News & Events

ELECTRICAL SAFETY RECALL

05.10.2023

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ELECTRICAL SAFETY RECALL


Updated: November 22, 2023


What is the issue?

LG Energy Solution Australia is undertaking a safety recall for certain residential energy storage system batteries (ESS Home Batteries) equipped with cells manufactured between 29 March 2017 and 13 September 2018 (Replacement Recall). LG Energy Solution Australia first announced the safety recall on 24 February 2021 and later expanded the recall in August 2021 to include additional models. A recall notice is available on the Product Safety Australia website [here]



Update (October 2023) - Additional batteries subject to recall: In November 2022 a new safety recall (Diagnostic Software Recall) was notified to the Australian Competition and Consumer Commission by LG Energy Solution Australia which covers ESS Home Batteries equipped with cells manufactured between 21 January 2016 to 28 March 2017, or between 14 September 2018 to 30 June 2019 (PRA2022/19550). If you have not already had your unit replaced or refunded as part of the Replacement Recall, you should check your product again to see if your unit is subject to the Diagnostic Software Recall. A recall notice is available on the Product Safety Australia website [here]



Update (November 2023) - Additional advice from the ACCC dated 22 November 2023: The Assistant Treasurer has issued a Safety Warning Notice that contains information about the risks involved with ESS Home Batteries affected by Replacement Recall and Diagnostic Software Recall and advises consumers to immediately shut down affected ESS Home Batteries until remedied. Safety Warning Notice is available on the Product Safety Australia website [here]


The affected ESS Home Batteries may overheat and catch fire and cause injury or death and/or damage to property. Incidents have occurred and caused damage to property.


Click here to watch a video about how to check the serial number of your "RESU" battery


To check whether your battery is affected by either the Replacement or Diagnostic Software Recall, please enter your battery's serial number in the serial number check page



What products are affected?

ESS Home Batteries are marked with a unique serial number, which can be used to identify affected batteries.


Models with affected batteries include:

RESU3.3

RESU6.5

RESU10

RESU13

RESU7H Type R

RESU10H Type C

RESU10H Type R

RESU10H Type R Secondary

S/A Gen2 1P (EM048063P3S2, EM048063P3S4, EM048063P3S5)

S/A Gen2 2P (EM048126P3S7, EM048126P3S8)


The affected ESS Home Batteries were supplied nationally to consumers from 15 May 2017 via various residential solar energy storage system retailers, installers and distributors including:

AGL Energy

Baywa

Cool or Cosy

CSR

Eguana Technologies

Energy Australia

Krannich Solar

MMEM

One Stop Warehouse

Rheem

Red Earth Energy Storage

Solar Juice

Solargain

SolarHub

SolaX

Sonepar (as Solar Plus Solutions)

Supply Partners

VARTA

Various residential solar energy storage system retailers


Affected RESU batteries are LG branded systems. Affected S/A Gen2 batteries are installed in non-LG branded systems including:

SolaX Power Station, SolaX X-Cabinet and Opal Storage (also included in a related recall by SolaX here)

Redback SH5000

Red Earth Sunrise and Red Earth Drop Bear

Eguana Evolve

VARTA Pulse Neo


How do I know if I have an affected product?


You will need to first identify the serial number of your ESS Home Battery.


If you have a RESU battery (LG branded system):

Please use the guidance at the bottom of this page to identify your battery's serial number. If you need help, please immediately contact LG Energy Solution Australia using the contact details below.

To check whether your battery is affected, please enter your battery's serial number in the serial number check page here


If you have a Redback SH5000, Red Earth Sunrise, Red Earth Drop Bear, Evolve or Pulse Neo residential energy storage system:

Please contact LG Energy Solution Australia using the contact details below for help in identifying whether your battery is affected.


If you happen to have the internal LG-branded battery serial number already available, you can also check whether your battery is affected by entering your battery's serial number in the serial number check page here


If you have a SolaX X-Cabinet, SolaX Power Station, or an Opal Storage-branded system:

Please contact SolaX Power by email at service@solaxpower.com or by telephone at 1300 476 529 for help in identifying whether your battery is affected.


If you happen to have the internal LG-branded battery serial number already available, you can also check whether your battery is affected by entering your battery's serial number in the serial number check page here



I checked my serial number and my battery is subject to the Replacement Recall


*What should I do?


If your battery is affected, you should immediately switch off your battery storage system and keep it switched off to minimise the risk of fire.

To switch off the battery storage systems safely, you should refer to the instructions for the battery storage system or contact the installer or LGESAU for advice


*What happens next?


LG Energy Solution Australia will replace affected ESS Home Batteries. This replacement will be free of charge (including technician time). LG Energy Solution Australia can advise whether a replacement battery is currently available in stock (or when one will be available).

If you do not wish to wait for a replacement, LG Energy Solution Australia will provide you a full refund of your battery and remove the battery from your premises.

LG Energy Solution Australia is offering compensation to consumers to offset any increases to electricity bills following switch-off of affected batteries.



