UV Power pride ourselves on running an ethical business. From when you first call us to make an enquiry, to the end of our warranty in 10 years (and beyond) we will endevour to act in the highest possible standards.
All our staff are trained in the ethical procedure in our code of conduct, to ensure everything we do is based on openness, honesty and integrity.
We abide by the industry code of conduct prescribed by the Clean Energy Council Approved Solar Retailer program, and are currently seeking accreditation for Clean Energy Council Approved retailer program.
The code of conduct is as follows.
Pre-Sale Activities Advertisements and promotions
2.1.1 Any advertisements, promotions, quotations and statements produced must be legal, truthful, and comply with all relevant legislation. Signatories must: (a) ensure all state and federal government incentive schemes are honestly and accurately represented, including not misrepresenting an association with government, or falsely claiming to be part of a government scheme; (b) not provide any false or misleading claims relating to the company, product or services being offered including system performance, stocks and substitution of products; (c) clearly attribute any claims relating to performance and savings to a reputable source; (d) advertise CLEAN ENERGY COUNCIL – SOLAR RETAILER CODE OF CONDUCT OCTOBER 2015 9 (viii) exaggerating or misleading a consumer in regards to their need for the product. (ix) making representations regarding the cost of finance or an alternative purchasing arrangement for the product, such as representing that there is no additional cost for the finance or alternative purchasing arrangement when the price of the product has been inflated above the cash price or market value of the product. Sales and quoting practices
2.1.2 Signatories must adhere to ethical sales and quoting practices during all steps of the process, including but not limited to: (a) avoiding high-pressure sales tactics that induce consumers to make hasty or uninformed decisions about the product and technologies they are selecting. High-pressure sales tactics can be defined as (for example):
(i) seeking to sell products to individuals who, or organisations that, are clearly unable to understand the information and/or the contract they are being asked to enter into. For example, deliberately targeting consumers who are vulnerable due to mental illness or physical disability, age, learning difficulties, or speaking English as a second language;
(ii) offering inflated prices and then discounts for agreeing to sign on the day or for providing testimonials and/or providing referrals;
(iii) revisiting the consumer’s premises uninvited intending to pressure the consumer;
(iv) applying psychological pressure (by appealing to the consumer’s fears, greed or vanity), to persuade the consumer to make a quick purchase decision;
(v) employing badgering techniques, such as making frequent telephone calls, to pressure individuals or organisations into signing contracts; and
(vi) if the consumer reasonably feels they have been subject to high-pressure sales tactics then this may also be considered to constitute such tactics.
What constitutes ‘reasonable’ will be determined by the Code Administrator (see section 3.1 below). (b) When engaging the consumer in their home or place of business: (i) identifying all sales agents with company-issued identification for the safety and comfort of consumers; (ii) explaining up-front the purpose of the visit and informing the consumer that they can ask the retailer to leave at any time; (iii) leaving the premises immediately if the consumer asks them to do so; and (iv) explaining to consumers their right to terminate the agreement within ten business days for unsolicited sales. CLEAN ENERGY COUNCIL – SOLAR RETAILER CODE OF CONDUCT OCTOBER 2015 10 2.1.3 Any reference to Small-scale Technology Certificates (STCs) must be consistent with Clean Energy Regulator wording, whereby an STC is a financial incentive, not a rebate, and consumers will not qualify for any government-based financial recompense at the completion of the STC creation process. 2.1.4 Consumers must be given a flyer describing this Code and also including: (a) the process for provision of consumer feedback and lodging consumer complaints;
(b) a link to the CEC Solar PV Consumer Guide. 2.1.5 An electronic link to this flyer is acceptable only if a hard copy can be provided upon request. The Code flyer will be produced and provided to signatories by the Code Administrator (see section 3.1). Point of contract 2.1.6 A written contract must be provided to the consumer that shows: (a) an itemised list of the goods to be supplied; (b) the total price of all goods and services;
(c) the total value of any discounts, STCs, Goods and Services Tax (GST) and rebates as applicable; (d) full specifications of the system, including the manufacturer, model, quantity and power rating of the solar modules and the inverter/s;
(e) a site-specific full system design including the proposed roof plan (sketch or diagram is acceptable), orientation and tilt, expected efficiency losses due to shading, and the system’s site-specific estimated energy yield, i.e. average daily performance estimate in kilowatt hours (kWh) for each month of solar generation. • The performance estimate must be based on data obtained from the CEC System Design Guidelines for Accredited Designers or other reputable source. It is acceptable for this section 2.1.6(e) to be provided as a deliverable of the contract, provided that: (i) this information is provided before the expiry of any cooling-off period; and (ii) where section 2.1.6(e) is provided as a deliverable of contract: 1. the initial contract must include a generic outline of the likely system performance estimate (to enable the consumer to make an informed purchase decision); and 2. the consumer must be entitled to a full refund upon request, if they do not consent to the site-specific full system design and performance estimate upon receipt of this information.
