DC isolator issue
AGL is aware of a technical issue with a particular third-party component installed in some solar systems between 25 August 2016 and 1 November 2017. In a small number of cases, this particular componentry – the DC isolator – has been found to fail, meaning excessive heat has caused the unit to burn out.
The cause of the failure has not yet been determined. Despite the low number of incidents, AGL is taking this safety risk very seriously as these failures could present a fire risk under certain conditions.
We will be sending out an AGL representative as soon as possible to inspect and replace your current DC isolators with a different brand and model. Please note that we will not charge you for this replacement, and it is very unlikely that we will need to turn off the power to your house during this time.
For customers WITH a solar battery energy storage system.
If you have a solar battery energy storage system installed, please contact AGL solar customer service on 1300 377 118 (Option 2 then Option 1) immediately. Please do not touch or turn off any switches on your main switchboard or inverter.
For customers WITHOUT a solar battery energy storage system.
If you do not have a solar battery energy storage system installed, we need you to turn off your solar system immediately (see instructions below) to reduce any risks.
How to turn off your solar system
Instructions on how to correctly shut down your solar system are as follows.
Go to your main switchboard.
Turn off the solar supply main switch/circuit breaker in your main switchboard. This should be labelled as ‘Solar Supply Main Switch’ or ‘Main Switch (Inverter Supply)’. This will effectively shut down your solar system.
Note: This will de-energise your inverter but not the solar panels on the roof, which will still be energised. Please do not attempt to climb on your roof to inspect or clean the solar panels.
Please do not touch or turn off any other switches on your main switchboard or inverter. Please contact AGL solar customer service on
1300 377 118 (Option 2 then Option 1) if you are unsure about following these instructions.
Once your DC isolators have been replaced and your solar system is operational, we will be able to provide an individual compensation calculation based on your site. This will be estimated based on interval data or, where available, Solar Command data.
What happens next?
Safety is very important to us, and we are committed to resolving this issue as quickly as possible.
We are currently in the processes of developing a deployment system that will enable our partner installers to plan when they will be in your local area to replace the DC isolators in your solar system.
Once your solar system has been remediated and is operational again, your compensation will be calculated.
We apologise for any inconvenience and disruption this may cause. If you have any further questions, please call AGL solar customer service on 1300 377 118 (Option 2 then Option 1).
Generally, this is either down the side of your house or if an older style home it may be near the front door.
This should be located in your main switchboard and should be labelled as ‘Solar Supply Main Switch’ or ‘Main Switch (Inverter Supply)’.
No. Please do not touch or turn off any switches on your inverter. The shut down instructions provided will effectively turn off your solar system, making it safe.
No. Please do not attempt to inspect or clean the solar panels.
AGL has become aware of a technical issue with Salzer DC LB232 (a.k.a. IPV40E & IPV40ES) isolators, a third-party component installed in some solar systems.
The issue is due to heat as a result of a high resistance connection within the DC isolators, or a fault or damage to the DC isolators causing excessive heat dissipating from connectors.
The cause of these conditions has not yet been determined, but AGL considers that there may either be an underlying fault with these DC isolators, or a fault caused at the time of installation due to particular issues associated with the isolators.
In a small number of cases the Salzer DC LB232 isolators have been found to fail, meaning excessive heat has caused the unit to burn out. Despite the low number of incidents, AGL is taking this risk very seriously as these failures could present a fire risk under certain conditions.
Remediation work will start from early December and we expect to have the majority of this program of work completed within 90 days. We will advise you of your intended remediation window, which will be subject to weather and property access, via email.
No. We are likely to be able to complete the required remediation work without you being home, provided we can have safe access to your property and main switchboard in your absence. If you normally lock your gate, could you please leave this unlocked during your remediation window and could you also notify us of any reasons why we might not be able to access to your property safely, such as a dog.
We are working through impacted customers as quickly as possible, and aim to remediate the majority of affected solar systems within 90 days.
You will be compensated based on the number of days your solar system is not operational. You will either receive a credit on your AGL electricity bill or a one-off cash payment, once your system has been remediated.