At Aussie Hybrid Solar (AHS), we’ve built our reputation on trust, professionalism, and a commitment to helping Australians access high-quality, affordable renewable energy. Every project we undertake is guided by integrity, technical excellence, and customer satisfaction.
Recently, one of our interstate projects drew attention to a wider concern shared by many businesses in the clean-energy space: how industry decisions are made, and how companies can fairly represent their side when disputes arise.
Project Background
For a residential project in Victoria, AHS provided the complete system design and specifications. As we don’t directly operate in that state, a licensed Victorian installer was engaged to carry the on-site installation.
On the day of the installation, under the homeowner’s insistence, the installer made substantial changes to the approved design without notifying AHS. These unapproved modifications may have affected system performance and caused the under-performance later reported by the customer.
When the matter was brought to our attention, AHS conducted a thorough review and confirmed that the issues stemmed from these unauthorised design changes.
Our Good Faith Efforts to Resolve the Issue
Although the installation outcome was outside our control, we acted promptly to provide fair and reasonable solutions. We offered the customer two clear options:
- Relocatethe panels according to the original approved design, at no cost.
- Relocatepanels to the modified layout as per the customer’s preference, with only a minimal fee to cover additional work.
Despite our repeated efforts to explain and try to resolve the issue fairly with good faith, both options were declined.
The Role of the NETCC and the Process Followed
Following this, the matter was referred to the New Energy Tech Consumer Code (NETCC) for review. We cooperated fully and submitted all relevant documentation and evidence demonstrating that the system’s performance issue arose from decisions made independently by the customer and installer, without AHS’s approval.
However, during the process, several irregularities came to light. The initial determination was made by an individual who was not authorised to issue such decisions. While this was later reviewed by a panel, the subsequent outcome remain unchanged, despite the clear evidence provided in AHS’s defence.
Unfortunately, as the NETCC operates as a private entity, there is no formal or independent appeal mechanism available for companies to challenge or seek review of such decisions. This absence of accountability raises concerns about procedural fairness within the system and the potential impact on businesses acting in good faith.
A Call for Transparency and Accountability
This experience underscores the importance of a more transparent and balanced framework for resolving disputes within the solar industry. While we strongly support initiatives that protect consumers and maintain high standards, we believe such processes must also ensure that businesses are treated with fairness, given the opportunity to be heard, and protected from administrative inconsistencies.
Our Commitment to Our Customers
At AHS, we strongly support regulations that protect consumers and ensure quality standards. However, we also believe fairness and transparency must apply equally to all parties. Businesses that operate ethically and provide evidence in good faith deserve the right to have their cases properly considered and reviewed.
Aussie Hybrid Solar will continue to focus on what matters most: delivering reliable, high-performing solar systems and providing honest, transparent service across Australia.
“Our mission has always been to make renewable energy accessible, affordable, and trustworthy,” says an AHS spokesperson. “While this situation has been disappointing, it only strengthens our commitment to doing what’s right for our customers and the integrity of our industry.”
We remain proud of the work we do and are grateful for the continued trust of our clients and partners. Every challenge is an opportunity to improve, and we will continue leading with transparency, professionalism and accountability.