(f) Any site conditions and special circumstances beyond the control of the Signatory which may result in extra chargeable work not covered by the quote. This includes any additional costs that may arise at or after installation and that will not be borne by the Signatory. For example, fees for meter exchange/reconfiguration, damage on meter panels, and changing dedicated off peak control devices if required;
(g) an estimated timetable for supplying and installing the system. Where timeframes are out of control of the retailer, this can be noted with relevant disclaimers;
(h) business terms, including the payment method, deposits and timetable, and how long the quote will be valid for;
(i) details about any after-sales services, guarantees and express warranties. The warranty must: (i) Include a statement that the consumer’s rights under the warranty sit alongside the consumer guarantees which are required under ACL and cannot be excluded. • Under ACL, consumers cannot sign away their consumer guarantee rights. Signatories must not put terms into their contracts to avoid their consumer guarantee obligations. (ii) The consumer’s cooling-off and termination rights.
(j) Full disclosure of all assumptions made in relation to systems and finance offerings including: (i) system design, performance and output assumptions; (ii) financial savings including STC financial incentives, savings relating to return on investment, income and energy prices; and
(k) a clause stating that the Signatory must comply with this Code. 2.1.7 The contract must be expressed in a clear and transparent way, using plain language that is legible. 2.1.8 Signatories must endeavour to draw to the attention of the consumer specific requirements of the contract which, if not brought to the consumer’s attention, are likely to result in a dispute. For example, section 2.1.6
(g), additional fees that may arise, or if there is any difference between a price verbally quoted, and the final contract price. 2.1.9 Both parties must sign the agreement and any amendments. Equivalent methods of legal agreement other than signing a contract in person are also permitted (for example, electronic acceptance). 2.1.10 Any requirement to provide a document or information in writing can be met in electronic form, or to provide a signature can be met in electronic or verbal form. 2.1.11 Receipts must be issued for all deposits collected. CLEAN ENERGY COUNCIL – SOLAR RETAILER CODE OF CONDUCT OCTOBER 2015 12 Prior to signing the contract 2.1.12 Before the contract is signed the Signatory must provide the consumer with the address of the local office or showroom, or a telephone number where any queries can be answered. 2.1.13 Signatories must ensure that the contract is explained to consumers prior to entering into an agreement. 2.1.14 Signatories must clearly explain the process surrounding the payment and trade of STCs, including where relevant, the provision of accurate information about the operation of the STC Clearing House (i.e. that STCs in the Clearing House are only sold when there is a buyer, there is no guarantee on how long they will take to sell, and consumers are not guaranteed $40). 2.1.15 Signatories must advise consumers that their electricity contract/tariff may change following installation of solar and that the consumer should contact their electricity retailer: ( CLEAN ENERGY COUNCIL – SOLAR RETAILER CODE OF CONDUCT OCTOBER 2015 13 (a) the application is rejected and (b) the contract has already been signed, the consumer is entitled to a full refund. Finance and alternative purchasing arrangements
2.1.20 When advertising an arrangement that provides an alternative to initial outright purchase (for example, a credit contract or a lease or power purchase agreement), the Signatory must comply with section 2.1 (and all other sections) of this Code.
2.1.21 The Code does not provide an exhaustive list of the notification obligations which apply to credit providers. Credit providers are required to meet obligations imposed by section 21C of the Privacy Act 1988 (Cth) and clause 4.1 of the Credit Reporting Privacy Code.
