Understanding New Energy Tech and the NETCC Program
New Energy Tech refers to innovative, small-scale energy solutions designed for residential and small business use. These technologies include systems and products that generate, or store, energy independently of Australia’s main transmission and distribution networks. Additionally, New Energy Tech encompasses distributed energy resources that are connected to energy networks, as well as services closely related to these systems.
Examples of New Energy Tech include solar photovoltaic (PV) systems, energy management products, energy storage solutions, and electric vehicle (EV) charging services.
The New Energy Tech Consumer Code (NETCC) establishes a set of minimum standards for the purchase of New Energy Tech products, systems, and services. The program aims to raise consumer protection standards in the renewable energy sector, strengthen confidence in purchasing these technologies, and foster industry innovation.
NETCC Approved Sellers
Businesses that wish to offer New Energy Tech products and services to residential and small business customers must demonstrate compliance with the NETCC standards. These businesses, known as Approved Sellers, are thoroughly assessed by the Code Administrator to ensure they have the necessary processes and procedures in place to meet the NETCC requirements.RK Solar is proud to be an Approved Seller, committed to upholding the highest standards in delivering innovative solar and energy storage solutions to our customers.
The Clean Energy Council (CEC) has been appointed as the Administrator and Steward of the NETCC program, responsible for overseeing its day-to-day operations. A Code Monitoring and Compliance Panel will also monitor compliance, enforce the standards, and take necessary actions when needed.
To maintain their status, Approved Sellers must continually uphold the NETCC standards in all interactions with consumers. The program is governed by a council composed of representatives from key industry and consumer protection bodies, including the Australian Energy Council, Clean Energy Council, Energy Consumers Australia, Public Interest Advocacy Centre, and Energy Networks Australia.
Consumer Confidence and Protection
Purchasing New Energy Tech products and services can sometimes be a complex process. The NETCC program provides consumers with confidence that they are engaging with businesses that adhere to good practice standards in sales, marketing, clear quotations, contracts, and after-sales service.
Approved Sellers must adhere to these standards, and if a consumer feels that these standards have not been met, the NETCC program provides a structured complaints process. The NETCC Administrator investigates complaints where there is evidence that an Approved Seller has breached the program’s standards. If a complaint is substantiated, the Administrator can take appropriate compliance action.
Where necessary, decisions made by the Administrator can be appealed to the independent Code Monitoring and Compliance Panel.
The Role of the NETCC Program
The NETCC program aims to make the process of purchasing New Energy Tech products and services clearer and more transparent for consumers. By upholding strict standards and offering a dedicated complaints process, the program ensures that consumers can confidently make informed decisions when investing in energy solutions.
Filing a Complaint
If you have an issue with an Approved Seller, you can lodge a complaint through the NETCC program. The process is straightforward –
Is your complaint about an Approved Seller?
Check the Approved Sellers directory to ensure your complaint relates to an approved business. If so, you can continue to the next step.
Have you tried to resolve your dispute with the Approved Seller directly?
Approved Sellers are required to respond to customer complaints promptly and fairly. Many disputes can usually be resolved directly with the seller. If you haven’t approached them yet, we recommend doing that first.
If the company has gone out of business, you may still be able to contact their administrators via the Australian Securities and Investments Commission (ASIC) website, by calling 1300 300 630, or contacting your local Office of Fair Trading.
If you are unable to resolve the issue, or do not wish to contact the seller directly, proceed to the next step.
Is the complaint a breach of our standards?
If your complaint involves a breach of the NETCC standards, the Administrator will investigate the issue and take action against the Approved Seller, if appropriate. You can check a summary of the standards below to see if the issue falls under the NETCC guidelines. If it does not, there are still other organizations that may be able to assist you.
Make a Complaint
If you believe the Approved Seller has not met the standards set out under the NETCC, you can file a complaint through the NETCC website.
Date of Incident
Please note that the NETCC program was authorised to take effect from 1st February 2023. Therefore, incidents that occurred before this date cannot be investigated under the NETCC program as they fall outside of the jurisdiction. This includes events such as the date a contract was accepted or a non-compliant sales activity took place.
If your complaint is about an Approved Seller and falls within the applicable timeframe, the Administrator will assess the situation and take appropriate action, if necessary.
NETCC’s Authorisation by the ACCC
The NETCC program has been authorised by the Australian Competition and Consumer Commission (ACCC), which has granted the program a five-year authorisation. This authorisation highlights the significant role the NETCC plays in enhancing consumer protection within the renewable energy sector.
For more information about the ACCC’s authorisation, visit the ACCC website
Complaints Procedure
Complaints play a vital role in ensuring that Approved Sellers comply with the NETCC and maintain the program’s integrity. The NETCC Administrator investigates complaints where sellers have failed to comply with the program’s standards, taking remedial actions or issuing sanctions when necessary. Suspensions and cancellations of approval may occur following willful, systemic, and repeated non-compliance.
The Complaints Procedure outlines the process by which complaints against Approved Sellers are handled. This procedure ensures that consumers’ concerns are addressed efficiently and fairly while holding sellers accountable for any breaches of the program’s standards.
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