy the right PV system and gain the most benefit from it.

For retailers, they should gain comfort knowing that compliance with the code will mean consumers will be more ready to buy and refer their friends and that they are able to operate on a more even playing field.