2.1.22 When offering to a consumer, whether through the Signatory’s own or associated company or via a third party provider, an arrangement that provides an alternative to initial outright purchase, a Signatory must ensure that the consumer clearly and accurately receives the following information:
(a) the name of the provider to whom the consumer will be contracted;
(b) a clear statement regarding the nature of the arrangement being entered into (e.g. whether it involves a credit contract or other financial product within the meaning of the Australian Securities and Investments Commission Act or a nonregulated credit arrangement);
(c) a clear statement that the periodic payments are available only if the consumer wishes to take advantage of the finance or alternative purchasing arrangement;
(d) the comparative cost of that same product if the consumer was to purchase it outright on that day; (e) a clear statement that fees and charges apply in relation to the arrangement, including:
(i) the dollar amount of fees and charges applied under the arrangement and what each fee and charge represents; (ii) whether the fees are fixed and, if not, details of escalation rates; and (iii) where and in what form the consumer can expect the fees and charges to appear in the finance or alternative purchasing arrangement contract;
(f) under a solar leasing agreement, the aggregate amount payable over the life of the agreement’s term;
(g) under a power purchase agreement, the aggregate amount payable over the agreement’s term based on a reasonable and stated estimate of the solargenerated electricity consumed by the consumer;
under a power purchase agreement, a clear statement that the consumer must pay the stated price for solar-generated electricity for the term of the contract and that the stated price may not reflect the market price and may not be competitive with the price of electricity purchased through other methods; (i) details of any exit payments or penalties associated with the finance or alternative purchasing arrangement;
(j) a statement as to whether the consumer owns the system at the conclusion of any plan or agreement under the terms of the arrangement and/or details, including any associated costs and/or fees, of any option or options available to the consumer to purchase the system at the end of the term; and (k) a statement that questions and complaints about the arrangement should be directed to the provider with whom the consumer is or will be contracted and:
(i) if the provider is a member of such a scheme, to the relevant external dispute resolution scheme; (ii) if the arrangement involves a credit or other financial product, the Australian Securities and Investments Commission (ASIC) or (iii) if the arrangement does not involve regulated credit or other financial product, to the relevant state based authority which has responsibility. To comply with this section
2.1.22, a Signatory may, for example, provide the third party provider with a pro forma to be completed by that provider and attached to the Signatory’s contracts, or attach the standard terms of the provider.
2.1.23 A Signatory must make reasonable enquiries as to whether the arrangement that is to be offered to a consumer (whether by the Signatory or by another business introduced to the consumer by the Signatory or Approved Retailer) is regulated by the National Consumer Credit Protection Act 2009 (Cth) (“the NCCP Act”), such that the provider of the arrangement would need to hold an Australian Credit Licence. If as a result of those enquiries, the Signatory believes that the arrangements will not be regulated by the NCCP Act, the Signatory must ensure that: (a) The relevant contract includes a provision substantially in the form set out in section 2.1.24 below ; and (b) the provision referred to in section 2.1.23(a) is signed by the consumer. Note: If an arrangement is a credit contract or a consumer lease that is regulated by the NCCP Act, the credit provider must hold an Australian Credit Licence. Any business that has a role in introducing the consumer to the credit provider (e.g. the Signatory or the Approved Retailer) may also need to hold a licence or be a credit representative of a licensee. It is a breach of the NCCP Act to engage in activities without holding a required licence or being a credit representative of a licensee. The obligations in this section are in addition to the legal obligations under the NCCP Act. A Signatory or Approved Retailer should obtain advice as to their obligations under the NCCP Act. CLEAN ENERGY COUNCIL – SOLAR RETAILER CODE OF CONDUCT OCTOBER 2015 15 2.1.24 “This arrangement is not regulated by the National Consumer Credit Protection Act 2009 (Cth) (“the NCCP Act”). As a result: (a) if you have a complaint about the arrangement, you may not have access to the services of an external dispute resolution scheme that has been approved by ASIC. This means that you may have to go to court to resolve a dispute with the provider. (b) if you have trouble paying the periodic payments required under the arrangement: (i) you may not have the right to ask the provider for a hardship variation to help you get through your financial difficulty. (ii) The provider may take action against you for non-payment without giving you an opportunity to remedy the default.” 2.1.25 Signatories will not offer an agreement which involves “third line forcing”, such as supplying solar panels on condition that the consumer purchase energy from another energy supplier, unless prior notification to, or authorisation from, the ACCC has been provided in accordance with the Competition and Consumer Act 2010.
2.2 Post-Sale Activities Pre-installation Cooling-off period
2.2.1 For unsolicited sales, consumers must be given ten business days after they sign the contract to cancel the contract without penalty (the “cooling-off period”).
