Mt Solar (WA) Pty Ltd

Terms & Conditions of Supply, Installation & Services

Business Name: Mt Solar (WA) Pty Ltd
ABN: 62 643 087 405
Contact: callum@mtsolar.com.au | 0499 711 203
Service Area: Western Australia

These Terms & Conditions apply to the supply, installation and commissioning of solar PV systems, battery energy storage systems, EV chargers and related electrical works by Mt Solar (WA) Pty Ltd (“we”, “us”, “our”) to the customer (“you”, “your”).

1. Scope of Works

1.1 The scope of works is as described in the written quote provided to you.
1.2 Any variations to the scope must be agreed in writing prior to works proceeding.
1.3 This quote is based on information provided by you and/or a visual inspection only unless stated otherwise.

2. Quote Validity

2.1 Quotes are valid for 14 days from the date of issue unless otherwise stated.
2.2 Pricing may change after this period due to supplier pricing, availability, regulatory changes or site conditions.

3. Site Conditions & Variations

3.1 The quote assumes reasonable site access, compliant existing electrical infrastructure, and no hidden defects.
3.2 Additional works required due to unforeseen conditions (including but not limited to non-compliant wiring, asbestos, structural issues, switchboard upgrades or network requirements) may incur additional costs.
3.3 Any additional costs will be discussed and approved by you prior to proceeding.

4. Payment Terms

4.1 A 10% deposit is required prior to job commencement unless otherwise agreed.
4.2 The balance is payable upon completion of works.
4.3 Ownership of supplied equipment remains with Mt Solar (WA) Pty Ltd until payment is made in full.
4.4 Late payments may incur reasonable recovery costs.

5. Rebates, Incentives & Certificates

5.1 Where applicable, pricing may include Small-scale Technology Certificates (STCs), rebates or incentives.
5.2 Rebates and incentives are subject to eligibility and government policy and are not guaranteed.
5.3 You authorise us to assign certificates on your behalf where applicable.
5.4 Any changes to eligibility after contract signing are outside our control.

6. Network Approval & Metering

6.1 Some systems require approval from the electricity network provider or retailer prior to connection.
6.2 We will assist with applications where agreed; however, approval timelines and fees are outside our control.
6.3 Meter upgrades, retailer fees or network charges are the responsibility of the customer unless explicitly included.

7. Installation Timeframes

7.1 Estimated installation timeframes are indicative only.
7.2 Delays may occur due to weather, supplier delays, network approvals or other factors outside our control.
7.3 If Mt Solar (WA) Pty Ltd fails to meet the stated installation timeframe, and the delay is not caused by factors outside our control (including weather, network approvals, supplier delays or access issues), you may terminate the contract and receive a full refund of monies paid.

8. System Performance

8.1 Performance estimates are estimates only and based on available data, assumptions and modelling tools.
8.2 Actual performance may vary due to weather, shading, usage patterns, grid constraints, equipment behaviour or changes to tariffs.
8.3 We do not guarantee specific financial savings or self-sufficiency outcomes.

9. Operation & Customer Responsibilities

9.1 You are responsible for maintaining:

• Internet connectivity where required for monitoring, firmware updates and warranty support

• Reasonable access for servicing or warranty work
  9.2 You agree to follow all manufacturer operating instructions.

10. Warranties & Australian Consumer Law

10.1 All products are covered by manufacturer warranties as specified in your quote.
10.2 Our workmanship warranty is [minimum 5 years] unless otherwise stated.
10.3 Our warranties operate in addition to your rights under the Australian Consumer Law, which cannot be excluded.

11. Battery & Backup Limitations

11.1 Battery systems do not necessarily provide whole-of-home backup unless explicitly designed to do so.
11.2 Backup operation may be limited by inverter capacity, battery charge level, load size and system configuration.
11.3 We will explain backup limitations prior to installation.

12. Cooling-Off Period

12.1 Where the contract results from unsolicited contact, you may be entitled to a 10-business-day cooling-off period under Australian Consumer Law.
12.2 Cooling-off rights will be clearly stated on the front page of the contract where applicable.

13. Cancellations & Termination

13.1 You may cancel the contract prior to installation subject to reasonable costs incurred.
13.2 If network approval is refused and the system cannot be installed, you are entitled to a full refund of all monies paid.
13.3 If a significant design change is required following detailed site inspection due to factors not reasonably identifiable at the time of quoting, and you do not accept the revised design, you may terminate the contract and receive a full refund of monies paid.
13.4 If additional works are required due to unforeseen site conditions not reasonably identifiable at the time of quoting, and we cannot agree on cost after acting reasonably and in good faith, you may terminate the contract and receive a full refund of monies paid.

14. Complaints & Dispute Resolution

14.1 If you have a complaint, please contact us first so we can try to resolve it promptly and fairly.
14.2 Complaints can be lodged via email or phone.
14.3 We aim to acknowledge complaints promptly and resolve them within 15 business days, or 25 business days where investigation is required.
14.4 If you are not satisfied, you may escalate your complaint to:

• Energy Ombudsman WA

• Consumer Protection WA

• New Energy Tech Consumer Code Administrator

15. Privacy

15.1 We collect and use personal information only for the purpose of providing our services.
15.2 We will not share your information without consent unless required by law.

16. Compliance

16.1 We comply with all applicable laws, standards and regulations including:

• Australian Consumer Law

• Relevant Australian Standards

• Clean Energy Council requirements

• The New Energy Tech Consumer Code

17. Acceptance

17.1 Acceptance of our quote constitutes acceptance of these Terms & Conditions.






Complaints Handling Procedure

Business Name: Mt Solar (WA) Pty Ltd
Contact: callum@mtsolar.com.au | 0499 711 203
Service Area: Western Australia

Mt Solar (WA) Pty Ltd is committed to providing high-quality products and services and to resolving complaints fairly, transparently and in a timely manner.

This procedure applies to any complaint relating to our sales process, installation, workmanship, products, warranties or customer service.

1. How to Make a Complaint

Customers may lodge a complaint by:

• Email: cal@mtsolarwa.com.au

• Phone: 0499 711 203

A complaint may be made verbally or in writing and may include any expression of dissatisfaction with our services or products.

2. Acknowledgement

• We will acknowledge receipt of your complaint as soon as practicable.

• We will advise when you can expect a response.

3. Investigation

• All complaints are logged in our internal complaints register.

• We will investigate the complaint promptly and fairly.

• Where required, we may request further information to assist our investigation.

4. Response Timeframes

• We aim to provide a response within 15 business days of receiving your complaint.

• If further investigation is required, we will provide a final response within 25 business days.

• If additional time is needed, we will keep you informed of progress.

5. Resolution

Where a complaint is upheld, we will take appropriate action, which may include:

• Rectification of workmanship

• Repair or replacement of equipment

• Further explanation or clarification

• Other reasonable remedies as appropriate

6. Escalation Options

If you are not satisfied with our response, you may escalate your complaint to:

Energy Ombudsman Western Australia (EOWA)
Website: www.energyombudsman.wa.gov.au

Consumer Protection WA
Website: www.consumerprotection.wa.gov.au

New Energy Tech Consumer Code Administrator
Website: www.newenergytech.org.au

7. Record Keeping & Continuous Improvement

• We maintain records of complaints and outcomes.

• We use complaints feedback to improve our systems, processes and customer experience.

8. Compliance

Mt Solar (WA) Pty Ltd complies with the New Energy Tech Consumer Code and all relevant Australian Consumer Law requirements.