How Warranty Claims Are Assessed

When a warranty request is received, MyEnergy first reviews the available system information to identify the likely cause of the issue.

We may request:

• Site address and MyEnergy job number
• Equipment model and serial number
• Fault codes or alarms
• Photos and screenshots
• Monitoring data
• Details of when the issue started
• Any recent changes to the system or property

Where possible, remote diagnostics will be completed before arranging site attendance.

If the cause cannot be confirmed remotely, a site inspection may be required.

The inspection will determine whether the issue relates to:

• A product fault
• MyEnergy’s original installation work
• Maintenance or servicing
• Internet or network changes
• Third-party work
• Accidental, environmental or external damage
• Increased loads or changes made after installation

If the issue is covered, MyEnergy will coordinate the repair, replacement or manufacturer claim as required.

Manufacturer warranty claims remain subject to the manufacturer’s assessment and approval.

Call-out, travel and labour charges may apply where:

• No warranty fault is found
• The issue is outside warranty coverage
• The fault relates to maintenance, internet changes or third-party work
• The manufacturer does not cover labour or travel costs

MyEnergy will explain the next steps once the assessment is complete.

Phone: 1300 706 870
Email: support@myenergysolar.com.au