Warranty & Dispute Policy

Warranty and Dispute Policy

Our products come with guarantees that are protected by Australian Consumer Law. You are entitled to a replacement or a refund if there is a major problem, and you can be compensated for other foreseeable losses or damages. You can also request to have your goods repaired or replaced if they don’t meet the quality standards and the issue is not a major failure. Further information about your rights as a consumer can be found at www.accc.gov.au/consumers.

When you purchase a product from Advantage Solar, you can rest assured that they are acting on behalf of the manufacturer to ensure that any faulty goods are replaced promptly and efficiently. This process is designed to streamline the replacement process under the Manufacturer’s Warranty, and it does not exclude any consumer guarantees that are defi ned by law. However, if Advantage Solar is not contactable or is no longer in business, you should contact the manufacturer directly to arrange for a replacement or a refund. It’s always a good idea to keep your proof of purchase handy, as this will speed up the process of resolving any issues that may arise with your product. The Manufacturer’s Warranty for your new product(s) are valid from the date of installation. The warranty period can be found within the product brochure provided.

To resolve any issues, you may have with your products or installation please follow these steps:

  1. Do not destroy, modify, remove the product from the premises or attempt to handle a live circuit at any time. Advantage Solar will collect the faulty product from the premises. If the fault has caused an emergency, call 000.
  2. Do not attempt to use the product until such a time that it is replaced or is otherwise deemed safe to use.
  3. You can contact us using one of the following methods:
    • By phone: Call our customer service team on 1300 449 873
    • By email: Send an email to support@advantagesolar.com.au
    • In writing: Send a letter to Advantage Solar – 79 Rokeby St, Collingwood VIC 3066
  4. State that you are an existing customer who wishes to make a claim under warranty. You will be asked to provide some details regarding the installation (Job Reference, Address or Name) so your installation can be located on our database, as well as the best means to contact you.

Once the above is completed, a time and date will be arranged for an installation team to inspect and replace your faulty product.

Have another issue?

At Advantage Solar, we are committed to providing our customers with the highest level of service. We understand that sometimes things may not go as expected, and if you have any concerns about the conduct of our company, we want to know about it. That is why we have an internal dispute resolution process in place to handle any complaints you may have.

What is the Internal Dispute Resolution process?

Our internal dispute resolution process is designed to handle any complaints related to the carrying out of a regulated action (lead generation, marketing & installation), the scheduling of a prescribed activity, or the creation of certificates for the prescribed activity. The process is accessible to our customers, and we will acknowledge your complaint within five business days of receiving it. We will take all reasonable steps to complete the process within 20 business days.

How to make a complaint

If you have a complaint, please contact us using one of the following methods:

  • By phone: Call our customer service team on (03) 9070 0707
  • By email: Send an email to support@advantagesolar.com.au
  • In writing: Send a letter to Advantage Solar – 79 Rokeby St, Collingwood VIC 3066

When making a complaint, please provide us with as much information as possible about the issue, including any relevant documentation. We will then begin our investigation into the matter.

What happens next?

Once we have received your complaint, we will investigate the matter and provide you with a written response. Our response will outline the results of our investigation and any action we plan to take to resolve the matter.

Rectification Arrangements

If there are any issues with the installation that do not comply with standards, we will rectify them within 14 days. If we can’t fix the issue within this timeframe, we will hire a third party to correct it at no cost to you.

Repair Arrangements

For any defects or malfunctions in the installed products, you can report the issue through our customer service channels. We will acknowledge your request within 5 business days and aim to complete the repair within 20 business days. Qualified technicians will ensure high-quality repairs.

Replacement Arrangements

If a product is beyond repair, we will replace it. After assessing the defect, a new product will be installed at no cost to you, and we will inform you of the timeline to minimise disruption.

Refund Arrangements

If rectification, repair, or replacement is not satisfactory, you may request a refund. Contact our customer service team, and if approved, we will process the refund within 14 days. The process is transparent, and you will receive a detailed explanation.

External Dispute Resolution

If you are not satisfied with our response, or if we are unable to resolve the matter to your satisfaction, we will provide you with information about external dispute resolution processes that may be available to you. This includes providing information about the ESC dispute resolution and support services, the Consumer Affairs Victoria website, and any other external dispute resolution processes that may be available.

External Contacts

For issues relating to false or misleading claims, telemarketing, or door-knocking conduct, contact Consumer Affairs Victoria:

To sign up to the Do Not Call register (which makes it illegal for any non-exempt telemarketers, Australian or overseas, to contact you:

New Energy Tech Consumer Code (NECC)
Role: Consumer protection standards for solar, battery storage, EV chargers and more
Phone: 03 9929 4195
Website: www.newenergytech.org.au/contact
Email: info@newenergytech.org.au

For state specific issues:

Victoria (VIC)

Essential Services Commission (ESC)
Role: Regulates energy services including solar installations.
Website: www.esc.vic.gov.au
Phone: 1300 664 969
Email: info@esc.vic.gov.au

Energy Safe Victoria (ESV)
Role: Regulates electrical and gas safety including installations of EV chargers and solar.
Website: www.esv.vic.gov.au
Phone: 1800 800 158
Email: info@esv.vic.gov.au

New South Wales (NSW)

NSW Fair Trading
Role: Consumer protection and licensing for renewable energy installations.
Website: www.fairtrading.nsw.gov.au
Phone: 13 32 20
Email: contact@customerservice.nsw.gov.au

NSW Department of Planning, Industry and Environment (DPIE) – Energy Division
Role: Manages energy regulation for solar systems and heat pumps.
Website: www.energy.nsw.gov.au
Phone: 1300 136 888
Email: info@energy.nsw.gov.au

South Australia (SA)

Office of the Technical Regulator (OTR)
Role: Ensures the safety and technical compliance of electrical installations.
Website: www.sa.gov.au/topics/energy-and-environment/electrical-gas-and-plumbing-safety
Phone: 1300 760 311
Email: dpti.otr@sa.gov.au

South Australian Energy and Water Ombudsman (EWO SA)
Role: Manages disputes related to energy services.
Website: ewosa.com.au
Phone: 1800 665 565
Email: contact@ewosa.com.au

Western Australia (WA)

Building and Energy (Department of Mines, Industry Regulation and Safety)
Role: Oversees electrical and energy safety for installations like solar and EV chargers.
Website: www.commerce.wa.gov.au/building-and-energy
Phone: 1300 489 099
Email: energylicensing@dmirs.wa.gov.au

Energy and Water Ombudsman Western Australia
Role: Handles energy-related disputes.
Website: www.ombudsman.wa.gov.au
Phone: 1800 754 004
Email: energyandwater@ombudsman.wa.gov.au

Tasmania (TAS)

Office of the Tasmanian Economic Regulator (OTTER)
Role: Regulates energy services including solar systems.
Website: www.economicregulator.tas.gov.au
Phone: 03 6166 4422
Email: office@economicregulator.tas.gov.au

WorkSafe Tasmania
Role: Electrical safety and installation regulation.
Website: www.worksafe.tas.gov.au
Phone: 1300 366 322
Email: worksafe@justice.tas.gov.au

We value your feedback and appreciate the opportunity to resolve any concerns you may have. If you have any questions about our internal dispute resolution process, please do not hesitate to contact us.