Contact your solar installer if you have questions about:

Your solar system or equipment

• Solar panels, inverter or battery faults
• Monitoring apps not working or showing errors
• Physical damage, noises, warning lights or performance concerns
• Warranties, repairs or maintenance

Changes to your system

• Adding more panels or a battery
• Replacing an inverter
• Temporarily shutting down or safely isolating the system for electrical work
  
  

Your installer is responsible for the design, installation and ongoing performance of your solar system under warranty and Australian standards.

Contact Jemena if you need help with:

Network connection and metering

• Questions about your solar connection approval or conditions
• Export limits that apply to your connection
• Electricity meters used to measure solar generation and exports
• Safety issues involving the electricity network (poles, wires or service lines)

Network changes

• Permanent disconnection or decommissioning of a solar system
• Changes that affect how your system connects to the electricity network

Jemena does not sell or maintain solar systems and cannot troubleshoot customer‑owned equipment. Our role is to operate a safe and reliable electricity network.

Contact your energy retailer if you need help with:

Billing and accounts

• Feed‑in tariffs or credits for solar exports
• Electricity bills and usage charges
• Changes to your electricity plan

Account changes

• Moving house or closing an electricity account
• Updating details after a meter change
• Questions about smart meters and billing impacts

Your retailer is the company that sends your electricity bill and manages your pricing and payments. 



*It is important to note – your electricity smart meter needs to be solar configured to complete your solar connection to the Jemena Network. Your energy retailer needs to arrange for a service order requesting Jemena to do this. Jemena will receive the service order request and then configure your metering accordingly for your solar connection.

Solar ownership and property changes

Selling or buying a home with solar

If a property with rooftop solar changes ownership:

• The solar system stays with the property
• The outgoing owner should:
  
  • Transfer monitoring access or apps to the new owner
  • Provide manuals, warranties and installer details
  • Close or update any virtual power plant (VPP) or battery programs
• The new owner should:
  
  • Contact their energy retailer to set up a new electricity account
  • Contact the installer or equipment manufacturer to gain monitoring access

Jemena does not manage ownership transfers of solar equipment but may need to update records if connection details change.

Decommissioning or removing a solar system

You may need to decommission a solar system if:

• A system is permanently removed
• Major renovations affect the electrical installation
• A damaged or non‑compliant system cannot be repaired

What to do:

1. Contact a licensed solar installer or electrician to safely disconnect and remove the system. Or your solar installer who installed the system would be ideal.
2. Notify Jemena Electricity Networks so the solar connection can be permanently removed from the network.
3. Contact your energy retailer to update your billing and account details.
   
   Decommissioning ensures the electricity network and your property remain safe and compliant.

Other common solar questions

My solar system isn’t exporting electricity

• Check your installer for system or inverter issues
• Check your retailer for billing or feed‑in tariff set‑up
• Export limits may apply in some areas to protect the network

I want to upgrade my system

• Speak with your installer first
• Contacting your retailer also important as they may need to update your billing arrangements
• Any system changes must be approved by Jemena before connection

Tip for customers

If you’re unsure what a term means on your bill, inverter screen or installer paperwork:

• System or equipment term? Contact your solar installer
• Billing or feed‑in tariff term? Contact your energy retailer
• Network or export limit term? Contact Jemena Electricity Networks