All solar companies
are required to provide customers with a user manual and train them
in the proper use of the system. The customer is also given a service
card in which periodic service/maintenance visits and problems are
logged. Each solar home system (SHS) customer along with the dealer,
complete a Customer Acceptance Receipt (CAR), the details of which
are sent to the Administrative Unit (AU). The AU maintains a database
of all SHS customers along with details of the SHS in use. Solar companies
use the back of the CAR to provide details of the mandatory Money-back
Guarantee Scheme, Warranty Scheme and Customer Complaint Scheme.
Money-back Guarantee Scheme A RERED Project accredited solar company is required to provide
the customer the right to return the SHS within 30 days of installation
without having to give any reasons. The amount refunded will be no
less than 75 percent of the selling price of the SHS when the PV module,
controller, battery and light fixtures are returned to the solar company
in good working condition.
Warranty The solar company is required provide a performance warranty
for the SHS installed in the customer’s premises. The warranty
period is one year for the complete SHS unit and ten years for the
photovoltaic module, with the exception that there is no warranty
for light bulbs/tubes and fuses. The solar company is required to
investigate the warranty claim and correct the problem within 14 days
of receiving the notification.
Complaint Investigation If the customer is dissatisfied with the service he/she is
getting from the SHS, a complaint may be made to the AU which will
investigate the problem. The AU gives a deadline to the solar company
to resolve the complaint and report back, and failing, it then engages
an independent consultant to investigate and suggest remedial actions.