Point To Be Noted – Code Of Conducts

Pre-sale Activities

Customer is well informed with all the information in writing.
2.1.1 Marketing – Advertisements, promotions, quotations, and statement produced must be legal and truthful

Govt incentive truly represented. No misleading information about company or product.

2.1.2 No Sales tactics, Targeting vulnerable consumers, offering inflated price and then offering discount, revisiting consumer uninvited to pressure the consumer to sign, psychological pressure, badgering.
At home visit,
ID must, upfront explaining purpose of visit, leave when ask to and advising them they can terminate within 10 days.

2.1.3 STC must be consistent with Clean Energy regulator wording. STC is a financial incentive and consumer will not qualify for any govt recompensate after STC completion.

2.1.4 – Consumer must get code flyer, process of feedback and complaint and a link to consumer solar PV guide.Electronic link to the flyer.

• Post-sale activities

• To ensure cooling-off periods,
• deposits and refunds are respected,
• opportunity to cancel a contract where changes are made after point of contract that are not approved in
• system that is installed correctly, in accordance with existing legislation, regulations, standards and guidelines.
• To ensure that the consumer is provided with a standard minimum warranty period covering the operation and performance of the entire system, and that the retailer is responsible for addressing any problems relating to workmanship or product that arise during this period.

Point of Contract

Missing PV sell report, with information on system performance guide, tariff etc. Efficiency, tilt degree.

More about the contract terms and conditions, disclosures, target install date, quote valid till date, refund before cooling off.

Receipt of deposit to all customers missing.

Documentation

Documentation after system installation and both consumer and retailers are aware of who is responsible of the provision of the relevant document.

Prior to signing the contract

We are covering all the points, STC part needs to be clear to customer that $40 may not always be guaranteed.

Approval to connect to the electricity grid

We are covering all the point in this section.

If consumer is applying the grid approval and its rejected – as a signatory we are entitled to minus and reasonable expense and then refund the deposit.
if signatory has done the application and its rejected, customer is entitled to a full refund.

Finance and alternative purchasing arrangements

With finance sale, we are covering all the point, cash price in comparison should be advised to the customer as an alternative option.

2.1.22onwards needs Jimi’s help on it.

Cooling-off period

Customer has right to cancel in 10 days cooking off period with a full refund.

If cancelled after 10 days, signatory can apply a reasonable fee under ACL terms.

Refunds

Consumer is entitled to full refunds, if Any change in system design after signing up must be documented and signed off by the customer.

full system design and performance estimate is provided as a deliverable of the contract – customer doesn’t agree, or information was provided after cooling off.

Grid approval not received.

• Additional cost of approval that customer doesn’t agree.
• Extra chargeable work arises.

Post-installation

How to check system performance.

System maintain document and how often should it be done. ( I have revised the document that we were using in the past)

Connection to the electricity grid

Signatory notify the retailer in a timely manner, advise customer on the process as well as when application is submitted.

Advise customer on the time frame, who to contact and any problem they may arise.

Incorrect paperwork must be submitted in a timely manner.

Warranty

A standard minimum retailer’s warranty period of five years1 on the operation and performance of the whole solar PV system, including workmanship and products,

Consumer is entitled to a repair or replacement within timeframe.

Signatory is exempt if force majeure, extreme weather, or possums.

Privacy

use and disclosure of personal information. Without customer consent customer information should not be shared with a third party. If customer consent yes to it they should be given an easy option out  from it.

Documentation

Hard copy or electronic and link should be provided.

Signatories are accountable for the work of their sub-contractors. Other documents required by distributors; signatory must be aware of that.

General Business

Compliance with the law

Signatory must comply with all the state and federal law, including renewable energy target. DNC, Privacy. DNK, no Hawkers.

In-house procedures and complaints handling
Consumer have the right to expect, system works properly, reflect the agreement, and meet the standards.
If consumer is dissatisfied, they can lodge a complaint, complaint can include dissatisfaction of product, services, salesperson, or processing.
Signatory must have a complaint handling process and made it available to consumer and staff.
Signatory must log a complaint and resolve it within reasonable time. Every effort needs to be made to advise complainant of the receipt and expected timeframe.
Feedback must be provided within 21 of days. If more time is required consumer must be advised of it and investigation must be completed in 45 days.
if Consumer is dissatisfied of the outcome, consumer must be provided with the contact details for the escalation internally or of external body.
Signatory must ensure consumers are aware of various avenues available to them, like ombudsman or consumer affairs.
Signatory must maintain a proper record track of the complaint.

Signatory must be able to demonstrate compliance with the code and provide evidence to Code Administrator when suspected breach, like documents, procedure, discussion of standard practise, documents, warranty etc.

Information to be provided to the Code Administrator
In the event of the change in control of Signatory. Code administrator must be notified within 10 days.
Status of signatory cancelled if Code administrator is not satisfied of the change which was not disclosed.
Annual confirmation of compliance with code to reaffirm the signatory ongoing compliance.
Primary contact from Signatory and full up to date details must be provided to the Code of Administrator.
Any change in details or circumstance that may impact Primary contact ability to fulfil the role, Code of Administrator must be informed within 28 days.
A Signatory must inform the Code Administrator, within 10 business days of the Signatory being Notified by the relevant body of receipt of a complaint.
inform code administrator of any breaches by any other signatory.

Records of all relevant business activities and training relating to suspect breach, like complaint handling, training to the employees. Records to be kept for 5 years.

Regular submission to Code Administrator
Number of Complaint received, Nature of Complaints and Number of Complaint resolved.

