Glean Solar Installer Code of Conduct

At Glean, we are committed to maintaining the highest standards of professionalism, integrity, and customer satisfaction. Our solar installers are chosen based upon and are expected to adhere to the following Code of Conduct to ensure a positive experience for both homeowners and fellow members of the Canadian solar community.

1. Commitment to quality – Solar installers must deliver high-quality solar PV systems that meet or exceed industry standards and regulations. Use certified and reputable solar equipment that adheres to relevant safety and performance standards. Stay informed about industry best practices and incorporate them into your installation processes.
2. Transparency and honesty – Provide clear and accurate information about the installation process, costs, and expected benefits of solar PV systems. Do not hide costs or overestimate solar production estimates.
3. Professionalism – Conduct business in a professional manner, treating customers and Glean employees with respect. Do not communicate with or visit the property of a Glean customer unless you have won the work and we have made an official introduction.
4. Timely and efficient service – Respond to Glean quote requests within 2 business days. Deliver solar quotes to Glean by the stated deadline. Once introduced to a customer that has chosen your quote, follow-up within 2 business days with next steps. Collect an initial deposit from customers as quickly as possible and let Glean know when an invoice can be sent. Pay invoices within 15 days. Attempt to complete installations within the agreed-upon timeframe, and notify customers of any delays or changes. Respond promptly to customer inquiries and provide updates on installation progress.
5. Conflict resolution – Handle disputes with customers or Glean staff professionally and seek resolution through open communication and negotiation. Report any concerns from customers to Glean.
6. Fair pricing – Do not intentionally price solar projects much lower than industry average to win the work only to increase the price later. Do not intentionally price solar projects excessively higher than industry average.
7. Ethical Pricing and door-to-door sales – The door-to-door sales of solar panels has become a huge issue over the past several years, especially in Alberta. Glean installers must not employ high pressure sales tactics, aggressive behavior towards homeowners, unethical sales practices or corrupt sales tactics. Alberta solar installers that use door-to-door sales to generate work in any way are not eligible to join Glean’s installer network. Non-Alberta solar installers that use door-to-door sales may be asked to prove that they do so ethically.
8. Communication – Glean solar installers must communicate regularly with customers once an introduction is made. A dedicated in house sales or customer representative to handle customer communication is required. Solar installers that clearly communicate with customers regularly, keep them updated as their project progresses and answer their questions in a timely manner are preferred. Solar installers must also provide Glean with updates when changes are made to internal or external business processes. This includes but is not limited to significant changes to relevant staff, service area, installation practices, etc.
9. Sub-contracting – Installers must complete solar installation work with in-house labour. Installer’s that choose to subcontract installation work will be removed from our network.

By adhering to this Code of Conduct, our installers contribute to the success of their company, Glean and help build trust within the solar community. Failure to comply with these guidelines may result in consequences, including the termination of their participation in Glean’s installer network. We thank our installers for their commitment to excellence and ethical business practices.