New Energy Tech Consumer Code

Overview & Scope

The Code sets good-practice standards for any business supplying "New Energy Tech" to residential customers and small businesses (fewer than 20 employees). New Energy Tech covers things like solar panel systems, home batteries, EV chargers, heat pumps, home energy management systems, virtual power plants and Power Purchase Agreements — essentially, the products and services Supply Solar provides.

The Code exists to raise consumer protection standards across the industry, build trust in new energy technology, and encourage genuine innovation and choice. It sits alongside — and doesn't replace — your existing rights under the Australian Consumer Law.

Our key commitments to you

• Give you clear, accurate and relevant information so you can make an informed choice
• Make sure you're aware of your rights under the law and under this Code
• Keep our sales practices responsible and pressure-free
• Only offer products, systems and services that are genuinely fit for your needs
• Train our staff and contractors so they consistently meet legal and Code requirements
• Respond promptly and fairly if you ever need to raise a complaint

Advertising & Promotion

Every advertisement or promotional claim we make — online, in print, or in person — will be honest, accurate and clear. In practice, that means:

• We represent all government and non-government rebates or incentives accurately, and never imply a false government affiliation
• We don't exaggerate price, output, capacity or performance, or cherry-pick figures to mislead
• We use plain language and avoid burying disclaimers in fine print
• We advertise the total price as prominently as any individual component of it
• Any savings or performance claims we make are reasonably based, and sourced from reputable data where available
• We keep our advertising current and remove offers or incentives that are no longer available

Direct Marketing & Sales

When we contact you directly — by phone, in person, or online — we will:

• Explain upfront why we're contacting you, and stop immediately if you ask us to
• Show company identification for any in-person contact
• Provide our office address, email and phone number for follow-up queries
• Give you the Administrator-approved Consumer Information Product explaining your rights (in hard copy if you request it)

We never use high-pressure sales tactics. That includes not selling to someone who's unlikely to understand the offer (due to language, age or a disability), not claiming fake "special" discounts, not using emotional pressure to force a quick decision, and not badgering you with repeat visits or calls. If we become aware you may be in a vulnerable situation — illness, financial stress, or similar — we take extra care throughout our dealings with you.

Fit For Purpose

Before we recommend anything, we ask about your circumstances, needs and expectations — including whether you want to stay connected to the grid, go off-grid, or participate in things like virtual power plants. If you tell us you need power for medical or life-support equipment, we'll flag any additional risks and make sure our system suits that need. If we offer a system that isn't fully fit for your stated purpose, we'll say so clearly, in writing, before you sign anything.

Quoting

Every written quote from Supply Solar includes:

• Our full business name, ABN, address and contact details
• An itemised list of equipment — manufacturer, model, quantity and configuration — or, for services, their nature, frequency and duration
• How the system works, and any limitations relevant to you (for example, if a battery doesn't provide blackout back-up)
• A performance estimate based on reasonable, reputable assumptions
• Our installation timeframe, and anything outside our control that could delay it
• Full payment terms and a deposit amount (if any), with pricing held valid for at least 10 business days
• Warranty details — including confirmation that your Australian Consumer Law guarantees apply on top of, not instead of, our warranty
• Expected product lifespan and end-of-life disposal information
• Your cooling-off and termination rights, shown clearly on the front page
• Our relevant licences, accreditations and confirmation that we're bound by this Code

If your quote involves a Power Purchase Agreement, we'll clearly set out the energy pricing, any rights we have to change it, a reasonable estimate of total cost over the term, and a statement that this may not always beat standard grid pricing. If we ever claim you're likely to get a strong return on investment, we back that with a written ROI calculation based on our stated assumptions — and we make clear it's an estimate, not a guarantee.

Where your installation needs a custom design, we provide a site-specific layout and performance estimate — either as part of the quote, or as a paid, non-refundable design step before you commit to a contract, with no obligation to proceed afterward.

Contracts

If you decide to go ahead, your contract will be written in plain language, in legible print, and will cover everything your quote did — plus:

• Our written undertaking to comply with this Code
• A minimum supplier warranty period meeting the Administrator's standards
• How to make a complaint, and your escalation options
• Any relevant Consumer Information Product
• Your 10-business-day cooling-off rights, shown prominently, if the sale was unsolicited

We won't require you to buy energy or services from another supplier as a condition of your contract, except where the law specifically allows it and we've explained this clearly. Before you sign, we walk you through anything that could cause confusion later — additional fees, early termination costs, or any gap between a verbal quote and the final price.

Payment & Finance

You'll always get a receipt for any deposit or payment. If we offer deferred payment or financing, we make sure it's through a properly licensed credit provider, that the loan term doesn't outlast the expected life of your system, and that you're given clear information on the credit provider's name, the total cost compared to paying upfront, all fees and charges, and what (if anything) you own at the end of the term. Progressive instalments over 6 months or less, with no interest or added fees, don't require this additional finance disclosure.