Information Is used for Audit and Signatory must comply in timely manner with the requests from Code of Administrator.

Training and promotion of the Code
Signatory must ensure consumers are made aware of the Code, promote quote to the consumers and the benefit of it.
advertise latest version of the code on the website or issue a copy to the customer.
ensure consumers are aware of the complaint handling.
Signatory employers and contractors are aware of the code.
For System design and installation, Signatory must employee and contract CEC designer / installer.

Signatories must ensure the safety of their installers, subcontractors and employees.

CODE ADMINISTRATOR AND COMPLIANCE

Code Administration and Code Review Panel
Signatories to this Code are also subject to the Code administration and compliance arrangements.
Role of CEC:
The code is administrator by team of CEC and PV accreditation team manages, PV accreditation team manages program to accredited install and design of PV.
CEC code of conduct team is responsible for managing administration process, monitoring code compliance including Audits and investigating complaints where code is breached.  Decide when the breach have occurred and decide an appropriate action. Enforcing penalties, referring to code review panel and performing clerical function for review panel

The Code Administrator is not a dispute resolution body and will refer consumer to signatory or relevant consumer protection organization.

Role of the Code Review Panel
Management, monitoring and control of the code will be undertaken by Code Review Panel or appointment delegation.
The panel is an independent body (no signatories are part of it) and no conflict of interest. Have no representative, be suitably qualified to judge and be able to hear appeals against Code Administrator.
Have 3 participant that are not signatories “a consumer representative, a PV representative appointment by code Administrator and a Chair with relevant experience and knowledge in consumer law and not employed in PV industry.
Panel members are appointed for 3 years and can be reappointed. Panel or its appointment delegation must judge the case submitted by Code of Administrator, hear the appeal against the ban imposed by code of Administrator and conduct its own enquiry. Panel or its member will follow the panel terms of reference.
Panel and its appointed members will meet regularly to review the code, policies etc.
Panel decision is the last and Final decision and cannot be reviewed.

Consumer disputes
Code administrator will not resolve any dispute between consumer and signatory.
Consumer who wishes to make a complaint should reach signatory first. Signatory should have a fair and transparent complaint handling process.
if consumer is not happy with the outcome from signatory, then consumer can take the matter to consumer protection body like fair trading etc
Consumers are encouraged to inform the Code Administrator of any behaviour which may be in breach of the Code, this can be done via phone or online dispute form.

Compliance and auditing
Code administrator has put process in place to make sure signatories are following the code and not breaching any laws.Code Administrator will conduct audit and will carry out monitoring by
mystery shopping
compliance check
assessing feedback from consumers
assessing complaint received.
using information received from media, signatory, or other resources.

Breaches of the Code
Code Administrator will investigate any breaches raised by self-reported signatory, consumer via dispute form or any other body filled the dispute form or via audit etc
code administrator will follow their complaint procedure and will contact signatory of the breach reported and will allow 21 days for the response with its comments and evidence.
if a Breach has occurred, code administrator will either allocate a sanction or provide the case along with documents to Code Review Panel. If Code Administrator is solely looking after the breach, signatory can make appeal to Code Review Panel.
if a breach is referred, Code review panel will then determine if a breach has occurred and the action against signatory if proven. Code Review Panel decisions are final, all the parties involved will be notified of the outcome.

Breach matrix
Severity of the breached is determine.

Refer to table in the code.

Sanction

Refer to table in the code

ACTIONS FOR ISOLUX

• ON WEBSITE, PRODUCT WARRANTY, DATASHEETS, WIFI SET UP
• ON WEBSITE, COMPLAINT REGISTRATION/INFORMATION
• ON WEBSITE, LINK TO CONSUMER AFFIARS ETC DETAILS
• ON WEBSITE, LINK/DOCUMENT OF CODE OF RETAILER/ CEC CONSUMER GUIDE
• IN CRM – QUOTATION TO SHOW SYSTEM PERFORMANCE/SAVINGS
• IN CRM – AGREEMENT INCLUDE, SYSTEM PERFORMANCE/SAVINGS/RETURN OF INVESTMENT
• IN CRM – AGREEMENT TO HAVE TERMS & CONDITIONS SPECIFIC ABOUT STC
• IN CRM – AGREEMENT TO HAVE SYSTEM DESIGN THAT CUSTOMER AGREES ON
• ALONG WITH AGREEMENT – A DISCLAIMER ABOUT CHANGE IN SYSTEM DESIGN ON THE DAY OF INSTALL, PRODUCT LINE CHANGE IF NOT AVAILABLE , TO A BETTER OR EQUAL RANGE, CHANGE IN TERRIFF AFTER SOLAR INSTALL
• ADMIN TO ISSUE DEPOSIT RECEIPT TO ALL CUSTOMERS
• ADMIN TO UPDATE POST INSTALL DOCUMENTATION
• INSTALLER TO START SUBMITTING TEST/COMMISSING REPORT
• A WRITTEN CONSENT FORM FOR THE INSTALLER TO SIGN FROM THE CUSTOMER IN THE EVENT OF CHANGE IN ROOF DESIGN
• SUPPORTING DOCUMENT FOR APPLICATION
  Standard document – quotes, contracts,
  provide declaration relating to company history and key stakeholder
  submit integrity/financial check using an external agency.

We would like to visit invite our parents to Australia as its been almost 4 years since they cam to visit us. Also since Covid19 hit Australia and India we couldn’t visit them too. To have emotional support and metal support we would like to see our parents and our kids are looking forward have love and care from grand parents too.