Retailer cops ban over “irregularities” in heat pump hot water sales

Victoria’s government-run sustainability and renewable energy program operator Solar Victoria has expelled an unnamed retailer from the program after invoicing irregularities were discovered.

Since launching in 2018, Solar Victoria’s programs have helped support the installation of over 350,000 solar panel, battery, and hot water systems in Victorian households.

As part of its regular review of all invoices provided by retailers, which ensures incentives are applied after all discounts are incorporated into the final purchase price, Solar Victoria recently discovered irregularities in invoices provided to Solar Victoria from a retailer of energy-efficient hot water heat pump systems.

According to Solar Victoria, the retailer was immediately cancelled from the program.

The announcement – which avoided giving any specifics, but is obviously intended to serve as a warning to other retailers – highlighted Solar Victoria’s existing audit plans and its review of all invoices.

“Retailers are required to meet high standards across sales and marketing, quotes and contracts, delivery and installation, and warranties and support,” Solar Victoria said.

“To ensure all safety standards are met, Solar Victoria undertakes thorough audit plans.”

Designed to protect consumers, Solar Victoria’s audit plans cover labour, installations, claims, as well as an analysis of transactions and interactions with customers.

“Solar Victoria takes a rigorous approach to safety, quality and standards under the Solar Homes program,” said Ben Wright, director of risk, assurance, and standards at Solar Victoria.

“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.”

A list of Authorised retailers can be found at solar.vic.gov.au/retailers.