Solar and battery complaints more than doubled in early 2026. What customers complain about and a customer process that keeps waiting buyers informed.
Key takeaways
- Complaints rose sharply with the battery rollout, and delays after deposits are a leading cause.
- Most delay complaints start as silence. Scheduled, honest updates prevent them.
- Written quotes, clear lead times and complete STC records protect both the customer and your claims.
- Ask for reviews only once the system is running and the customer is happy.
How fast are solar and battery complaints growing in 2026?
Fast. Solar battery complaints 2026 figures from the ACCC showed a 107 percent rise in the March quarter compared with the same quarter a year earlier, as reported by RenewEconomy on 10 July 2026.
The ombudsman data points the same way. The Energy and Water Ombudsman NSW recorded 911 complaints in January to March 2026 that involved consumer energy resources, and said these had increased significantly.
Volume explains part of it. The Clean Energy Council counted 276,011 home batteries installed in the first half of 2026, up 52 percent on the previous half (pv magazine, 29 September 2026). More installs means more chances for things to go wrong.
What do customers complain about most?
The ACCC’s main themes for solar installer customer complaints were:
- Misleading advice, including systems sized larger than the household needs.
- Long delays after a deposit is paid.
- Systems not performing as the customer expected.
- Being locked into a virtual power plant without understanding the terms.
Two of the four are about what was said before the sale. One is about what happened, or did not happen, while the customer waited. Those are process problems a small business can fix.
What does the New Energy Tech Consumer Code require from Approved Sellers?
The New Energy Tech Consumer Code sets standards for how solar and battery businesses sell, contract and support customers. It covers marketing, quotes, contracts, cooling-off, finance, installation and complaints handling.
Signing up is voluntary in most states, but Victoria requires retailers in the Solar Homes program to hold Approved Seller status (Solar Victoria). Check the code administrator’s current requirements and fees before you apply, as the code was under review by the ACCC in 2025 and 2026.
Whether or not you sign, the code is a good checklist for your own process: clear written quotes, honest timeframes, a fair cooling-off period and a documented way to handle complaints.
How do you keep customers updated when installs are weeks away?
Installers reported lead times of eight to ten weeks during the 2026 battery rush (ecogeneration). Long waits are not the problem on their own. Silence is.
A simple rhythm for install delays customer updates:
- At deposit: a written confirmation with the expected install window and what could move it.
- When the date is set: a confirmation with the date, the crew arrival window and what the customer needs to do.
- Every two weeks while waiting: a short note, even if nothing has changed.
- If the date moves: tell them the same day, with the new date and the reason.
- Two days before: a reminder with access and switchboard instructions.
Each of these can be a template in your CRM, sent automatically from the job’s stage. Your office stops fielding “when are you coming” calls, and the customer never wonders whether you have their money and forgot them.
How do photo and paperwork records protect your STC claims?
The Clean Energy Regulator requires geotagged, timestamped photos of critical labelling on the meter box, the switchboard and the battery, and says missing evidence can delay or stop a claim (Clean Energy Regulator, updated 31 July 2026).
Good STC photo evidence protects you twice. It keeps your certificates moving, which matters when clearing house waits stretch for weeks. It also gives you a clear record if a customer later disputes what was installed.
Make the photo list part of the job, not a memory test. A checklist on the job record, ticked off before the crew leaves site, closes the gap.
How do review requests rebuild trust after the job?
Homeowners read reviews before they call. When complaints are in the news, a steady record of recent, genuine reviews is one of the few signals a buyer can check quickly.
Ask at the right moment: once the system is commissioned, the customer has seen it working and any issues are resolved. Send one polite request with a direct link, and one reminder at most. Never offer a discount or gift for a positive review.
Getting more Google reviews solar business owners can rely on is mostly about consistency. A review request that goes out automatically from the job’s “installed” stage asks every happy customer, not just the ones someone remembered.
Who builds this for solar installers?
Launch Your Dream, by Sharktech Global, builds LYD Solar Suite, solar installer software that covers enquiries, quote follow-up, customer updates and review requests in one system. It is up and running within 7 working days of receiving your onboarding details. Open the live demo or book a free 30 minute discovery call.
General information only, not legal advice. Check the Clean Energy Regulator, Solar Victoria and the code administrator for current requirements.
Common questions
- What do solar and battery customers complain about most?
- The ACCC's 2026 themes were misleading advice, including oversized systems, long delays after a deposit, performance problems and being locked into a virtual power plant.
- Do I need to be an Approved Seller under the New Energy Tech Consumer Code?
- It is voluntary in most of Australia, but Victoria requires Approved Seller status for retailers in the Solar Homes program. Many installers sign up to show buyers a recognised standard.
- What photos does the Clean Energy Regulator need for battery claims?
- Geotagged, timestamped photos of critical labelling on the meter box, the switchboard and the battery. Missing photos can delay or stop a claim.
- How often should I update a customer waiting for an install?
- There is no set rule. A short update whenever the date is confirmed or changes, plus a check-in every couple of weeks during a long wait, prevents most chasing calls.
- Can review requests help after a complaint?
- Only after the problem is fixed. Ask for a review once the system is running and the customer is satisfied, and never offer anything in return for a positive review.