PRIVACY POLICY

Last updated: [September 2026] 

Prosolar Global (Prosolar Global, “we”, “us” or “our”) is committed to protecting the privacy of individuals we deal with, including customers, prospective customers, website visitors, job applicants and suppliers. This Privacy Policy explains how we collect, hold, use and disclose personal information, and how you can access or correct your information or make a complaint.

We are bound by the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (Privacy Act). Where we collect or use credit-related information to assess your eligibility for solar or battery finance, we also comply with Part IIIA of the Privacy Act and the Privacy (Credit Reporting) Code 2014 (see the Credit Reporting summary near the end of this page).

This Policy applies to personal information we collect through our website (pro-solar.com.au), over the phone, in person, through quote and contract paperwork, and through our sales, installation, finance-referral and after-sales service processes.

Definitions

Personal information we collect

Identity information (including identity documents)

To enter into an installation agreement, register your system for the Small-scale Renewable Energy Scheme (STCs), complete grid-connection paperwork with your Distribution Network Service Provider, satisfy Clean Energy Council / NETCC accreditation requirements, or verify who we are dealing with, we may collect:

• Full name, date of birth, and signature
• Proof-of-identity documents such as a driver licence, passport, Medicare card, or other government-issued ID
• Proof-of-address documents such as a recent utility bill or council rates notice
• Property ownership or tenancy information (e.g. title details, landlord consent, strata approval)

Affordability and financial information

If you apply for solar or battery finance, a payment plan, or a buy-now-pay-later arrangement through us or a finance partner, we (or that partner) may collect:

• Income, employment status and employer details
• Expenses, assets and liabilities
• Bank account and transaction information relevant to a finance or affordability assessment
• Credit history and credit-related information obtained from a credit reporting body or finance provider

Contact and account information

• Name, address, phone number and email address
• Quote, order and installation preferences
• Account login details where you register on our website

Technical and usage information

• IP address, browser type and device identifiers
• Pages visited, referring pages and time spent on our website
• Cookies and similar tracking technologies (see the Cookies section below)

How we collect personal information

• Directly from you — via our website, phone, email, in-store or in-home consultations, and contract paperwork
• From a finance provider, broker or payment provider you deal with in connection with your purchase
• From a credit reporting body, where relevant to a finance application
• From your installer, electrician or Distribution Network Service Provider in connection with your installation
• From publicly available sources, where reasonably necessary (e.g. verifying a business’s ABN)

Where reasonably practicable, we collect personal information directly from you. If we collect information about you from a third party, we will take reasonable steps to ensure you are aware of the matters set out in this Policy.

Why we collect, hold, use and disclose your information

• Preparing quotes, contracts and system designs
• Verifying your identity and eligibility for rebates (e.g. Solar Victoria, STCs) and grid connection
• Assessing applications for solar/battery finance or payment plans, including affordability and credit checks
• Processing payments and deposits through our payment providers
• Scheduling and delivering installation, warranty and after-sales service
• Administering and recovering outstanding debts owed to us (see below)
• Complying with our legal, regulatory and industry-code obligations (NETCC, Clean Energy Council, Solar Victoria, ACCC, AER, ASIC where relevant)
• Responding to complaints and regulator enquiries
• Direct marketing about products and offers, where you have not opted out
• Improving our website, services and customer experience

Disclosure of personal information

We only disclose personal information where necessary for the purposes above, where you would reasonably expect the disclosure, where required by law, or with your consent. We do not sell your personal information.

Payment providers and finance partners

Where you pay a deposit or invoice, or apply for finance, we disclose the minimum information necessary to:

• Payment gateway and merchant services providers who process card, bank transfer or BNPL payments
• Banks and solar/battery finance providers, and finance brokers acting on your behalf, to assess and administer your finance application

These providers handle your information under their own privacy policies, which we encourage you to review before you transact with them.

Credit reporting bodies

Where you apply for finance, we or our finance partner may disclose your identity and financial information to a credit reporting body, and may obtain a credit report or credit score about you, for the purpose of assessing your application. See “Credit Reporting” below for a summary of our practices.

Debt administration and recovery

If an account with us becomes overdue, we may disclose relevant contact, contract and payment information to:

• Our internal accounts and collections team
• External debt collection agencies or law firms engaged to recover the debt
• Credit reporting bodies, where permitted, in connection with a default listing
• Courts, tribunals (including VCAT) or regulators, where necessary to enforce or defend a claim

We will only disclose information for debt recovery purposes to the extent necessary, and any external collection agency we use is required to handle your information in line with the Privacy Act and, where applicable, the ACCC/ASIC Debt Collection Guideline.