I checked my serial number and my battery is subject to the Diagnostic Software Recall


LG Energy Solution Australia is rolling out diagnostic software in affected batteries that is intended to identify and shut down batteries at risk of overheating. LG Energy Solution Australia will send further information to affected consumers who receive the diagnostic software. LG Energy Solution Australia will replace all batteries shut down by the software for free.


LG Energy Solution Australia will arrange for remote software updates to affected batteries that are online (where possible). The timing of remote installation of the software will vary, and also depends on the brand of inverter you have.


LG Energy Solution Australia will organise site visits for batteries that cannot be accessed remotely so that the software can be installed by a technician at no charge.


*What should I do?


If you have an affected battery and you are yet to receive diagnostic software either remotely or from a technician site visit, please switch the battery off and contact LGESAU to schedule a technician site visit to install the diagnostic software. To minimise the risk of fire, please keep the battery switched off until the diagnostic software is installed. If you are unsure how to switch your battery off, please contact LGESAU for assistance.

If your affected battery is a RESU7H or RESU10H model, and you are unsure if your battery has received the software remotely, you should switch off your battery and contact LGESAU to confirm whether diagnostic software has already been installed remotely.

Once your battery has received diagnostic software, you may switch it back on. If you are unsure how to switch your battery back on, please contact us for assistance.


*What happens next?


If the diagnostic software shuts down your battery, contact us by phone on 1300 677 273 or by email to productau@lgensol.com. We will replace or provide a full refund for batteries shut down by diagnostic software and remove those batteries.

We will also provide financial compensation to consumers to offset any increase to electricity bills due to switched off or shutdown batteries. Further information will be provided via email or mail correspondence to affected customers.


CONTACT US


If you have any questions, please contact LG Energy Solution Australia by e-mail to productau@lgensol.com or by phone:


From Australia 1300 677 273

From New Zealand mobile (+61) 1300 677 273.

From New Zealand land phone 0061 1300 677 273


About LG Energy Solution


LG Energy Solution is a global leader delivering advanced lithium-ion batteries for Electric Vehicles (EV), Mobility & IT applications, and Energy Storage Systems (ESS). With 30 years of experience in advanced battery technology, it continues to grow rapidly towards the realization of sustainable life. With over 23,000 employees working within its robust global network that spans the US, Europe, Asia, and Australia, LG Energy Solution is more committed than ever to developing innovative technologies that will bring the future energy a step closer. For more information, please visit https://www.lgensol.com.


How to identify the serial number of your RESU battery:



For RESU 7H and RESU10H (Type C, Type R and Type R (Secondary)).

There are two methods to check the serial number which appears in two places.

1. Underneath the battery, adjacent to the cable entry. By using a smartphone, you can photograph this label. You could try selfie mode.

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Please note that with this method, it may not be possible to capture the QR code, meaning you need to transcribe the serial number manually.

2. Behind the access cover at the bottom right of the battery. To access:

(i) Open the two latches by pressing the child-proof tab with your thumb before unlatching.

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(ii) Remove the access cover by opening slightly (2-10 degrees) and lifting off. Be sure to lift the door off - it is not hinged.


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(iii) You can then see the serial number label on a clear plastic cover. You can either photograph and transcribe it manually or, if your smart-phone has QR capture, direct it at the QR code to capture as text.


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(iv) Reattach the cover by holding in place and re-latching.




For RESU3.3, RESU6.5, RESU13 and RESU10


It is not always possible for customers to directly determine the serial number, due to its location underneath battery cables, but you may attempt before turning to alternatives.

To determine the serial number directly:

i. Look to the Right-Hand side of the battery.

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ii. You may see the serial number label partially obscured by battery cables and/or conduit. You can either photograph and transcribe it manually or, if your smart-phone has QR capture, direct it at the QR code to capture as text.

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Do NOT attempt to dismantle the battery or cabling for easier access to the serial number. Instead, use an alternative option.

Alternative options are:

1. Check your installer-provided documentation to see if your installer included your battery serial number.


2. Contacting your installer to check if they recorded your battery serial number in their internal records.


3. Arranging a site visit for your installer or a qualified electrician to check your serial number. Please ask them to first contact LG Energy Solution Australia's product department at productau@lgensol.com or on 1300 677 273 prior to their visit so we can provide technical guidance and arrange payment for their time.


4. Contacting LG Energy Solution Australia's product department to arrange an inspection and (if applicable) a replacement free of charge.

For further information, please contact LG Energy Solution Australia's product department by phone on 1300 677 273 or email at productau@lgensol.com.


enblock C Parallel Box Copy Link

enblock C Parallel Box

Specification

Home Battery Package Copy Link

LGES Inverter & LV Battery (RESU6.5/RESU10/RESU12)

Specification

Prime Copy Link

16H Prime

Specification
Compatible Inverters

Prime Copy Link

10H Prime

Specification
  • Usable Energy (kWh)

    9.6

  • Weight (kg)

    111

  • Dimensions (mm)

    504 x 817 x 295

  • Communication Interface

    CAN & RS485

  • Enclosure Protection Rating

    IP55

Compatible Inverters

Long Duration & Energy Copy Link

R1000 (17 Packs) / M48145P5B

Specification
  • Energy (kWh)

