Is There an Energy Ombudsman for Government Rebates? Bought a Solar Battery and They Haven't Followed Their Own T&Cs

tunzafun001 on 26/05/2021 - 16:37

The SA government recently offered a $6k rebate on solar batteries that are 'capable' of being connected to a VPP (Virtual Power Plant). Generous, but still expensive.

Now the early offer VPP's have resulted in huge rebates $5100 over 24 months with very little being used from the batteries (users report less than 10kwh in 14 months). So being an Ozbargainer, I saw this as an excellent opportunity to get a battery with a small cost neutral window.

Now the battery I signed up for wasn't eligible to be connected to a VPP (a year ago, and they said 'it will any day now'), and still has no VPP it can connect to (and now its CEC listing has expired, I believe it never will). This has significant ramifications on ROI Return on Investment calculations.

If I went with any other battery on there list, they all can be connected to a VPP.

So I have called and emailed the state government and they say the battery only needs to be 'suitable' for 'a future VPP connection'.

Nowhere in the T&CS are these terms used. They only say VPP 'capable'. I took a screen shot of the T&Cs, but noticed they have now been removed.

So my question is :

1.Is there an AFCA equivalent for this issue (EWOSA)?
2. Could I use something to find the old terms and conditions document? - Is it the Wayback machine?

Cheers

Electrical & Electronics

Comments

  • mskeggs on 26/05/2021 - 17:36
    +3

    Surely: " the battery I signed up for wasn't eligible to be connected to a VPP (a year ago, and they said 'it will any day now'), and still has no VPP it can connect to (and now its CEC listing has expired, I believe it never will). "

    Is the issue? If it isn't eligible, it isn't capable of being connected. Only eligible batteries are capable of being connected, but you might choose not to connect them.

    This sounds like you need to take it up with the battery supplier

    • tunzafun001 on 26/05/2021 - 20:03

      Sorry about that paragraph. A bit of a shocker.

      The supplier was appointed by the state government. You could only use the battery and installer the government directed you to. They have paid their rebate, but there are no VPPs that support this battery.

      Now ironically, this VPP Home battery scheme (that's what they call it) is exclusively for batteries that can be connected to a VPP. BUT…they clearly didn't check to see if there was actually a VPP for it. Government with no brain… What a surprise!

      Joining a VPP would have resulted in me receiving an extra $5200 over 2 years. So I have emailed them and asked for my money back. They say it just needs to be suitable for a future VPP. But this would be a total breach of their own promotion and not what the t&c's say (which amazingly have now been removed).

      So I'm just wondering how do you report the government for false advertising and breaching the terms and conditions of the promotion?

      • mskeggs on 26/05/2021 - 20:15

        So you got the initial $6k rebate, but there is an additional opportunity to earn income by making your battery available to the network (VPP) that you are missing out on because the battery can't be connected in this way?
        But you still have the household benefit of the battery, it is just this extra VPP benefit you are missing out on?

        When you signed up, you could only count on the initial $6k and household benefit, but it turned out the VPP payment was very lucrative. I don't like your chances of getting a refund.

        As for if the battery can be VPP capable in future, there are some technology companies aiming to offer this as a generic service to all sorts of batteries, so it might yet happen.

        • tunzafun001 on 26/05/2021 - 20:29

          Yep, so I chose this battery as it had a $6k rebate + exclusively advertised as VPP capable (which brings further benefit). It was obtained through the SA government links, and I see it as plain old false advertising.

          I don't actually want a refund, I'd much prefer a VPP capable battery. I would be $1000 better off with a VPP rebate over a full refund!

          As for it being suitable for future VPP's. I rang a few VPPs and they said they will never be interested as the max output of the battery is only 3.6kw. They require 5kw minimum. Plus, yesterday the inverter and battery were delisted on the CEC website. So there is almost zero chance of this ever being VPP supported.

          • mskeggs on 26/05/2021 - 20:45

            @tunzafun001: So I'm guessing this might be Enphase or some system that was delivered as a "modular" system that could be added to over time and would have the peer to peer energy trading software available later…

            I appreciate it is annoying these claims were never delivered, but it seems like your beef is with the supplier, not the government.

            If you want past copies of the accredited systems list, I'd email the CEC.

            • tunzafun001 on 26/05/2021 - 21:01

              @mskeggs: No, its a Growatt battery. I wanted to use a LG HV battery, but it wasn't eligible, as it wasnt "VPP supported".

