Smoke, burning smell, arcing, sparks or visible fire?
Call 000 first. Do not go onto the roof and do not touch the switchboard. If it is safe to reach the AC main switch and the solar supply main switch from the ground, turn both off — then call us on 1800 38 50 38. A solar array still generates DC voltage in daylight even with the AC supply isolated, so only a licensed electrician should work beyond the main switch.
Your system is down, damaged or unsafe. Call now — diagnosis starts on the phone
Licensed electrical response for solar, battery and EV charging faults across NSW. We attend systems we didn't install. Every callout ends with a written cause report, test results and photographs you can give an insurer, a landlord or a board.
- Immediate phone triage — a licensed electrician, not a call script
- Make safe and isolate on attendance, before any repair discussion
- Documentation pack suitable for insurance and warranty claims
Response at a glance
What is happening at your site?
Pick the closest description. You will get the safety steps to take right now, how urgent it is, and what we do when we arrive.
Guidance only, based on the symptom you selected. It is not a substitute for attendance by a licensed electrician, and if you are in any doubt about safety, call 000. Response windows are indicative and confirmed on the call.
What we commit to, by severity
The same severity model we contract under for maintenance agreements. Agreement sites are prioritised; we still attend non-agreement sites, and we say so honestly rather than implying identical service.
| Severity | Examples | Acknowledge | Attendance — agreement site | Attendance — no agreement |
|---|---|---|---|---|
| S1 — Safety | Smoke, arcing, burning smell, fire damage, exposed conductors, storm or structural damage, water at switchgear | Immediate, by phone, 24/7 | Same day, metro, 24/7 | Same day where capacity allows, otherwise next morning, with phone guidance in the meantime |
| S2 — Total outage | System entirely offline, inverter failure or no-output fault, battery offline, main isolation tripped | Within 2 business hours | Next business day | Within 2–3 business days, remote diagnosis same day |
| S3 — Partial loss | String or MPPT down, one inverter of several, recurring fault codes, output well below expectation | Within 1 business day | Within 5 business days | Next available service run in your area |
| S4 — Monitoring & minor | App or portal dropout, comms fault, sensor error, cosmetic or labelling issues | Within 2 business days | Next scheduled visit | Remote resolution attempted first; attendance if unresolved |
Actual windows depend on location, safe access, weather, parts availability and, for after-hours attendance, on-call capacity. We state the window back to you on the call and record it, rather than promising a time we cannot hold.
Make safe first. Diagnose second. Quote third.
A defined sequence, in that order, every time — so the decision you make about repair is made with the site safe and the facts in front of you.
Phone triage and remote diagnosis
A licensed electrician takes the call, not a booking script. Where monitoring access is available we read fault logs before leaving the depot, which regularly identifies the fault and occasionally resolves it without a visit.
Outcome: Severity assigned, attendance window confirmed and recordedIsolate and make safe
AC and DC isolation, lock-out tag-out, exclusion zone where required, damaged components de-energised and secured. Nothing else happens until the site is safe, including on a roof we cannot safely access — in which case we say so and secure from below.
Outcome: Site made safe, isolation documented and countersignedDiagnose and test
String voltage and current, insulation resistance, earth continuity, thermal imaging where relevant, inverter and battery fault history. We identify the cause, not just the symptom — a tripping RCD has a reason, and replacing it is not a repair.
Outcome: Recorded test results and identified root causeTemporary restoration where safe
Bypassing a failed string, restoring the healthy portion of an array, reconfiguring to a working MPPT, or restoring supply without the solar circuit. Partial generation today beats zero generation until a part arrives.
Outcome: Safe partial or full operation, limitations stated in writingWritten report and priced options
Cause, test results, photographs, what we did, what remains, and options priced with the warranty position on each item — including anything a manufacturer or original installer should be covering rather than you.
Outcome: Report and priced options within one business dayPermanent rectification
Scheduled on your approval, with parts sourced through our Platinum distributor network — genuine components at wholesale rates, not whatever is available at retail. DNSP notification and compliance re-certification handled where the work requires it.
Outcome: Compliant repair, updated documentation, warranty preservedThe documentation pack — for insurers, landlords and boards
Most emergency callouts end with someone else needing proof: an insurer assessing a claim, a manufacturer assessing a warranty, a strata committee or a board approving spend. Every attendance produces that evidence as standard.
What is in the pack
- Timestamped, geotagged photographs — before, during and after
- Isolation and switching record, countersigned on site
- Full electrical test results with instrument details and calibration dates
- Thermal images where relevant to the fault
- Inverter, battery and monitoring fault logs exported
- Cause statement, written by the attending licensed electrician
- Equipment identification — make, model, serial, install date where traceable
- Warranty position on each affected component
- Priced rectification options with scope and exclusions
- Certificate of compliance for any electrical work performed
Why it matters commercially
Storm and fire claims involving solar are routinely reduced or declined because nobody documented the condition before the site was cleaned up. Our sequence captures it before anything is disturbed.
Manufacturers reject claims that say “inverter failed”. They accept claims with fault logs, test results and a licensed electrician's cause statement — which is why we pursue the manufacturer before quoting you.
A strata committee or council asset team cannot approve a verbal quote. A report with photographs, test results and priced options moves at the speed of one meeting instead of three.
A written cause statement and recorded test results mean our diagnosis is checkable by any other electrician. That is deliberate.
We attend systems we didn't install, for people who aren't customers yet
Any brand, any installer
Including systems whose original installer has closed. We identify equipment from nameplates and pursue manufacturer warranty on your behalf even though we sold you nothing.
Callout fee stated before we book
A flat attendance and diagnosis fee, quoted on the phone and confirmed in writing, covering make safe, testing and the report. Repairs are separate and never assumed.
No obligation to proceed
The report and test results are yours whether you engage us for the repair or take them to someone else. We would rather be the provider you trust next time than the one you felt trapped by.
Callout credited if you take an agreement
If the callout leads to a maintenance agreement within 60 days, the attendance fee is credited against your first year. The baseline audit picks up where the callout finished.
Asked during a fault
Safety guidance first, commercial detail second — the order that matters when something has gone wrong.
☎ Call 1800 38 50 38Emergency support · NSW
System down? Log the fault here
If it is unsafe — smoke, burning smell, arcing, exposed cable — isolate the system and call 000. For everything else, give us the detail and we will get a licensed technician moving.
- Licensed electrical contractor, not a call centre triaging your fault
- Tell us the fault code and we can often diagnose before we arrive
- Fixed callout price quoted before anyone is dispatched
- We check warranty and insurance positions while they are still claimable
Your details are used to get a technician to you and to prepare your quote. We do not sell lists, and you can opt out of anything else at any time.
If it is urgent, call. If it is not, we will come on the next run.
One number for solar, battery and EV faults across NSW — any brand, any installer, agreement or not. Triage is immediate and every attendance ends with a written cause report you can act on.
Want faster committed response? See maintenance agreements and service levels. Tendering an emergency response panel? See the compliance matrix.
Emergency guidance on this page is general information only and is not a substitute for attendance by a licensed electrician. In any situation involving smoke, fire, heat or exposed live conductors, call 000 first. Response windows are indicative and confirmed at the time of the call. Crown Solar — trading name of Urban Environmental Revolution Australia Pty Ltd · ABN 34 612 046 885 · NSW electrical contractor licence 378172C.