Program Violations and Complaint Reports

Program Violations Report

The Program Administrator publicly posts warning and suspension letters involving Approved Vendors and Designees found to have violated Program guidelines on the Illinois Shines website. The report was developed in the interests of fairness, transparency, and awareness to help ensure that all current and potential customers and all Approved Vendors and Designees are aware of these violations, and thus do not unknowingly partner with Approved Vendors or Designees that are suspended from the Program. The report is also designed to provide information to potential project hosts, installers, and other interested parties.

This report is updated when changes occur. It is also updated on a quarterly basis to remove warning letters issued more than 12 months prior to that quarter. It is the responsibility of Approved Vendors and Designees to remain informed of this information as the Program Administrator will not send out specific communications each time an addition or other change is made to the report. For violations that are egregious and for disciplinary decisions outside the norm, or when other circumstances warrant it, the Program Administrator may provide extra communication to Approved Vendors regarding the decision. Please contact the Program Administrator at (877) 708-3456 or [email protected] with any questions on the process.

The Illinois Power Agency Solar Programs Consumer Complaint and Disciplinary Actions Reports filed with the Illinois Commerce Commission, and the Program’s Consumer Protection Database, can be viewed below.

Consumer Complaint Reports

The Consumer Complaint Report lists all consumer complaints received by the Program Administrator, and Approved Vendors and Designees who have been suspended from the Illinois Shines Program. This report lists complaints and suspensions in an abridged format.

This report is updated regularly to ensure that the information is up to date and serves as a valuable tool for consumers to make informed decisions. The identified subject of the complaint is based upon the information received from the complainant and may or may not reflect the actual circumstances. The status of the complaint can be defined as Under Investigation, Resolved, Closed, or Reopened based on the resolution of the complaint as determined by the Program Administrator (see glossary below). Approved Vendors and/or Designees that have been suspended as a result of violations of the Program Guidebook are identified in the database as either currently suspended or having completed a suspension. More information on suspensions is included in the Program Violations Report, which can be viewed by clicking the link above.

Annual Complaints Report

The Illinois Power Agency (IPA) files an Annual Complaints Report with the Illinois Commerce Commission. The filing contains additional information regarding complaints received and any disciplinary actions taken by the Program Administrator over the course of the year. The Program Administrator ensures that your personal information will not be released through the publishing of complaints in this database or the Annual Complaints Report. Annual Complaints Reports can be viewed by clicking this link:

Glossary

Under Investigation – This status indicates a complaint that is actively being investigated by the Program Administrator as of the date of release of this Report. A complaint remains in this status until (a) it is marked as Resolved, or (b) the Program Administrator determines that it is unable to reach a resolution between the parties, or (c) the complainant becomes unresponsive to the Program Administrator.

Resolved – Resolved complaints can be divided into seven categories: “Resolved – Able to reach a resolution”, “Resolved – By another entity involved with the project”, “Resolved – Escrow”, “Resolved – Program Administrator is satisfied with entity receiving complaint’s response”, “Resolved – Solar Restitution Program”, “Resolved – Stranded Customer process” and “Resolved – “Unbatching” and reassignment process”.

Resolved – Able to reach a resolution – This status indicates a complaint where the Program Administrator was able to help the customer reach a resolution with the entity receiving the complaint.

Resolved – By another entity involved with the project – This status indicates a complaint where the Program Administrator was able to help the customer reach a resolution with the assistance of another entity that was involved in this project when the entity receiving the complaint was unable or unwilling to resolve the complaint.

Resolved – Escrow – This status indicates a complaint where the Program Administrator was able to help the customer reach a resolution through the escrow process in cases when the Approved Vendor was very likely not going to pass through promised incentive payments to the customer.

Resolved – Program Administrator is satisfied with entity receiving complaint’s response – This status indicates a complaint where the Program Administrator is satisfied with the explanation given by the company even if the customer’s concerns may have not been fully resolved by the entity receiving the complaint’s response.

Resolved – Solar Restitution Program – This status indicates a complaint where the customer was financially harmed by an Approved Vendor’s or Designee’s violation of Program requirements and the Program Administrator was able to help the customer reach a resolution through the Solar Restitution Program.

Resolved – Stranded Customer process – This status indicates a complaint where the Program Administrator was able to help the customer reach a resolution with the assistance of an entity that was not originally involved in this project when the entity receiving the complaint was unable or unwilling to resolve the complaint.

Resolved – “Unbatching” and reassignment process – This status indicates a complaint where the Program Administrator was able to help the customer reach a resolution through the “unbatching” and reassignment process when their original Approved Vendor was unable or unwilling to move forward with their application.

Closed – Closed complaints can be divided into three categories: “Closed – Approved Vendor or Designee nonresponsive”, “Closed – Customer Nonresponsive” and “Closed – Unable to reach a resolution”.

Closed – Approved Vendor or Designee nonresponsive – This status indicates a complaint where the entity receiving the complaint did not provide all the information necessary for the Program Administrator to investigate the complaint, or where the entity receiving the complaint did not respond to the Program Administrator’s deadlines related to the complaint. The failure of an Approved Vendor or Designee to meet deadlines and/or respond to the Program Administrator during the investigation of a complaint or consumer protection issue could impact that entity’s status in the Program, including potential disciplinary action and suspension.

Closed – Customer Nonresponsive – This status indicates a complaint where the customer did not provide all the information necessary for the Program Administrator to investigate the complaint, or where the customer did not respond to the Program Administrator’s attempts to address their complaint. If the Program Administrator does not receive adequate documentation from the customer, the Program Administrator is unable to adequately work to resolve the complaint with the entity the complaint was filed against.

Closed – Unable to reach a resolution – This status indicates a complaint where, after multiple attempts by the Program Administrator to help resolve the customer’s concerns, the company did not resolve the customer’s concerns, or the Program Administrator and the customer were unable to receive a satisfactory explanation from the company regarding the customer’s concerns. If the company violated Program requirements, the Program Administrator may consider disciplinary action. Even though the Program Administrator’s outreach to the company did not address the customer’s concerns, the Program Administrator may be able to provide additional assistance, such as providing resources for stranded customers, and the complaint can be re-opened if additional information becomes available.

Reopened – This status indicates a renewed complaint that had previously been marked as either “Resolved” or “Closed” by the Program Administrator. Reopened complaints are complaints where the customer contacts the Program Administrator stating that the same issue in their original complaint has recurred, or that a new similar issue has arisen.

Suspended – This status means that the company violated Program requirements that are outlined in the Program Guidebook or Consumer Protection Handbook. Suspension from participation in the Program, including marketing the Program, enrolling new customers, etc.; may allow limited activities as necessary to allow resolution of outstanding issues / to avoid harm to existing customers. Projects with Disclosure Forms executed prior to suspension may continue to completion, unless nature of infraction is such that it requires a pause on project completions. Time duration determined by severity of infraction. Suspensions may be extended if terms of suspension are violated and/or additional violations are found or occur during the suspension period.

Reinstated – Entity was previously suspended from the Program but subsequently reinstated after serving the term of the suspension and satisfying all conditions for reinstatement.

Approved Vendor – An entity approved by the Program Administrator to submit project applications to the Illinois Shines program and act as counterparty to the Illinois Shines program contracts with the utilities.

Designee – Third-party (i.e., non-Approved Vendor) entities that have direct interaction with end-use customers. This includes installers, entities that perform maintenance and repair, warranty holders, marketing firms, lead generators, and sales organizations. The Agency reserves the right to add additional categories of market activities as needed.