Solar Victoria enforcing consumer protections for energy-efficient hot water system installations

Victoria has seen rapid growth in hot water heat pump installations across the state, in line with an increase in installations under the Solar Homes program.

While the majority of retailers and installers comply with Solar Victoria’s Retailer Terms and Conditions, a recent investigation discovered irregularities in invoices provided to Solar Victoria from a retailer who has now been cancelled from the program. Retailers found to have engaged in this practice have been suspended or cancelled from the Solar Homes program.

Solar Victoria’s incentives are applied as a co-payment after all other incentives and discounts have been included by the retailer. Solar Victoria reviews invoices provided by retailers to ensure our incentives are applied after all discounts are incorporated into the final purchase price.

Retailers are required to meet high standards across sales and marketing, quotes and contracts, delivery and installation, and warranties and support. To ensure all safety standards are met, Solar Victoria undertakes thorough audit plans.

Solar Victoria’s audit plans have a strong focus on consumer protections in line with industry and safety standards. Our audit plans cover labour, installations, claims and an analysis of transactions and interactions with customers.

Solar Victoria regularly communicates with industry bodies to uplift industry standards and practices. Non-compliance results in a warning notice, followed by removal or suspension from our program.

This further supports other consumer protections Solar Victoria has introduced. In September 2021 a ban was implemented on door-to-door sales of all solar products, and a ban on telemarketing came into effect from May 2024 to protect Victorians from nuisance marketing practices.

A list of Authorised retailers can be found at solar.vic.gov.au/retailers. This list is updated weekly.

Quotes attributable to Ben Wright, Director Risk, Assurance and Standards, Solar Victoria:

“Solar Victoria takes a rigorous approach to safety, quality and standards under the Solar Homes program. This includes data analysis across thousands of transactions and extensive auditing of Solar Homes installations each year. "

“All Solar Homes Program retailers must accept our terms and conditions, meet strict requirements, and uphold consumer protections. This includes complying with all laws when publicising incentives under our program. They cannot make false and misleading representations.”

“Any retailer found to be providing irregular or misleading invoices are risking their ongoing participation within the Solar Homes Program and may face legal action.”