Most installers pick a trader once and stay put for years. That is sensible, because switching feels like work. It also means the first choice, or the one you drifted into, shapes your cash flow for a long time.
Here are twelve questions to ask any trader, including us. Ask them in an email so the answers are in writing.
The money questions
1. How long until I am paid, in writing?
Get a number of business days and where the clock starts: lodgement, approval or sign-off. Industry norms run five to ten business days. We settle within 24 hours of sign-off for established partners. Whatever the answer is, put it on paper. A promise that is only spoken is hard to hold anyone to.
2. What fees come off my payment?
Ask about processing fees, admin fees, registry fees, subscriptions and minimum charges. Then ask for the net dollars on a 40 STC job. Our answer: no fees of any kind. The rate card is the whole story.
3. When is my rate locked?
The price should lock at a defined moment. The best moment for you is when a complete claim is lodged. If it floats until the trader processes it, you carry the market risk. See what an STC is worth in 2026 for how to compare rate cards.
4. What is the remittance detail?
You need to reconcile payments to jobs. Ask whether remittance shows per job, per certificate and per customer address, and whether it arrives with the payment or later.
The quality questions
5. Who checks claims before they are lodged?
If the answer is “the registry will tell you”, you will find problems after the delay has started. A pre-check desk reads photos, serials and forms before lodgement. That is what we do on every claim, and it is the main reason claims clear the first time. The causes of bounces are listed in top STC claim rejection reasons.
6. Who answers the phone?
Call the number and see. Ask if you get a named account manager, and what hours the desk runs. Ours are 8am to 6pm AEST on weekdays, with a human answering. Avoid anyone promising 24/7 support unless they can show how.
7. What audit support do you give?
The regulator audits installers. Ask whether the trader will help you assemble evidence, explain a finding or respond to a request. Read how STC audits work first so you know what to ask.
8. What happens if a certificate is invalidated?
This is the one most installers forget. Certificates can be found invalid after the sale. Ask who bears the cost, how it is recovered, and whether it can be netted against future payments. Get the process in writing, and look for fair, clear terms.
The relationship questions
9. What does the portal do?
Ask for a demonstration. Can you upload files, see the status of every claim, download remittances and message the desk? A portal that is hard to use becomes email and phone work.
10. What partner perks are there?
Volume should be rewarded. Ask what happens to your rate and settlement as you grow. Our Partner Program has three tiers: Partner, Preferred and Principal, with rate premiums, priority settlement, referral credits and an account manager. Beware vague promises with no tier structure.
11. Can I talk to some references?
Ask for names of installers you can call. Not testimonials on a website, but people. A reputable trader will have them.
12. Which industry bodies do you belong to?
Membership of bodies such as the Smart Energy Council is a useful signal of standing. Ask which, then check directly. Settlement for Energy Merchants is backed by REC Traders, who have traded certificates since 2004 and are a Smart Energy Council member.
A scorecard you can copy
| Question | Trader A | Trader B |
|---|---|---|
| Days to payment (written) | ||
| Fees in dollars per job | ||
| Rate lock point | ||
| Pre-lodgement checks | ||
| Phone answered by | ||
| Audit support | ||
| Invalidation terms | ||
| Portal and remittance | ||
| Partner perks | ||
| References | ||
| Memberships |
Score each line, then work out the net dollars and the days for a typical job. The result will often differ from your first impression.
Red flags
- Rate quoted but fees “depend on volume”
- No written settlement time
- Rate floats until “approval”
- No named contact
- Refusal to explain invalidation terms
- References unavailable
- A very high headline rate with no way to see it paid
How to move if you need to
If your current trader fails several of these, switching is simpler than it looks. You keep your accreditation, and your next claim simply goes to someone else. Our switch guide explains what changes, and the how it works page walks through the four steps from sign-up to payment.
Look at the published rate on our pricing page alongside your current rate card, and then ask the twelve questions of us too. If you are happy with the answers, start trading.