SIA Complaints Procedure
Your purchase of a solar hot water system is covered by the Consumers Guarantees
Act. For a good understanding of your rights visit the website http://www.consumer-
In the unlikely event that you experience problems with your solar water-heating unit
not performing to your expectations, it is suggested that you follow the procedure
1. You should first discuss your problem with the person from the company from
whom you purchased your system. They are responsible for ensuring that the
system is working properly.
Discuss your problem with them as soon as you become aware of it, as it may be
something simple that can be quickly fixed. Sometimes there are little
complexities in water supply systems in an existing or even new building that are
not always obvious to the installer until your system has been installed.
To ensure that there is good communication between you and your supplier
confirm your concern in writing. This will be a useful record if you have a
continuing dispute. It also helps them to be clear on what the problem is. Date
any communications in writing so that there is a clear sequential record.
2. Once you have raised the problem with the supplier ensure that they follow it up
within a reasonable time period. However give them time to visit and fix the
problem as they may have other scheduled jobs that depend on other tradespeople.
If they haven’t taken action on your concern within a reasonable time period
contact them again to ensure that they have not forgotten your job.
If you have purchased your system from an accredited SIA member it is less likely
that their product is the problem. It is more likely to relate to installation.
Problems arising from inexperienced installers include:
Ø Not following the manufacturer’s instructions or recommendations for
Ø Installing parts such as valves back-to-front.
Ø Connecting to the wrong pipes.
Ø Not installing on the correct slopes