New Energy Tech Consumer Code

The New Energy Tech Consumer Code (September 2020) sets good-practice standards for businesses supplying new energy technology to residential and small-business customers. It was authorised by the ACCC and is administered by the Clean Energy Council, as Code Administrator.

Signing up is voluntary, and only providers accepted by the Administrator may say they are bound by it or display the Code mark. We are an approved signatory. Where the Code applies, it operates alongside your existing rights — it never reduces them.

Nothing in the Code, or on this page, limits any right or remedy available to you under the Australian Consumer Law or any other law that cannot be excluded by agreement.

For Mega Power Services, the Code applies to:

• Solar photovoltaic systems
• Battery and energy storage systems
• EV charger supply and installation
• Energy management and monitoring services

General electrical repairs, Level 2 ASP network work, switchboard upgrades, air conditioning and refrigeration sit outside the Code. Those services are covered by our licences, our warranty and the Australian Consumer Law.

The Code follows the whole customer journey, from the first advertisement to a warranty claim years later. This is what we commit to at each step.

Advertising and promotion

Honest, accurate, clear and fair. No exaggerated output or savings claims, no implied government association, no incentive quoted that is no longer available, and no disclaimers buried in small print.

Direct marketing and sales

We identify ourselves, give unbiased information and never use pressure selling. No door-knocking a No Hawkers sticker, no badgering, no discounts offered in exchange for a review. We take extra care if you may be in vulnerable circumstances.

Fit for purpose

Before we quote, we ask about your household or business energy use, your roof or switchboard, and what you actually want the system to do — then we tell you honestly whether our offer will do it.

Quoting

An itemised written quote: inclusions, a reasonably based performance estimate labelled as an estimate, system limitations, install timeframe, a cost breakdown, warranties, and your cooling-off and termination rights on the front page.

Contracts

A written contract covering everything in the quote, any variance from it, the warranties that apply, and anything you should particularly note before you sign.

Payment and finance

Clear, complete information about how and when you pay. We do not sell finance or deferred payment arrangements — if you fund the work through a third party, that contract is between you and them.

Delivery, installation and safety

Installed in the timeframe promised, by our own licensed and accredited people, to manufacturer specifications, Australian Standards and all safety regulations.

Activation

We handle the network application, approval and connection steps needed to switch your system on, and tell you up-front if any part of that carries a charge.

Operating information

Written information for safe, effective and optimal use of your system, including anything you are responsible for — monitoring, servicing intervals and what to do in a fault.

Performance and warranty

Your system will meet the needs you explained to us. We honour every guarantee and warranty you are entitled to, and we repair, replace or fix service issues promptly.

Complaints and compliance

We respond within 15 business days and give a final response within 25 business days, keep you informed, and point you to independent escalation if you are not satisfied. We comply with the Code, the Australian Consumer Law and privacy law.

For any solar, battery or EV charging job, our written quote sets out, in plain language:

• An itemised list of everything included, and a breakdown of the total price — with the total shown at least as prominently as any component of it.
• A performance estimate based on reputable sources, clearly labelled an estimate, with the assumptions behind it stated. If those assumptions do not hold, your result will differ.
• Any limitation that matters to you — for example, whether a battery provides backup during a blackout.
• How long supply and installation will take, and anything outside our control that could delay it.
• That connecting to the network may change your energy supply contract, and that you should check this with your energy retailer.
• The expected life of the equipment and what is involved in disposing of it at end of life.
• Whether the system is portable if you move.
• For a strata property: that you must obtain the Owners Corporation's written approval and give it to us before signing.
• The licences and accreditations we hold for the work.
• Your cooling-off and termination rights, on the front page — including the right to terminate within 10 business days if the sale resulted from unsolicited contact.
• Details of every guarantee and warranty, plus our supplier's contact details, and a statement that these are in addition to your Australian Consumer Law rights.
• That we are bound by this Code.

We do not door-knock, cold-call or run countdown discounts. Every enquiry on this site is one you started. If you ask us to leave or end a call, we do so immediately.

We do not offer discounts in exchange for testimonials or referrals, we do not claim bulk-buy or community discounts that do not exist, and we do not push a decision on the day. If you need time, take it — the quote holds for 30 days.

You can opt out of any marketing communication from us at any time, using the unsubscribe link, by replying STOP to an SMS, or by emailing sales@megapowerservices.com.au.

Tell us first — call 1300 420 620 or email sales@megapowerservices.com.au. We log every complaint in our complaints register and start investigating straight away.

Acknowledgement

As soon as possible after we receive it, with the name of the person handling it and when to expect a response.

Response

Within 15 business days. If we cannot resolve it by then, we will tell you before that deadline passes and give you a progress update.

Final response

Within 25 business days of receiving your complaint, unless we both agree to an extension.

If you are not satisfied with our final response, you can escalate — free of charge — to any of the following:

Energy & Water Ombudsman NSW (EWON)

Free, independent dispute resolution. 1800 246 545 · ewon.com.au

NSW Fair Trading

Consumer complaints about goods, services and trade work. 13 32 20 · fairtrading.nsw.gov.au

New Energy Tech Consumer Code Administrator

Complaints about a signatory's conduct under the Code. newenergytech.org.au

Australian Competition & Consumer Commission

Your rights under the Australian Consumer Law. 1300 302 502 · accc.gov.au

Mega Power Services Pty Ltd · ACN 640 525 186

Sydney, New South Wales, Australia · 1300 420 620 · sales@megapowerservices.com.au

The full text of the Code, and the register of current signatories, is published at newenergytech.org.au.