2.2.2 Where a consumer wishes to withdraw from a valid contract after the expiry of any cooling-off period, signatories are entitled to apply their own policies regarding fees for cancellation, in line with the termination rights specified in the initial contract, provided that such cancellation fees do not amount to unfair contract terms under the ACL. Cancellation fees must be reasonable, and related to the cost incurred by the Signatory. Consumers have rights under unfair contract terms provisions in ACL relating to cancellation of contracts and termination fees. Refunds
2.2.3 Once the consumer has signed the contract, any variations to the system design must be documented and signed off by the consumer prior to installation.
2.2.4 The Signatory must provide the consumer with a full refund upon request when: (a) the final system design provided in accordance with section 2.1.6(e) is significantly different to that quoted at the point of contract and is not signed off by the consumer; CLEAN ENERGY COUNCIL – SOLAR RETAILER CODE OF CONDUCT OCTOBER 2015 16 (b) in accordance with section 2.1.6(f), the site-specific full system design and performance estimate is provided as a deliverable of the contract and: (i) this information is not provided before the expiry of any cooling-off period; and (ii) the consumer does not consent to this information upon receiving it; (c) the estimated delivery timeframe for installation completion that was agreed upon at the point of contract is not honoured, for reasons reasonably within the Signatory’s control, and the consumer does not consent to a revised timeframe; (d) in accordance with 2.1.19 above, the Signatory acting on behalf of the consumer to obtain grid connection approval does not do so prior to installation, and the consumer does not receive approval from the distributor to connect a system; and (e) extra chargeable work arises, which was not specified in the initial contract, and the additional costs are not borne by the Signatory and the consumer does not consent to these additional costs. Post-installation
2.2.5 A Signatory must advise the consumer how to measure the performance of their system. The Signatory must specify, using at least one of the following methods, how energy output can be measured: (a) demonstration; (b) written instructions on how to read the inverter; or (c) provision of a measuring device that links back to the inverter. Energy output is a reasonable measure of performance; savings are not.
2.2.6 Signatories must inform consumers how to appropriately maintain their system and that they should do so on a regular basis (providing maintenance documentation in accordance with section 2.3 below is sufficient). Connection to the electricity grid
2.2.7 To facilitate connection to the grid, the Signatory must: (a) in accordance with section 2.1.18, prepare and submit within a reasonable timeframe all relevant documentation required by the electricity retailer and/or distributor for meter installation and connection of the system to the network; or (b) in accordance with section 2.1.17, signatories must clearly explain to the consumer the process for preparing and submitting the documentation required by the electricity retailer and/or distributor. CLEAN ENERGY COUNCIL – SOLAR RETAILER CODE OF CONDUCT OCTOBER 2015 17 2.2.8 The Signatory must explain to the consumer the process from system installation to network connection. The Signatory must: (a) notify the consumer when it has provided the relevant paperwork to the electricity retailer and/or distributor (if applicable) and how the paperwork was provided, for example, by email; (b) give the consumer expected timeframes for each step of the process; (c) advise the consumer who they should contact to follow up on progress; and (d) advise of any potential problems that may arise.
2.2.9 The Signatory must respond within a reasonable timeframe to any additional compliance requests from the distributor or electricity retailer (for example, resubmitting incorrect paperwork), and consult with the consumer if necessary.
2.2.10 A standard minimum retailer’s warranty period of five years1 on the operation and performance of the whole solar PV system, including workmanship and products, must be provided to the consumer by the Signatory. (a) That retailer’s warranty exists over and above the consumer’s rights under consumer guarantees in ACL. (b) The consumer is entitled to claim a remedy if the goods or services do not meet a consumer guarantee or retailer’s warranty. (i) The Signatory must implement warranty repairs or replacements within a reasonable timeframe. (ii) The consumer is not entitled to a remedy when the Signatory does not meet a consumer guarantee (statutory and retailer’s warranty) due to something: A. someone else said or did (excluding the Signatory’s agents or employees); or B. beyond human control that happened after the goods or services were supplied (for example, force majeure events, possums, extreme weather). Privacy 2.2.11 The Signatory has obligations under the Privacy Act 1988 (Cth) and the Spam Act 2003 (Cth) in relation to collection, use and disclosure of personal information. The Signatory must be aware of and comply with such legal obligations at all times. 1 This warranty period is the minimum applicable to the service component of installation and all products (inverters, panels, electrical components etc.). Certain products, for example, panels and inverters, might have a warranty that exceeds five years. CLEAN ENERGY COUNCIL – SOLAR RETAILER CODE OF CONDUCT OCTOBER 2015 18 2.2.12 Subject to 2.1.11, a Signatory may use personal information collected from consumers: (a) for the purpose of the intended sale; and (b) for future marketing of its products and services that relate to the sale; or (c) where a consumer might otherwise reasonably expect to receive marketing material from the Signatory.