If we're on a Power Purchase Agreement with you and you tell us you're facing financial hardship, we commit to helping — including pointing you to government assistance and offering a payment plan.

Delivery, Installation & Safety

We deliver and install within the timeframe in your contract, unless a delay is due to something we flagged as outside our control upfront. All installation work follows applicable safety standards, manufacturer specifications, Australian Standards and Energy Network rules, carried out by trained, competent installers holding any required licence or certification.

Activation & Operating Information

If you ask us to handle your Energy Network connection approval, we won't switch anything on until that approval comes through, we'll refund you in full if it's refused, and we'll keep you updated at every step. If you're handling the approval yourself, we'll clearly explain the process, timeframes, forms and who to contact if problems come up.

Before your system is activated, we give you comprehensive information on how to operate, maintain and get the most out of it — written instructions, a demonstration, monitoring access, or regular performance reports, depending on what's appropriate to the technology.

Performance & Warranty

Your New Energy Tech should meet your reasonable expectations: perform as specified, meet the agreed contract terms, stay secure if it uses internet-connected technology, and be delivered with due care and skill throughout. If we ever discover something we supplied is defective or unsafe, we'll tell you promptly and either fix it or remove it and fairly compensate you.

For warranty claims, we respond promptly and resolve valid claims — repair, replacement, or compensation — within a reasonable timeframe. We'll also give you our supplier's contact details in case you ever need to pursue an Australian Consumer Law claim directly with them.

Moving House

If your contract has a lock-in period with early-exit fees, and your services can't transfer with you, we'll let the new occupier take over your contract with no early termination fee — provided they agree to it and we don't have a reasonable basis to decline.

Termination & Cooling-Off

You can cancel and get a full refund in several circumstances, including: if you reject a site-specific design or performance estimate within 10 business days of receiving it; if we significantly change the installation design and you don't accept it; if unexpected site costs come up and we won't absorb them; or if we miss our agreed delivery/installation timeframe for reasons within our control.

If your sale was unsolicited and you're a residential customer, you get a 10-business-day cooling-off period under the Australian Consumer Law with no penalty. After that period, any cancellation fees we apply must be reasonable and tied to costs we've actually incurred — never arbitrary.

Customer Service & Complaints

We aim to respond to any contact from you courteously and promptly, and we take extra care with any ongoing service issue if we're aware you're in vulnerable circumstances.

If you're ever unhappy with our sales process, our product, or how we've handled a previous complaint, you're welcome to raise it directly with us. Here's how we handle it:

• We acknowledge your complaint as soon as possible and tell you when to expect a response
• We log it in our complaints register and start investigating promptly
• We aim for a full response within 15 business days — and if we can't meet that, we'll update you before the 15 days are up
• We aim to fully resolve complaints within 25 business days, unless we've agreed with you to extend that
• If you're still not satisfied, we'll give you contact details for external dispute resolution, your state's Fair Trading or Consumer Affairs body, and the Code Administrator

Legal & Privacy Obligations

We comply with all relevant federal, state and local legislation — including the Renewable Energy (Electricity) Act 2000, the Do Not Call Register Act 2006 (and its permitted contact hours), the Australian Consumer Law, and "Do Not Knock" / "No Hawkers" signage.

We take reasonable steps to protect your personal information and only use it to provide your quote, fulfil our contract with you, or for related marketing you'd reasonably expect — never sharing it with a third party without your express permission. Every marketing communication we send includes a clear, simple way to opt out.

Key Definitions

Administrator

The independent organisation responsible for administering and enforcing the Code.

New Energy Tech

Small-scale products, systems and services that generate, store, manage or trade energy — including solar PV, batteries, EV charging, heat pumps, home energy management, virtual power plants and Power Purchase Agreements. Simple, low-cost or off-the-shelf items may be exempt.

Residential Customer

Someone purchasing New Energy Tech for personal, domestic or household use (including strata Owners Corporations and retirement village operators).

Small Business Customer

A business or not-for-profit with fewer than 20 employees.

Power Purchase Agreement

An agreement where a Signatory supplies you with energy generated or stored by New Energy Tech, rather than selling you the equipment outright.

Cooling-off period

The 10-business-day window after signing an unsolicited consumer agreement in which you can cancel without penalty, under the Australian Consumer Law.

Code Administration

The Code is governed by an independent Council made up of industry and consumer representatives, an Administrator responsible for day-to-day oversight, and a Code Monitoring and Compliance Panel that hears appeals and decides on serious breaches. The Administrator monitors Signatory compliance through audits, complaint analysis and mystery shopping, and can require a business to rectify issues, retrain staff, or — for serious or repeated breaches — face suspension or expulsion as a Signatory, with the outcome published publicly.

As a Signatory, Supply Solar is required to promote the Code's benefits to customers, pay our Signatory fees, comply fully with the Code, and cooperate with the Administrator and Panel at all times.