Privacy Policy

Last updated: 12 May 2026 Effective date: 12 May 2026

About this policy

This policy explains how Prestige Power & Energy (“we”, “us”, “our”) handles personal information when you use our website, customer portal, or any of our services. We are committed to handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Who we are

Prestige Power & Energy is an Australian solar and battery retailer. We are accredited under the Solar Accreditation Australia (SAA) scheme for system design and installation across all three classes (GCPV, GCBS, SPS), and are a NETCC Approved Seller under the New Energy Tech Consumer Code.

Personal information we collect

We collect personal information that is reasonably necessary to provide our services. This includes:

• Contact information — your name, email address, phone number, and residential or installation address.
• Property and energy information — the type of property you’re installing a system on, your roof characteristics, current energy consumption, current energy provider, and existing solar or battery equipment.
• Account information — your login email, account preferences, communication preferences, and verification status (email and phone).
• Design and quote information — the solar and battery designs you create using our tools, the estimates and quotes we provide you, and the payment method you select.
• Communication records — emails, messages, and call notes between you and our team or our AI agents.
• Technical information — IP address, device type, browser, and basic interaction analytics when you visit our website.

We do not knowingly collect sensitive information (such as health, racial, or political information) unless directly relevant to providing our services, and we will tell you if we ever need to.

How we collect personal information

We collect information directly from you when you:

• Sign up for an account or join our waitlist
• Complete our qualification questionnaire
• Use our solar design tool
• Receive a quote or enter into a contract
• Contact our team or interact with our AI agents
• Visit our website (via cookies and similar technologies — see below)

We may also collect information from third parties that you have authorised to share with us, such as your distribution network service provider (DNSP) for grid connection records.

Why we collect personal information

We collect your personal information to:

• Provide quotes, designs, and installation services
• Verify your identity and protect your account
• Communicate with you about your enquiry, design, installation, or system
• Comply with regulatory and tax obligations (including 7-year retention of financial records under Australian Taxation Office requirements)
• Improve our products and services
• Send service updates and, where you’ve opted in, marketing messages

Use of AI in customer interactions

Some of your interactions with us will be handled by AI-powered assistants. When you interact with one, the assistant will identify itself as an AI on the first turn of the conversation. AI assistants we use include:

• A lead qualification assistant that helps assess and prioritise enquiries
• A sales support assistant (“Pia”) that helps our human team members respond to you
• AI-supported social media and outbound communication

Where AI assists in decisions that affect you (for example, assessing fit or eligibility), a human team member reviews those decisions before any commitment is made. You can request human review of any AI-assisted interaction by contacting us using the details below.

Disclosure of personal information

We disclose personal information only as necessary to provide our services. This includes:

• Installation partners — accredited installers and field staff who carry out site inspection, installation, and commissioning of your system. This is limited to the information necessary for them to do that work.
• Distribution network service providers (DNSPs) — for grid connection applications, approvals, and post-install commissioning.
• Payment processors — Stripe for card payments, and our banking provider for bank transfers.
• Finance partners — Brighte and Plenti, where you have selected and authorised one of them to finance your system.
• Cloud infrastructure providers — our database (Neon, in Sydney), caching (Upstash, in Sydney), and file storage (AWS S3, ap-southeast-2 region in Sydney) providers. All of your data is stored within Australia.
• Government bodies, regulators, and law enforcement — where required by law.

We do not sell your personal information. We do not disclose your personal information to overseas recipients other than as described above (and our cloud infrastructure stores your data in Australia).

Cookies and tracking

Our website uses cookies and similar technologies for site functionality, analytics, and (when you consent) advertising attribution. You can manage your preferences through our consent banner. Where required, we will ask for your consent before placing non-essential cookies.

Data storage and security

We store your data on infrastructure located in Australia, and we apply reasonable physical, technical, and organisational measures to protect it. These include encrypted connections, access controls, audit logging, and regular review of who can access what. No system is perfectly secure, and we cannot guarantee against every possible breach, but we will tell you and the Office of the Australian Information Commissioner (OAIC) if a notifiable data breach occurs.

How long we keep your information

We retain personal information only for as long as we need it for the purposes set out above, or as required by law.

• Active accounts — kept while your account is active.
• Closed accounts — kept in disabled form for record-keeping purposes; financial records relating to quotes, contracts, payments, and installations are retained for a minimum of 7 years to meet Australian Taxation Office requirements.
• Marketing communications — only while you have an active opt-in.

When we no longer need to retain your information, we securely delete or de-identify it.

Your rights

Under the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Correct information that is inaccurate, out of date, incomplete, irrelevant, or misleading
• Withdraw consent for any processing that relies on your consent (for example, marketing)
• Request deletion of your personal information, subject to legal retention obligations
• Lodge a complaint with us or with the OAIC if you believe we’ve mishandled your information

To exercise any of these rights, contact us using the details below.

How to contact us

You can contact our privacy contact at:

Privacy Officer Prestige Power & Energy Email: privacy@prestigepe.com

We will respond to most requests within 30 days.

How to make a complaint

If you are not satisfied with how we’ve handled your personal information, please contact our Privacy Officer first using the details above. If we cannot resolve your complaint to your satisfaction, you can contact the Office of the Australian Information Commissioner (OAIC):

• Website: oaic.gov.au
• Phone: 1300 363 992

Children

Our services are intended for adult property owners and decision-makers (18 years and over). We do not knowingly collect personal information from minors. If you believe a minor has provided us personal information, please contact us and we will take reasonable steps to delete it.

Changes to this policy

We may update this policy from time to time. We will post the updated version on this page and update the “last updated” date. Where changes are material, we will let you know in advance through your account or by email.