Know your rights.
Keep every agreement.
On this page
Understand what your supplier and tradespeople must provide—and how RRE’s communications CRM will keep your warranty history together.
Your purchase has two distinct protections: the consumer guarantees that apply by law, and any additional written warranty promised by the supplier, manufacturer or installation business. RRE’s assurance service is designed to record those promises, monitor communications through the platform and follow the support process for the life of the agreed warranty.
Understand your legal protections ↓
Where Australian Consumer Law applies, consumer guarantees are automatic. A business cannot remove them with its terms, a “no refunds” statement or an expired written warranty. There is no single statutory warranty period that applies to every renewable-energy product or trade service.
Legal obligations, explained plainly.
For the equipment you buy
Products must meet applicable consumer guarantees. These include acceptable quality—being safe, durable and free from defects to the standard reasonably expected—and matching their description. They must also suit a purpose you made known where you reasonably relied on the supplier’s advice.
Reasonable durability depends on the product, price, claims and circumstances. A short manufacturer’s warranty does not automatically end your rights. The seller cannot refuse responsibility for a consumer-guarantee problem simply by sending you to the manufacturer.
For installation, servicing and trade work
Trades and service businesses must use due care and skill. Applicable guarantees also require services to achieve a purpose or result you made known where you reasonably relied on their expertise, and completion within a reasonable time if no time was agreed.
An installer cannot avoid responsibility for defective work merely because the equipment was bought elsewhere. Equally, a product fault is not automatically an installation fault. The cause needs to be established; specialised services and state-based building or trade laws may have additional rules.
RRE requires the offer to identify the product supplier and any separately contracted installation business. Each must clearly state the written warranty or workmanship promises it makes, the responsible contact and the scope of its work. Those additional promises must be honoured; they sit alongside legal rights, rather than replacing them.
What remedy can I ask for if something is wrong?
For a minor product or service failure, the business must put it right within a reasonable time. A major product failure generally lets the consumer choose a refund or replacement. A major service failure can give rights to cancel and obtain a refund for the unused portion, or keep the service and seek compensation for its reduced value.
Other remedies may apply if the business does not fix a minor problem within a reasonable time. Compensation for reasonably foreseeable loss may also be available. The remedy depends on the facts and applicable law; it is not limited to whatever a written warranty offers.
ACCC: repairs, replacements, refunds and cancellation ↗How long do my rights last, and are business purchases covered?
There is no universal “one-year warranty” rule under Australian Consumer Law. Consumer guarantees can continue beyond a written warranty, depending on how long the goods should reasonably last and the circumstances of the purchase.
Some business and farm purchases also qualify as consumer purchases; others, including purchases for resale, may not. A written contractual warranty may still apply. Check the position for your purchase rather than assuming all commercial equipment has the same rights or warranty term.
ACCC: when consumer guarantees apply ↗
One record for the whole agreed warranty.
The RRE communications CRM is the intended central record for buyer, supplier and trade communications about your RRE purchase. Messages, quotations, accepted agreements, warranty documents, service arrangements and reported problems will be linked to the relevant order, equipment and business.
RRE’s service model is to keep these records for the full life of the agreed warranty, including its service and regular maintenance history. Any longer legal retention needs and unresolved disputes must also be considered. Reaching a warranty end date will not mean that an unresolved case is treated as resolved or that consumer-law rights have ended.
RRE will monitor communications and case progress recorded through this CRM: who was contacted, what was agreed, what evidence is outstanding and which actions remain due. The record will distinguish an offer, a buyer’s acceptance, a completed action and a disputed outcome.
The original agreement
Quotation, accepted scope, invoice, warranty terms, named businesses, exclusions and any later agreed variations.
The exact equipment
Model, configuration, serial numbers, delivery condition, installation and commissioning documents.
Every recorded conversation
Dated platform messages, replies, attachments, commitments, follow-ups and agreed attendance or repair arrangements.
Services & maintenance
Required intervals, due dates, bookings, attendance reports, work completed, parts fitted and outstanding recommendations.
Keep purchase and warranty discussions within the relevant RRE record. If you agree something by telephone, email or in person outside the platform, add the correspondence or a written summary and ask the other party to confirm it. RRE cannot automatically see private conversations or work that has not been recorded.
Original documents and dated changes will remain distinguishable. Access will be restricted to authorised participants under privacy and record-retention controls. Keep your own copies as well.
Know what is due—and keep proof it was done.
Before purchase, the supplier should identify the warranty start point, duration, required maintenance and any installation or servicing conditions. The trade business should provide the agreed work scope, completion records and any ongoing service agreement.
The intended CRM record will keep the maintenance schedule, service bookings, reports, photographs, test results and parts or firmware changes together. It will identify the responsible business and agreed next service date so that due work and missed follow-ups can be checked.
Confirm who arranges each service, who pays and whether it is included or separately charged. Follow the equipment instructions and use appropriately qualified trades. Maintenance conditions in a voluntary warranty cannot remove applicable consumer guarantees; the circumstances and cause of a failure still matter.
Report it. Track the response. Record the result.
- Open the record
Identify the order and equipment. Describe the fault, when it appeared and any safe-to-record photos, error messages or service evidence.
- Notify & follow up
Link the concern to the supplier or trade business. Keep its acknowledgement, questions, promised response and agreed dates in the CRM.
- Agree the next action
Record assessment findings, proposed remedy, attendance, responsibility for costs and your response. Keep disputed matters clearly marked.
- Record completion
Keep repair, replacement or other remedy records, testing, replacement serials and your confirmation or unresolved concerns.
RRE’s monitoring role is to organise the evidence and follow up recorded actions. It does not make the supplier’s answer legally final, approve a claim on behalf of an insurer or promise a particular remedy. If you disagree with an outcome, keep the dispute open in your correspondence and seek the appropriate consumer help.
If equipment appears unsafe, seek qualified assistance and stop using it where safe. Do not open electrical equipment or attempt repairs yourself.
The history stays with the purchase.
RRE’s continuity approach is to preserve the recorded agreements, communications and service history even if the original supplier or installer leaves the platform. These records can help establish the purchase terms and the work or remedy already promised.
Another manufacturer, Australian importer or warranty administrator may still have obligations. If a business is insolvent, contact its appointed administrator about the applicable process. Another qualified trade can assess the equipment, but is not automatically required to take over the original business’s warranty or work for free.
If the matter remains unresolved, seek guidance from your state or territory consumer protection agency or independent legal advice. RRE can support authorised retrieval of its records; evidence retention does not guarantee recovery or create an RRE-funded repair or replacement entitlement.
RRE is not the product warranty issuer, installer, repairer, insurer or guarantor. Nothing on this page limits consumer rights or RRE’s own legal obligations. General information only; individual rights depend on the purchase and applicable law.
Official guidance: Consumer guarantees · Written warranties · When a business closes