This system warranty has to be read in conjunction with the terms and conditions of the sale of the solar PV system.
Green Home Sustainability Assessors Pty Ltd (“We/Us”) provides a minimum retailer’s warranty for Five years on the operation and performance of the whole solar PV system, including product warranty, installation warranty, and workmanship warranty.
i. Product Warranty
The solar PV system installation comes with a 5-year warranty on the parts/modules that form the part of the solar PV system or battery system installed and provided by us. This ensures that if any part of the solar PV system or battery installed by us or on our behalf fails within five years from the installation date, we will act in compliance with the terms and conditions and the system warranty document. Apart from providing a standard minimum retailer’s warranty on the products of the whole solar PV system, we also offer extended warranties on panels, installation and inverters as per the terms and conditions.
ii. Installation warranty
“Installation warranty” refers to the warranty that is being provided on the operation, performance of the whole solar PV system, materials and workmanship for the installation carried out by us. We offer a 10-year installation warranty from the date of installation for the solar PV system installed by us or on our behalf and any defective performance arising due to installation will be complied as per the terms and conditions and the warranty document.
iii. Performance Warranty
A five-year performance warranty from the installation date will be provided by Green Home Sustainability Assessors Pty Ltd for the operation and performance of the whole solar PV system installed.
Any change in the ownership of the real property on which the solar PV system or battery system was installed, has to be notified by the subsequent purchaser in writing to us through email or through a letter to the address provided at the end of this document. Once we receive the notification with respect to the change in ownership, the system warranty will be transferred to the subsequent purchaser of the real property on which the solar PV system or battery system remains installed.
3. To make a claim:
i. Any failure of the solar PV system/battery system which occurs due to the breach of installation warranty or components warranty, a claim should be lodged with Green Home Sustainability Assessors Pty Ltd.
ii. A claim should be made in writing an email or a letter to the contact details mentioned at the end of this document. The below more information to be provided to assist the claim:
a) A copy of the invoice, receipt, warranty documents
b) Any other document for the proof of purchase
c) Contact details of the person lodging the claim
d) Information on the failure or the issue in the solar PV system that the customer encounters
e) We will reply within 2-3 business days from the receipt of the claim to discuss the claim made.
f) If the matter is URGENT, we request to follow the procedure for urgent requests as mentioned in our complaints handling process manual.
4. Customers Responsibilities:
i. Upon installing the solar PV system, the customer will receive documents that include relevant manufacturer documents for maintenance routine for solar PV system or battery system and advice on the process of monitoring the system’s performance.
ii. Apart from providing the documents, we also explain to the customer how to monitor the system performance.
iii. The customer must have followed all reasonable instructions, both written or verbal, regarding the care and use of the solar PV system or battery system;
iv. The solar PV system or battery system should not be misused, neglected or damaged or modified by the customer or any people authorised by the customer.
v. Any repairs or alterations to the solar PV system or battery system at any time should be carried out only by a qualified licensed solar electrician.
vi. All complaints have to be notified to Green Home Sustainability Assessors Pty Ltd by the customer as soon as they become aware of the fault or the issue with the solar PV system. For instance, performance can be identified by checking the bill on each cycle or by checking the electricity data online.
vii. Any compensation payable to the customer is determined based on time elapsed between the customer becoming aware of the problem and the time the problem has been notified to us.
Failure, that is not a major failure:
If the failure is identified as not a major failure and can be remedied, we will advice the customer about the available solutions and the timeline to fix the issue. The customer must provide us with an opportunity to rectify the problem. We will rectify the said problem free of charge within a reasonable time.
Failure, being a major failure:
If the failure is been identified as a major failure arising due to components or installation warranty and is not capable of being rectified, in that case the customer is entitled to any one of the below:
a) Cancel the agreement with us and get a refund; or
b) Will be paid compensation for the difference in value of the goods and services delivered and what was paid for or
c) If it is identified to be a breach of components warranty and/or the installation warranty. In that case, Green Home Sustainability Assessors Pty Ltd will pay the reasonable substantiated expenses incurred by the customer in making their claim.
The below are excluded from the System Warranty:
a) Any damage caused by ‘Act of God’, improper voltage or PV surges, accidents or other acts beyond our reasonable control system consumables, repaired breaks;
b) Any joints to sensor wire or any damage caused to sensor wire; your existing electrical installation, wiring or fuse box;
c) Any malicious damage or abuse or damage caused by vermin, termites, animals or pests;
d) Any damage due to corrosion, oxidization, discolouration by mould, or the like;
e) Any damage to the property caused by the solar PV system or battery system failing or breaking;
f) Any alterations to the property which are a necessary consequence of the provision of our services;
g) Any damage arising out of an unskilled or unqualified and inexperienced person appointed by the customer working on the solar PV system or battery system at any time;
h) Any damage or loss of any kind that was not reasonably foreseeable or that could not have been expected to result from a failure to comply with the components warranty and/or the installation warranty.
This system warranty document is to be construed in accordance with the laws of the state in which the solar PV system is installed and any disputes will be determined by the exclusive jurisdiction of the respective Courts. Both the parties have to exhaust the options mentioned in terms and conditions before proceeding with the Court.
8. Australian Consumer Law:
In addition to system warranty, our goods and services are supplied and installed with guarantees that cannot be excluded under the Australian Consumer Law. Kindly note that in addition to the rights and remedies set out in this warranty document, the customer is entitled to other rights and remedies that are available under the legislation.
Notification of claim to be made below:
Email address: firstname.lastname@example.org
Postal Address: Suite 422, 4 Columbia Court, Norwest, NSW 2153
Telephone Number:1300 539 844
Last updated: 30/07/2021