Installers, service providers and regulators

• Licensed installers, electricians and subcontractors engaged to install or service your system
• IT, hosting, CRM and marketing service providers who support our operations
• Solar Victoria, the Clean Energy Regulator, NETCC, the Clean Energy Council, your Distribution Network Service Provider, and other regulators or industry bodies, where required for rebates, accreditation or a compliance matter
• Our professional advisers (legal, accounting, insurance)
• Law enforcement or government agencies where required or authorised by law

Overseas disclosure

Some of our service providers (for example, cloud hosting, email, CRM and website analytics providers) may store or process personal information outside Australia, including in [insert countries, e.g. the United States, Singapore]. Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure the recipient does not breach the APPs in relation to that information, including through contractual protections. By providing us with your personal information, you consent to this disclosure occurring on this basis.

Direct marketing

We may use your contact details to send you information about products, promotions and offers. You can opt out at any time by using the unsubscribe link in our communications, or by contacting us using the details below. We will not send you marketing after you opt out, other than service-related communications necessary to administer an existing contract.

Credit reporting

Where you apply for finance for a solar or battery system through us, we may act as a credit provider or refer your application to a finance partner who does. In either case, credit-related information about you is handled in accordance with Part IIIA of the Privacy Act and the Privacy (Credit Reporting) Code 2014, in addition to the APPs.

What we collect:

• Identity and contact details
• Information about your application for consumer credit (amount, type, term)
• Repayment history information
• Default information and information about serious credit infringements, where applicable
• Information from credit reporting bodies used to verify your identity and assess your application

Credit reporting bodies we may deal with: [e.g. Brighte and Plenti ] — each has its own privacy policy explaining how it handles your information and how to access or correct it.

Your rights:

• Request access to the credit information we hold about you
• Ask us to correct information you believe is inaccurate, out of date, incomplete, irrelevant or misleading
• Ask us not to use your credit information for pre-screening of direct marketing by a credit provider
• Complain about a suspected interference with your privacy, including to the OAIC if unresolved

Debt administration and recovery process

If a payment is missed or an account falls into arrears, we follow an internal escalation process before referring a debt externally: reminder notices, an opportunity to arrange a payment plan, and formal notice of intended referral. Personal information used in this process is limited to what is necessary to identify the account, confirm the amount owing, and pursue recovery, and is handled confidentially by our accounts team and any external agency we engage.

Data quality

We take reasonable steps to ensure the personal information we collect, use and disclose is accurate, up to date and complete. You can help us by letting us know if your contact, financial or identity details change.

Data security and secure destruction

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure, including:

• Restricting access to personal information (including identity documents and financial information) to staff who need it to perform their role
• Storing electronic records behind access controls and, where applicable, encryption
• Requiring our Service Providers to protect personal information under contract
• Physical security controls over any hard-copy documents (e.g. locked storage)

Secure destruction: once personal information (including identity documents and financial/affordability information) is no longer required for the purposes in this Policy, and we are not required to retain it by law, we securely destroy or permanently de-identify it. Electronic records are securely deleted or wiped; hard-copy documents containing identity or financial information are cross-cut shredded or destroyed by a secure document-destruction provider.

How long we keep your information

We retain personal information only for as long as necessary for the purposes it was collected, to meet our legal, contractual, warranty and regulatory obligations, or to resolve disputes. As a guide:

[Compliance team to confirm final periods against contractual warranty terms, STC audit window, and finance-partner requirements before publishing.]

Data breach notification

We have processes in place to respond to a suspected or actual data breach in line with the Notifiable Data Breaches (NDB) scheme under the Privacy Act. Where a breach involving personal information is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by law.

Access, correction and complaints

You may request access to, or correction of, the personal information we hold about you by contacting us using the details below. We will respond within a reasonable time, generally within 30 days.

If you have a complaint about how we have handled your personal information, please contact us first so we can investigate. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner: www.oaic.gov.au | 1300 363 992.

Contact us: [email protected] | 1300 181 191 | 1, Level 8/1341 Dandenong Rd, Chadstone VIC 3148

Cookies and website data

Our website uses cookies and similar technologies to operate essential features, remember your preferences, and understand how visitors use our site. You can control cookies through your browser settings; disabling cookies may affect some website functionality.

Children’s privacy

Our services are directed at adults. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us so we can remove it.

Changes to this policy

We may update this Policy from time to time to reflect changes in our practices or the law. The current version will always be available on this page, with the “last updated” date shown above.

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