COMPLAINTS ABOUT INSTALLED SYSTEMS

Any concerns, problems or issues with installed systems should in the first instance be raised with the supplier or installer. The supplier or installer who sold the system is responsible for all aspects of the system installed and under New Zealand law are responsible for ensuring that the system is “fit for purpose” and therefore performs adequately for the purpose for which it has been sold.

Recommended procedures for dealing with complaints with a supplier or installer are detailed in the SEANZ Complaints and Disputes Resolution Process for Consumer’s document which can be found here.

SEANZ recommends that you should always use a robust contract that clearly defines the installation product/system specifications and performance and the responsibilities of the various parties involved in the project.

Purchasers of systems should note that where the supplier has not been responsible for installation then problems may arise on establishing who is responsible for resolving the problem. SEANZ recommends you address this issue with clear dated documented communication with both the supplier and the installer using the proviso of “fit for purpose” as sold to you as a system and product and as sold to you as a service by both the supplier and installer respectively. This may ensure that both parties are culpable and therefore take responsibility for the issue.

Any purchaser of a small scale renewable – solar, wind turbine and mini/micro hydro system who has a concern about their system and is not satisfied how the supplier or installer has dealt with their concern or problem, may lay a complaint with SEANZ. If the supplier or installer is not an accredited member of SEANZ, SEANZ will advise the consumer on appropriate action. If the supplier or installer is an accredited member the complaint will be forwarded to the Complaints Committee of the Association who will notify the SEANZ member of the complaint lodged against them and that the Complaints Committee will investigate and determine the action that should be taken, based on the complainant and complained providing appropriate written documentation on their position, from which the Complaints Committee will extract the points of dispute.

A response will be provided to the complainant and the SEANZ member within two weeks of receipt of the complaint.

The Association does not and will not accept any responsibility for remedying problems with any systems, but wishes to ensure that suppliers and installers meet the appropriate standards. SEANZ will provide guidance and independent advice to the complainant and facilitate resolution. Complainants should note however, that if they can not resolve problems to their satisfaction then they should put their complaints to the Ministry of Justice, Disputes Tribunal in the first instance before seeking other legal remedies.

The SEANZ Complaints Committee has three members, whom are elected annually by the SEANZ Board of Directors. The SEANZ Complaints Committee is supported by the SEANZ Chair and CEO, one of whom will liaise with the complainant.

COMPLAINTS ABOUT SEANZ MEMBERS

Complaints about SEANZ members are taken extremely seriously by SEANZ. Any such complaint relating to any perceived breach of the SEANZ code of conduct or by a consumer, over activity and actions of a SEANZ member, will be treated in the same manner as above. The complaint will be forwarded to the Complaints Committee of the Association who will notify the SEANZ member of the complaint lodged against them and that the Complaints Committee will investigate and determine the action to be taken, based on the complainant and complained providing appropriate written documentation on their position, from which the Complaints Committee will extract the points of dispute.

A response will be provided to the complainant and the SEANZ member within two weeks of receipt of the complaint.

The severity of the complaint will define the final action with the most extreme action being, revocation of the organisations SEANZ membership for that year. Other actions to be taken will be managed by the Complaints Committee with their decision and outcome being final for the complainant and the SEANZ member.