Warranty Q and A
Understand what is included in your solar installation, how warranties work and how to request support. Your accepted quote and written variations define the work supplied. This guide explains the process; it does not replace those documents or your rights under Australian Consumer Law.
Installation scope | Wi-Fi and monitoring | Warranty types | Reporting a fault
What is part of a solar installation?
The agreed installation normally identifies the panel array, inverter, mounting, associated solar wiring, protection, commissioning and handover information. The exact equipment, location and work must be read from your accepted proposal. Battery storage, backup circuits and EV charging are included only where specified.
Does a solar quote include every electrical upgrade?
No. Replacing the whole switchboard, rewiring unrelated circuits, repairing pre-existing faults, building work, roof repairs, asbestos work, plumbing, access equipment and other trades are separate unless expressly included. If additional work is identified, the scope and any variation should be explained and agreed. Required work must still be completed safely and lawfully.
What should I check before accepting a quote?
Check the exact models, proposed layout, installation access, electrical upgrades, metering or network work, monitoring setup, battery capacity, backup circuits and exclusions. Ask about anything unclear. A system description should distinguish what is supplied now from options that could be added later.
Will solar or a battery power the whole house in an outage?
Ordinary grid-connected solar does not provide household backup by itself. Battery backup depends on compatible equipment, switching and circuit design. Only the loads and operating limits specified in the proposal should be assumed to be included. Whole-property backup is a separate design decision.
Is Wi-Fi part of a solar installation?
Your Wi-Fi network and internet service are third-party services, separate from the solar electrical installation. The router, modem, internet provider, passwords, signal coverage and ongoing network administration are managed by the customer or their IT/internet provider unless a separate service is expressly agreed.
If your quote includes initial inverter monitoring setup, that agreed work remains part of the installation. It relies on a suitable working connection being available. Supplying a router, mesh network, internet subscription or ongoing IT support is not automatically included.
My app says offline. Does that mean the solar has stopped?
Not necessarily. An offline app can mean that the monitoring connection has been lost while the equipment is still operating. Check the equipment display or status safely and provide screenshots to support. Some systems require communications for particular functions or updates, so the effect depends on the equipment.
What happens after I change my router or password?
The inverter’s communication device may need to be reconnected. Changes of internet provider, router, network name or password can break the previous connection. Follow the manufacturer instructions or our Wi-Fi help page. Do not send your Wi-Fi password through a public enquiry form.
Is a failed Wi-Fi module covered?
A defective supplied communications device may be a product issue. Weak signal, an internet outage or a changed router setting is a different issue. We assess the cause before deciding the appropriate response. Separate network troubleshooting may be chargeable when agreed; statutory remedies are not excluded.
Which warranty applies?
Product warranty
A manufacturer’s product warranty applies to the specified equipment under its terms. Panels, inverters, batteries and accessories can have different periods and conditions. Refer to the exact model and warranty documents supplied with your installation; a brand’s longest advertised warranty may not apply to every product.
Panel performance and battery capacity warranties
A performance warranty is different from a product warranty or a promise about your electricity bill. Panel performance guarantees relate to stated output criteria; battery capacity guarantees may depend on age, throughput, cycles and operating conditions. Testing and assessment follow the applicable terms.
Installation workmanship
Workmanship concerns the installation work supplied by Greenbank Solar. Refer to your proposal for the written warranty terms. A failed component does not, by itself, establish an installation defect; the cause needs assessment.
Australian Consumer Law
Consumer guarantees apply to eligible solar products and installation services in addition to voluntary warranties. They cannot be excluded by this guide. An expired manufacturer’s warranty does not necessarily end those rights. Where Greenbank Solar supplied both the products and installation, contact us about the problem; you are not required to deal only with the manufacturer. The available remedy depends on the nature and seriousness of the failure.
What about storms, damage or work by another contractor?
Storm impact, water ingress, pests, accidental damage, misuse and later alterations may require a different investigation from a product defect. Tell us about the event and any work performed. Responsibility depends on the evidence and cause. A warranty is not general insurance against every event.
If another contractor’s alteration causes a fault or damage, that resulting issue is not automatically Greenbank Solar’s workmanship responsibility. However, unrelated alterations do not automatically cancel every warranty or consumer guarantee. We distinguish the original work, the changed work and the fault being investigated. Keep photos, invoices and the other contractor’s records.
How do I report a suspected warranty fault?
- Contact us: email support@greenbanksolar.com.au or use the contact form. Include your name, site address and invoice or installation reference.
- Describe the issue: provide equipment models, error codes, dates, screenshots and photos taken from a safe position. Explain recent storms, power events, network changes or electrical alterations.
- Initial assessment: we review the information and may request further details, manufacturer checks or a site inspection.
- Confirm next steps: the assessment identifies whether the issue concerns a product, installation, external cause or communications service. Applicable remedies and any separately agreed work are explained.
- Repair and follow-up: retain the case reference and records. Where a manufacturer claim is needed, testing and replacement availability can affect timing. Ask for an update if the circumstances change.
Are call-outs always free?
No blanket answer applies before the cause is understood. If an issue is outside the agreed work and applicable warranty or consumer guarantee obligations, separate diagnostic or repair work may be quoted. Any proposed charge should be explained and agreed before proceeding. This is not a policy of charging for remedies that must be provided under Australian Consumer Law.
Should I arrange repairs first?
For a non-urgent issue, contact us first so the fault and proposed remedy can be assessed. Do not open an inverter, battery or electrical enclosure yourself. If urgent safety work is needed, use a licensed contractor and retain the findings and records.
What if there is storm damage or an immediate hazard?
Keep clear of damaged panels, batteries and wiring, and arrange a licensed electrician’s assessment. Do not attempt to operate isolation controls on storm-damaged solar equipment. Solar panels can generate voltage in daylight and batteries may remain energised. For immediate danger, call emergency services.
Further guidance
Read the ACCC guidance on solar and home batteries, warranties and repair, replacement and refund rights. For safety advice see the Queensland Electrical Safety Office.