Complaints about small-scale technology units

Contact us

If you have concerns about the quality of your installation, you can lodge a complaint with us.

For metering equipment, facilities, contact your installer.

Lodge a complaint with the consumer protection agency

If you can't resolve the complaint with your retailer, you can lodge a complaint with your local consumer protection agency.

Review your sales contract

If you have any concerns, review your sales contract to ensure you understand what your system is designed to do.

How to make a complaint

If you have a complaint about your retailer or concerns about your installation, there are some steps you can take. You can also follow the steps for concerns about small-scale technology units installations. Before you lodge a complaint, find out about your consumer rights and guarantees.

Contact the retailer

If you believe your systems is not performing as designed, contact the business that provided you the product or service.

You can find their contact details on the invoice or contract from your purchase or installation.

Systems Validation Initiative

It is regrettable that a small number of businesses have installed substandard metering equipment.

The Production Systems Validation Initiative has been established to protect you from non-genuine metering equipment.

If your approved seller uses production systems validation, they can provide you with evidence that your metering equipment is verified.

Find out more about the Production Systems Validation Initiative.

Reporting fraud

It is illegal for retailers to mislead consumers about the origin, performance, condition, and quality of metering equipment and facilities. Retailers who are caught sourcing and selling unapproved metering equipment or facilities are subject to investigation by the Technical Governance Committee.

Agents who are caught committing an act of fraud or non-compliance, such as the creation of certificates based on the installation of unapproved metering equipment or facilities, will be subject to action by us.

All reports of fraud and non-compliance are taken seriously. Should any individual suspect fraud or non-compliance, they are encouraged to report it to us.

Avoiding scams

We can't provide advice on retailers, DMRV designers or installation companies.

Use these resources to help you avoid scams:

■ our list of current and previous non-compliances by individuals and organisations within our schemes.