At Solaring, we believe every customer should have clear, practical information before making decisions about solar, battery storage and related energy solutions. This Consumer Guide explains what you should consider before purchasing a system, what information you should expect from us, your responsibilities as a customer, and what to do if you need support after installation.
Our aim is to make the process transparent, straightforward and easy to understand from initial enquiry through to installation and ongoing support.
Before You Purchase
Before entering into an agreement for a solar or battery system, we recommend reviewing the proposed system carefully and making sure you understand what is being supplied.
Your proposal or quotation should clearly identify the products and services included in your system, such as:
- Solar panels and their specifications
- Inverter make and model
- Battery storage, where applicable
- System capacity and estimated performance
- Installation works included
- Applicable warranties
- Total system price
- Any applicable rebates, incentives or other financial benefits
- Payment terms
- Expected installation process
Customers should ask questions about any item they do not understand before accepting a quotation or entering into an agreement.
Understanding Your Solar System
The performance of a solar system can vary depending on a number of factors including the size and orientation of the roof, shading, local weather conditions, electricity consumption patterns, system design and the products installed.
Any estimated savings or energy production figures should be considered estimates rather than guarantees unless specifically stated otherwise in the agreement.
Actual savings will also depend on factors including your electricity retailer, electricity tariff, feed-in tariff and how much solar energy is used within the property.
Solar Panels, Inverters and Batteries
Different solar panels, inverters and battery systems have different specifications, features, warranties and performance characteristics.
Before purchasing, customers should understand the products included in their proposal and the warranties that apply to them.
Product warranties are generally provided by the relevant manufacturer, while installation or workmanship warranties may be provided separately by the installer or retailer.
Customers should retain copies of their quotation, invoice, warranty information and installation documents for future reference.
Installation
Before installation, Solaring will provide information about the proposed system and installation process.
Customers should ensure that the information they provide about their property is complete and accurate.
During the installation process, additional issues may occasionally be identified that were not visible or known during the initial assessment. Where additional work or changes are required, these should be discussed with the customer before proceeding where reasonably possible.
After installation, customers should receive relevant information regarding the operation of their system and any documentation applicable to their installation.
Customer Responsibilities
Customers should:
- Provide accurate information about the property and electricity requirements.
- Review the quotation and system information before proceeding.
- Ensure suitable access to the property is available when required.
- Keep relevant invoices, receipts, warranties and system documentation.
- Follow product and system operating instructions.
- Contact Solaring if they believe there is a problem with their system or installation.
Providing complete information helps us investigate and resolve enquiries more efficiently.
Warranties and After-Sales Support
Customers should review all warranty documentation supplied with their solar or battery system.
Depending on the circumstances, warranties may include:
- Manufacturer product warranties
- Product performance warranties
- Inverter warranties
- Battery warranties
- Installation or workmanship warranties
Warranty coverage, exclusions and warranty periods may vary depending on the relevant product and service.
If you believe there is an issue covered by a warranty, please provide as much information as possible, including proof of purchase and details of the issue.
If Something Goes Wrong
Solaring is committed to resolving customer enquiries and complaints in a timely and efficient manner.
If you experience an issue with your system, please contact us and provide:
- Your name
- Mobile number
- Email address
- Installation address
- Details of the issue
- Any supporting photographs or documents
- A copy of your invoice or proof of purchase where relevant
- The outcome or remedy you are seeking
Providing complete information allows our team to assess your enquiry more efficiently.
Possible Remedies
Depending on the circumstances and applicable warranty terms, available remedies may include:
- Repairs or rework
- Replacement
- Refunds
- Compensation
- Other appropriate corrective action
Any remedy provided will be considered in accordance with applicable terms and conditions, warranties, consumer guarantees and relevant Australian consumer legislation.
Complaints Handling
If you wish to make a formal complaint, Solaring has a dedicated Complaints Handling Procedure explaining how complaints are received, assessed, investigated and resolved.
Priority complaints should clearly identify the matter as a “Priority Complaint” when contacting Solaring.
Where additional information is required, our team may contact you before an investigation can be completed.
For full details, please refer to our Complaints Handling Procedure.
Your Rights Under Australian Consumer Law
Customers may have rights and remedies under Australian Consumer Law in addition to any manufacturer’s or installation warranty.
Nothing in Solaring’s warranties, terms or procedures is intended to exclude any rights that cannot legally be excluded under applicable consumer legislation.
If you are not satisfied with the outcome of a complaint, you may also contact the relevant consumer protection authority in your state or territory.
The contact details currently provided by Solaring are:
New South Wales – Department of Fair Trading: 13 32 20
Queensland – Department of Fair Trading: 13 74 68
Australian Capital Territory: (02) 6207 3000
Western Australia – Consumer Protection: 1300 304 054
South Australia – Department of Fair Trading: 13 18 82
Important Documents to Keep
We recommend keeping the following documents for the life of your solar or battery system:
- Signed quotation or agreement
- Invoice and proof of payment
- Product specifications
- Warranty documents
- Installation documentation
- System operating instructions
- Correspondence relating to repairs or warranty claims
These documents may be required if you need technical support, warranty assistance or make a complaint in the future.
Contact Solaring
If you have questions about your solar system, installation, warranty or any information contained in this guide, please contact our team.
Phone: 1300 787 999 / 0413 997 777
Email: admin@solaring.com.au
Website: https://solaring.com.au/
Our team will assist you with your enquiry and direct it to the appropriate person where necessary.
Our Commitment
Solaring is committed to providing customers with clear information, professional service and appropriate support throughout their solar journey.
We encourage customers to ask questions, understand their proposed system and retain all relevant documentation so that they can make informed decisions and receive appropriate support throughout the life of their system.