A sea of well-intending locals have made the switch to renewables over the past decade investing in their long-term savings, as well as the future of energy consumption, however, a recent report has revealed that gaps in consumer protections for those who rely on renewable energy are only widening.

Consumer frameworks and protections like the National Energy Customer Framework (NEFC) were developed with traditional energy consumers in mind but the current model has done little to keep up with the constantly evolving landscape of households using solar panels. 

Communities across the Western Plains are among those with high take-up of small-scale solar generation. The Walgett area saw 430 installations between 2001 and 2020 and another 67 in 2021, while Narromine continues to demonstrate a huge appetite for solar with 1015 new installations between 2001 and 2020 and 77 in 2021.

With a rise in complaints about renewables only reflecting their increasing uptake, experts fear that if little is done to address those issues, uptake will slow and interest in renewables will stall. 

Energy and Water Ombudsman (EWON) Janine Young said that within the NEFC, specific protections for solar customers are fractured and far from comprehensive. 

“With energy prices rising, strong protections that apply equally to all energy customers are more crucial than ever,” Ms Young said. 

While the EWON and NEFC are traditionally the first ports of call for power-related complaints, many customers can’t rely on a resolution as renewables fall beyond the scope of NECF protections. 

“Instead, they are left to navigate a complex and confusing external dispute resolution journey when things go wrong,” Ms Young said. 

Customers who enter third party solar arrangements like Solar Power Purchase Agreements (SPPAs) or who store and trade energy through Virtual Power Plants (VPPs) are particularly vulnerable, often dealing with multiple service providers, consumer frameworks, and EDR mechanisms to resolve a single complaint. 

“This process is increasingly convoluted and unclear and can lead to ‘complaint fatigue’ amongst customers. For some, it can be a deterrent to making a complaint at all,” says Ms Young. 

In the Western Plains, where outdated and incapable grids already impact the viability of locals diving into renewables, another obstacle to easy ownership isn’t good for the industry. 

According to the Australian PV Institute, an estimated 37,727 dwellings have installed solar power, as at 31 March 2022.

As energy prices continue to rise, the reliable alternative is a welcome solution, if it weren’t for the challenges that accompany renewables so far. 

Ms Young said that stakeholders must respond before interest shifts away. 

“Collaboration between governments, regulators, and stakeholders like EWON is essential to prevent a two-tier energy market which protects some customers and not others,” Ms Young said.