Solar Water Heating

Any concern or problem with a installed system should 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 product performs adequately for the purpose for which it has been sold. Recommended procedures for dealing with complaints are provided here.

Purchasers of systems should note that where the supplier has not been responsible for installation then problems can arise on establishing who is responsible for resolving the problem.

Any purchaser of a solar hot water system who has a concern or problem about their system and is not satisfied how the supplier or installer has dealt with their concern or problem, may lay a complaint with the Association. If the supplier or installer is not an accredited member of the Association, the Association will advise the customer 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 investigate and determine the action that should be taken. A response will be provided to the complainant within four weeks of receipt of the complaint.

The Association will not accept any responsibility for fixing problem systems, but wishes to ensure that suppliers and installers meet the appropriate standards. The Executive Officer will provide guidance and independent advice to the complainant and try 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.

If the installer is a member of the Master Plumbers Association and the dispute relates to plumbing matters then the dispute should be referred to the local branch of the Master Plumbers Association. The Master Plumbers association have procedures for independent inspection of plumbing matters arising from the work of their members.

The SIA Complaints Committee has five members, three of whom will be elected annually by the SIA members at an AGM, plus a representative of customers (to be appointed), and a representative of government (EECA). The Complaints Committee is supported by the SIA Executive Officer who will liaise with the complainant.