2.2.13 Signatories may (but are not required under this Code to do so) seek the consumer’s consent, by way of an opt-in clause in the contract or other appropriate document, to receive marketing material.
2.2.14 Regardless of whether a consumer consented to receiving marketing material pursuant to 2.2.13 above, Signatories must provide a simple means by which the consumer may easily request not to receive direct marketing communications, and include a prominent opt-out provision in each marketing communication, clearly telling consumers about the means for opting out of future marketing communications.
2.2.15 Signatories must not use consumers’ personal data for purposes other than those described in 2.2.12 above (for example, they must not provide the data to a third party, or use the data to promote a business other than that with which the consumer has a direct relationship) unless they have obtained express permission from the consumer. 2.2.16 This section sets out the minimum standard for use of customer data. Signatories can determine their own marketing practices, in accordance with all other provisions of this Code and pursuant to the Privacy Act 1988, beyond meeting this minimum standard.
2.3 Documentation 2.3.1 Section 2.3.2 contains a list of documents that the consumer must receive once the PV system is installed and who is responsible for providing that documentation. Signatories must ensure that the responsible parties below provide the consumer with this documentation.
2.3.2 The following documentation must be provided to the consumer in either electronic format or hard copy. Where appropriate, specified details of where this information can be found (for example, a web link) is acceptable. However, hard copies must be provided upon request by the consumer. Party responsible Documents Retailer • List of equipment • Warranty information • Equipment manual • Equipment handbook • Array frame engineering certificate Designer • Shut down and isolation procedure • System performance estimate • Maintenance • Earth fault alarm actions • System connection diagram • Site inspection checklist Installer • Testing/commissioning • Declaration of compliance • Certificate of electrical safety (where applicable)
2.3.3 Signatories are accountable for the work of their sub-contractors. In addition to the document requirements set out above, Signatories must be aware of any other documentation required by electricity distributors and regulators in their regions of operation.
2.4 General Business and Obligations of Signatories Compliance with the law
2.4.1 Signatories must comply with all local, state and federal legislation, CEC Accreditation Guidelines and regulations including but not limited to:
(a) The Renewable Energy Target (Renewable Energy (Electricity) Act 2000 and Renewable Energy (Electricity) (Charge) Act 2000) which is supported by the Renewable Energy (Electricity) Regulations 2001.
(b) The Australian Government Do Not Call Registry (Do Not Call Register Act 2006) and associated telemarketing standards including permitted hours for contacting consumers.
(c) Schedule 2 of the Competition and Consumer Act 2010, which replaced the Trade Practices Act 1974.
(d) Respecting “Do Not Knock” and “No Hawkers” stickers
(e) Additional outlined in Appendix 5.4. In-house procedures and complaints handling
2.4.2 Signatories must be responsive to, and deal appropriately with, consumers at all times.
2.4.3 Consumers have the right to expect that PV systems supplied by a Signatory will:
(a) perform properly;
(b) reflect the agreed contract;
(c) be fit for purpose as per the specifications provided and as outlined by the Signatory; and
(d) meet the standards the consumer would reasonably expect, including those set out in this section 2: General Rules and Standards.
2.4.4 If a consumer is dissatisfied with a product or service offered or provided, they can submit a complaint to the Signatory. A complaint may include, for example, any expression of dissatisfaction with a product or service offered or provided, with the sales process or salesperson, or with the complaints handling procedure itself.