    126.6

  • Capacity (Ah)

    145

  • Nominal Voltage (V)

    873

  • Voltage Range (V)

    714 ~ 1,000

  • Dimension (W x H x D, mm)

    520 x 2,200 x 655

  • Weight (kg)

    905

Long Duration & Energy Copy Link

R1000 (17 Packs) / M48218P5B

Specification
  • Energy (kWh)

    189.9

  • Capacity (Ah)

    218

  • Nominal Voltage (V)

    873

  • Voltage Range (V)

    714 ~ 1,000

  • Dimension (W x H x D, mm)

    520 x 2,200 x 950

  • Weight (kg)

    1,305

Long Duration & Energy Copy Link

R1000 (17 Packs) / M48290P5B

Specification
  • Energy (kWh)

    253.2

  • Capacity (Ah)

    290

  • Nominal Voltage (V)

    873

  • Voltage Range (V)

    714 ~ 1,000

  • Dimension (W x H x D, mm)

    520 x 2,200 x 1,200

  • Weight (kg)

    1,680

Long Duration & Energy Copy Link

R1500 (24 Packs) / M48290P5B

Specification
  • Energy (kWh)

    357.5

  • Capacity (Ah)

    290

  • Nominal Voltage (V)

    1,233

  • Voltage Range (V)

    1,008 ~ 1,411

  • Dimension (W x H x D, mm)

    520 x 3,150 x 1,200

  • Weight (kg)

    2,407

Long Duration & Energy Copy Link

TR1300

Specification
  • Energy (kWh)

    327.712

  • Capacity (Ah)

    290

  • Nominal Voltage (V)

    1,130.36

  • Voltage Range (V)

    924 – 1,293.6

  • Dimension(WxHxD, mm)

    1040 x 1200 x 1745

  • Weight (kg)

    2308

Gen2 48V Copy Link

RESU6.5

Specification
  • Total Energy (kWh)

    6.5

  • Usable Energy (kWh)

    5.9

  • Weight (kg)

    52.0

  • Dimensions (mm)

    452 x 656 x 120

  • Communication

    CAN2.0B

  • Enclosure Protection Rating

    IP55

Compatible Inverters

Short Duration & Power Copy Link

R1000 (17 Packs) / M4864P6B

Specification
  • Energy (kWh)

    56

  • Capacity (Ah)

    64

  • Nominal Voltage (V)

    876

  • Voltage Range (V)

    714 ~ 1,000

  • Dimension (W x H x D, mm)

    520 x 2,200 x 425

  • Weight (kg)

    584

Short Duration & Power Copy Link

R1000 (17 Packs) / M48128P6B

Specification
  • Energy (kWh)

    112.1

  • Capacity (Ah)

    128

  • Nominal Voltage (V)

    876

  • Voltage Range (V)

    714 ~ 1,000

  • Dimension (W x H x D, mm)

    520 x 2,200 x 655

  • Weight (kg)

    924

Gen2 48V Copy Link

RESU10

Specification
  • Total Energy (kWh)

    9.8

  • Usable Energy (kWh)

    8.8

  • Weight (kg)

    75.0

  • Dimensions (mm)

    452 x 484 x 227

  • Communication

    CAN2.0B

  • Enclosure Protection Rating

    IP55

Compatible Inverters

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RESU13 (Superseded)

Specification
  • Total Energy (kWh)

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  • Usable Energy (kWh)

    12.4

  • Weight (kg)

    99.0

  • Dimensions (mm)

    452 x 626 x 227

  • Communication

    CAN2.0B

  • Enclosure Protection Rating

    IP55

Compatible Inverters

UPS Backup Solution Copy Link

UPS Rack/10 Packs/M4864P6B

Specification
  • Energy (kWh)

    33.0

  • Continuous Power (kW)

    115

  • Nominal Voltage (V)

    515

  • Voltage Range (V)

    420 ~ 588

  • Dimension (W x H x D, mm)

    600 x 2,000 x 650

  • Weight (kg)

    390

Telecom Backup Solution / Residential Pack Copy Link

M4863P3S

Specification
  • Energy (kWh)

    3.3

  • Capacity (Ah)

    63

  • Nominal Voltage (V)

    51.8

  • Voltage Range (V)

    42.0 ~ 58.8

  • Dimension (W x H x D, mm)

    445 x 110 x 339

  • Weight (kg)

    24

Telecom Backup Solution / Residential Pack Copy Link

M48126P3S

Specification
  • Energy (kWh)

    6.5

  • Capacity (Ah)

    126

  • Nominal Voltage (V)

    51.8

  • Voltage Range (V)

    42.0 ~ 58.8

  • Dimension (W x H x D, mm)

    445 x 110 x 587

  • Weight (kg)

    44

UPS Backup Solution Copy Link

UPS Rack/10 Packs/M48128P6B

Specification
  • Energy (kWh)

    65.9

  • Continuous Power (kW)

    132

  • Nominal Voltage (V)

    515

  • Voltage Range (V)

    420 ~ 588

  • Dimension (W x H x D, mm)

    600 x 2,000 x 800

  • Weight (kg)

    625