Your rights when you buy from us

Australian Consumer Law guarantees

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a service, you are entitled to cancel your service contract and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time; if this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. Goods must also be of acceptable quality, match their description, and be fit for the purpose we said they were fit for.

These rights apply in addition to, and are not limited by, any manufacturer or workmanship warranty described below.

Warranties on your system

Your written quote and contract state the actual warranty term for each item, because they differ by manufacturer and model. Typically you will see a product warranty and a separate performance warranty on panels, a product warranty on the inverter, a capacity-retention warranty on the battery, and a workmanship warranty on our installation. We will not describe a warranty as longer than the manufacturer's published term, and we will tell you whether a claim is handled by us or directly by the manufacturer.

Quotes, deposits and payments

Quotes state a validity period and the assumed installation window, because the certificate (STC) value depends on the installation date. Any deposit, its amount and the conditions under which it is refundable are disclosed before you sign. We do not require full payment before installation, and we do not add charges that were not itemised in your accepted quote unless you approve a written variation.

Cooling off and cancellation

Where a sales agreement is an unsolicited consumer agreement under the Australian Consumer Law, a 10 business day cooling-off period applies and we will tell you so in writing. For agreements entered into at your request, your cancellation rights are set out in your contract. We will always confirm in writing what applies to your specific agreement rather than leaving you to assume.

As a matter of policy, a 10 business days cooling-off period applies from the day you sign your supply and installation contract with us, whether or not the agreement was unsolicited. Once the contract proceeds, typical installation turnaround is 2-6 weeks from acceptance, subject to grid (distributor) approval and product availability.

Sales conduct and unsolicited approaches

We do not doorknock and we do not cold-call to sell systems. If you did not ask to be contacted, you can tell us to stop at any time and we must leave or end the call immediately. Under the Australian Consumer Law an unsolicited consumer agreement cannot be signed on the spot in a way that binds you before the cooling-off period ends, we cannot accept any payment during that period, and we must give you a copy of the agreement. We also honour the Do Not Call Register and the Spam Act 2003 — marketing email and SMS only ever go to people who have opted in, and every message includes an unsubscribe.

Virtual quotes and online estimates

Our virtual quote tool produces an automated design and savings estimate from aerial imagery and modelled assumptions. It is general information only: it is not a quote, not advice, not a guarantee of generation or savings, and it does not create any agreement between us. Any figure it shows may change once we verify your site, usage and tariff. Only a written quote issued by us can be accepted, and your consumer guarantees attach to the goods and services we actually supply under that quote.

Unfair contract terms

Our residential contracts are standard-form consumer contracts. We do not include terms that would let us change the price or specification unilaterally, keep your deposit without cause, or limit your Australian Consumer Law rights — such terms are void and can attract penalties. If you think a term in a document we gave you is unfair, tell us and we will explain or amend it.

Repairs, spare parts and support

Before you buy we tell you whether spare parts and repair facilities for your panels, inverter and battery will be available in Australia for a reasonable period, and who the Australian manufacturer, importer or authorised agent is for each product, with their contact details. If a product is discontinued or the manufacturer exits the market, your Australian Consumer Law rights against us still apply.

Complaints

Contact us first on 1300 404 510 or admin@sunquestsolar.net. We aim to acknowledge complaints within two business days and to give you a clear resolution plan and timeframe. If you are not satisfied with our response, you can contact NSW Fair Trading, Access Canberra or Consumer Affairs Victoria depending on your location, or the ACCC. Electrical safety concerns can be raised with the relevant state electrical safety regulator, and battery rebate program concerns with the Clean Energy Regulator.

Accreditation and licensing

Installations are performed by SAA-accredited installers working under licensed electrical contractors. We provide the attending installer's accreditation number and the electrical contractor licence number on request and on your compliance documentation, so you can verify them independently with the issuing body.