We purchased solar panels and had them installed in June 2021. The solar inverter unit failed on 5 October 2021 3 months

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Customer: We purchased solar panels and had them installed in June 2021. The solar inverter unit failed on 5 October 2021 3 months after the unit was inspected and approved by VicSolar and the supplier/installer has failed to correct the problem almost 6 weeks later. In the meantime we are back paying high power bills plus repaying the Viv Govt loan at $38 / month. The warranty for the solar unit is for 10 years and the supply company "The Solar Electrician" and their subcontractors have not fixed the problem after being advised of the problem 6 weeks ago. As pensioners we got hhe solar panels to reduce our monthly outgoings and now are back where we started with an additional $38/month payment for the units that do not work. Can you advise what we should do>
JA: Because consumer protection law varies from place to place, can you tell me what state this is in?
Customer: Victoria
JA: Have you contacted the seller or manufacturer?
Customer: The seller and his installers who claim to cover all of Victoria. We are in Traralgon Gippsland.
JA: Is there anything else the Lawyer should know before I connect you? Rest assured that they'll be able to help you.
Customer: Just we are frustrated with the delay that was intially put down to Covid lockdown, as we are outside of the Melbourne area.

Answered by John Melis in 3 mins 1 year ago

John Melis

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John Melis, Expert

Hi! My name is***** a solicitor in Australia, and I’m happy to help you.
There are three steps you may take.

1. issue a formal complaint in writing to the other party, and if they refuse to respond, then follow step two;

2. Where the company has declined to assist you, the next step is to write a formal complaint to the ombudsman, but this can be a lengthy process. If you are not able to wait out the time, you can follow step 3.

3. You will have a claim under the Australian Consumer Law based on the facts that you have described, and you will be able to claim compensation.

The other party has several options to provide, including repairing, replacing, refunding, and compensating you.

Customer

Thankyou. I will follow your instructions and see what happens. I have already sent an email to the The Solar Electrician company and their reoply was call a retailer, and then to call the saleman we dealt with. He has had the installer call me but coul;d not fix the problem without having an electrician come and do some measurements on the installation,. Thnis has not happened in the 6 weeks I have been waiting.

Customer

I will try calling the supplier first. Thaks for your help. If I do not get any satisfaction I will call you. Regards ***** *****

John Melis, Expert

It was my pleasure to help you today, and I thank you for chatting with me.

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