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.

Program Violations Report

Consumer Complaint Reports

The Consumer Complaint Report lists all consumer complaints received by the Program Administrator, and all 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 alleged. The status of the complaint can be defined as Under Investigation, Resolved, or Closed 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.

Consumer Complaint Report

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:

Annual Complaints Reports

Glossary

Under investigation: Describes a complaint where the Program Administrator is still working with the customer and Approved Vendor and/or Designee to resolve the complaint.

Resolved: Describes a complaint where the Program Administrator was able to help the customer reach a resolution with the Approved Vendor and/or Designee, where the customer is satisfied with the Approved Vendor and/or Designee’s explanation, or where the Program Administrator is satisfied with the explanation given by the Approved Vendor and/or Designee.

Closed: Describes a complaint where the Program Administrator attempted to resolve the complaint as thoroughly as possible, but the attempts were ultimately unsuccessful, or the Program Administrator and the customer were unable to receive a satisfactory explanation from the Approved Vendor and/or Designee to fully address the customer’s concerns.

Complaint DG: DG stands for Distributed Generation. This type describes a complaint about a solar installation on the customer’s property.

Complaint CS: CS stands for Community Solar. This type describes a complaint about a consumer’s experience with community solar.