2.4.5 Signatories must have an appropriate internal complaint handling procedure that is fair, efficient and transparent, in line with the following: (a) the complaint handling procedure must be compliant with relevant legislation and standards including the Australian Standard on Complaints Handling AS ISO 10002-2006, which Australia adopted as the replacement for AS 4269 in 2006;
(b) information about the complaints process must be made available to consumers and staff;
(c) the Signatory must log the complaint and begin its investigation within a reasonable time of its receipt;
(d) every reasonable effort must be made to advise the complainant as soon as possible of receipt of the complaint and the expected timeframe for resolution of that complaint;
(e) feedback on the outcome of complaints must be provided to the consumer within 21 days of receipt. Where additional time is required:
(i) consumers must be informed of the need for more time to complete investigation; and (ii) the investigation must be completed within 45 days of receipt of the complaint;
(f) where a consumer is dissatisfied with the outcome of a complaint, the Signatory must provide the consumer with the appropriate contact details for escalating that complaint either internally or externally to the relevant state or territory industry consumer protection organisation, as an independent dispute resolution body. Signatories must ensure that consumers fully understand the various avenues of complaint available to them. This is best done by clearly documenting those avenues in the complaints handling procedure. Consumers who have attempted to have their complaint resolved by the Signatory and are dissatisfied with that response must be referred by the Signatory to the applicable industry ombudsman or consumer affairs body; and
(g) Signatories must maintain appropriate record keeping of complaints and their outcomes.
2.4.16 Signatories must ensure that its employees and representatives, whether employed directly, subcontracted or selling or providing services on the company’s behalf, are aware of the Code and their responsibilities under the Code.
2.4.17 For all system designs and installations, Signatories must employ and contract CECaccredited designers/installers who abide by the CEC Accreditation Code of Conduct and Accreditation Terms and Conditions, or an equivalently trained accredited designer/installer as defined by the federal government in accordance with the Renewable Energy (Electricity) (Cth) Regulations 2001.
2.4.18 Signatories must ensure the safety of their installers, subcontractors and employees. (a) Persons must be appropriately qualified and have completed safety training modules (as listed in CEC Accreditation Guidelines) appropriate to the work including working from heights training. (b) Signatories must demonstrate due diligence in ensuring the safety of persons under their direct or indirect responsibility. Obligations of Signatories and grounds for action to be taken
2.4.19 Signatories have given an undertaking that they agree to follow the Code as outlined in this document.
2.4.20 Signatories must comply with the Code General Rules and Standards (this section 2) when selling, designing and installing solar PV systems.
2.4.21 Signatories are also subject to the Code Administrator’s Complaints Procedure, the Code Review Panel Terms of Reference and the Brand Mark Guidelines.
2.4.22 Signatories must not act in any way that might bring the Code into disrepute.
2.4.23 Signatories must not make any vexatious or unfounded claims against another Signatory. CLEAN ENERGY COUNCIL – SOLAR RETAILER CODE OF CONDUCT OCTOBER 2015 24 2.4.24 Signatories must ensure that their employees, contractors, agents, and any other individuals or businesses acting on the Signatory’s behalf comply with the latest version of the Code. Signatories will be held responsible for all the actions of their employees, contractors, agents, and any other individuals or businesses acting on the Signatory’s behalf to the extent that such actions are governed by this Code..
2.4.25 The Code Administrator/Code Review Panel may need to modify both the Code and supporting documentation to reflect the changing industry and ensure the Code standards continue to meet the stated objectives of the Code. Changes required may be identified through regular reviews of the Code which will assess the Code’s effectiveness and possible areas for improvement (see section 3.8). Any major changes will be undertaken in consultation with the key stakeholders including signatories, industry, ACL regulators and consumer protection agencies. Signatories are obliged to comply with the most current version of these documents at all times. Code signatories will be notified by email of any changes to these documents, and will be given three months’ notice of any significant changes.
2.4.26 The Code Administrator/Code Review Panel may take action where there is any failure by a Signatory to meet their obligations under the Code. These circumstances include: (a) any conduct or activity which has or may bring the Code into disrepute; (b) failure to observe and conform to all relevant Australian Standards and all relevant CEC Accreditation Guidelines, and all applicable laws, ordinances, regulations and codes of practice; (c) failure to comply with the requirements for provision of information and data as outlined above in section 2.4: Information to be provided to the Code Administrator; (d) failure to pay any fees and charges associated with being a Signatory; (e) making any false or misleading declarations or statements to the CEC relating to the Code and the Signatory’s conduct; (f) where there are complaints of a serious nature made against the Signatory that are unresolved; (g) where the Signatory becomes bankrupt, insolvent, or their organisation is placed under administration; and (h) serious, wilful, systemic, repetitive non-compliance with the potential to impact a large number of consumers or to have a serious impact on a lesser number of consumers.