Solar Victoria continues to enforce industry standards for consumers purchasing energy-efficient hot water systems and heat pumps under its flagship Solar Homes program.
Victoria has seen rapid growth in hot water heat pump installations across the state, which aligns with an increase in installations under the Solar Homes program.
While most 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 takes a rigorous approach to safety, quality and standards under the Solar Homes program. This includes data analysis across thousands of transactions and extensive annual auditing of Solar Homes installations,” Director of Risk, Assurance and Standards at Solar Victoria, Ben Wright, said.
Solar Victoria’s incentives are applied as a co-payment after the retailer has included all other incentives and discounts. Solar Victoria reviews invoices provided by retailers to ensure our incentives are applied after all discounts are incorporated into the final purchase price.
Retailers must meet high standards across sales and marketing, quotes and contracts, delivery and installation, and warranties and support. Solar Victoria undertakes thorough audit plans to ensure all safety standards are met.
“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,” Mr Wright said.
Solar Victoria’s audit plans strongly 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 improve industry standards and practices. Non—compliance results in a warning notice, followed by removal or suspension from our program.
“Any retailer found to be providing irregular or misleading invoices is risking their ongoing participation within the Solar Homes Program and may face legal action,” Mr Wright said.
This further supports other consumer protections Solar Victoria has introduced. In September 2021, a ban on door-to-door sales of all solar products was implemented, and a ban on telemarketing came into effect in 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.