              I could have chosen Shine Hubs ESS/ Goodwe battery for exactly the same price and now be connected and receiving VPP rebates. But the Growatt was 13kw and the ESS 10kw, so went for the bigger one. Never anticipated a VPP capable only battery would not be VPP capable! (Its rediculous really).

              As for my beef, I'm guessing the supplier is probably some government officials brother in law or similar and got the contract. But I applied via the government website link following their t&c's, so surely its the governments responsibility to deliver what they offer? Just don't know where you would report this sort of thing.

              • mskeggs on 26/05/2021 - 21:49
                +3

                @tunzafun001: Good luck, it will be hard to find a government worker with the authority to help, as this outcome wouldn't have been anticipated.
                Maybe start with the SA equivalent of Fair Trading?
                I'd also try and summarise you issue as succinctly as possible. Maybe:
                - I selected one of the batteries listed by the government.
                - It was billed as VPP capable.
                - It is not VPP capable, and looks like it now cannot become so.
                - I calculate this has cost me $5100 so far in lost opportunity compared to an equivalent VVP capable system.
                - I am seeking a refund so I can purchase a VPP capable replacement.

                If you state it this way, it seems like a starting point for negotiation. If I was on the receiving end I would argue you got your initial rebate, and the daily storage benefit, so the VPP was just cream, but at least that then opens the door for a discussion.

  • JimmyF on 26/05/2021 - 18:39
    +1

    They only say VPP 'capable'

    Ok… Is your battery capable then?

    Now the battery I signed up for wasn't eligible to be connected to a VPP (a year ago, and they said 'it will any day now'), and still has no VPP it can connect to (and now its CEC listing has expired, I believe it never will). This has significant ramifications on ROI Return on Investment calculations.

    No yours is not eligible to be connected to a VPP. So no rebate for you.

    Its the risk you run when you buy a battery that wasn't on the approved list in 'hope' that it will appear on the list.

    The gov isn't going to give you a rebate for being part of the VPP program when your battery can't act as part of the VPP.

    • tunzafun001 on 26/05/2021 - 19:24

      Cheers, but let me clarify.

      The VPP battery rebate is entirely a government promotion. They are the one who said we have to use this battery. We could only use this battery because it is VPP capable.

      Problem is, there is still no VPP for it.

      Bit hard to call it VPP capable when there is no VPP that supports it. So I just want a battery that I can connect to a VPP.

      Ie. The government has broken their own terms and conditions.

      • GrueHunter on 26/05/2021 - 19:30

        So there was a list of batteries, all of which were listed as VPP capable, but yours turned out not to be?

        • tunzafun001 on 26/05/2021 - 20:12

          Yeah Correct. They (the SA government) provided a list and said you can only chose one of these VPP capable batteries from our list..If it wasn't VPP capable, then it wasnt an eligible battery.

          I got it installed, then find out there actually isn't a single VPP that supports it, meaning I'm over $5k out of pocket (that i would get if the battery actually was VPP capable).

          The terms and conditions say these exact words 'the battery must be vpp capable'.

          • lgacb08 on 26/05/2021 - 20:25

            @tunzafun001: it sounds like you take installer's word so you've got to go back to them and get it sorted out. Solar saleman will do all fancy promise and pretense to get you sign up but you've got to do your due diligence to verify their claim.

  • Chandler on 27/05/2021 - 10:16

    Now the battery I signed up for wasn't eligible to be connected to a VPP (a year ago, and they said 'it will any day now'), and still has no VPP it can connect to (and now its CEC listing has expired, I believe it never will). This has significant ramifications on ROI Return on Investment calculations.
    If I went with any other battery on there list, they all can be connected to a VPP.
    They only say VPP 'capable'. I took a screen shot of the T&Cs, but noticed they have now been removed.

    Sounds like you need to talk to Fair Trading / ACCC, not an Energy Ombudsman.

    You made a purchase decision based on information given to you by the seller which has turned out to be false.

    Could I use something to find the old terms and conditions document? - Is it the Wayback machine?

    You could. Have you tried?

  • Gifwonder on 15/06/2021 - 12:58

    howd this go?

    • tunzafun001 on 15/06/2021 - 14:28

      Contacted the government office first, need to give them a chance to respond. They haven't, so moving on to phase 2 next.

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