1. Your rights come first: Australian Consumer Law

2. The three types of warranty on a solar system

A. Manufacturer product warranties

Provided by the equipment manufacturer, covering defects in the product itself.

Component	Product warranty	Provided by
Solar panels (modules)	12 years (Trina standard / Honey series); up to 25 years on premium Trina Vertex S+ modules	Panel manufacturer (e.g. Trina)
Inverter	10 years (e.g. Growatt — current Australian standard, no registration required)	Inverter manufacturer
Battery (hybrid systems only)	Typically 10 years, per the battery manufacturer	Battery manufacturer
Mounting / racking	Typically 10 years, per the racking manufacturer	Racking manufacturer

The periods above reflect the manufacturers' current standard warranties for the products we install and are subject to each product's warranty certificate (which is provided to you at handover). Where a premium panel model is supplied, the product warranty may be longer.

B. Panel performance (output) warranty

A separate guarantee from the panel manufacturer that the panels will keep producing a specified percentage of their rated output over time. PowerGrid Solar systems include a 25-year panel linear output warranty. This covers gradual output loss within the warranted curve — not physical defects, which fall under the product warranty above.

C. Workmanship / installation warranty

Provided by us, covering the quality of the installation — mounting, wiring, weatherproofing and commissioning. Our workmanship warranty is 5 years from the date of installation.

Manufacturer warranty periods are set by the manufacturer and may change; the periods that apply to your system are those stated in your quotation, sales agreement and the manufacturer documentation supplied at handover.

3. What our workmanship warranty covers

During the 5-year workmanship warranty period, we will repair (at no cost to you) defects in our installation work, including:

• faulty wiring, connections or terminations performed by us;
• failures in mounting or racking installation;
• water ingress or roof-penetration leaks caused by our installation; and
• commissioning or configuration errors made by us.

4. What is not covered by our workmanship warranty

• faults in the products themselves (covered by the relevant manufacturer warranty);
• damage from events outside our control — storms, hail, lightning, flood, fire, fauna, vermin or falling debris (usually a home-insurance matter);
• damage or faults caused by you or a third party, including work, repairs or modifications by anyone who is not us or our authorised contractor;
• failure to maintain the system in line with the guidance provided;
• pre-existing defects in wiring, switchboard or roof that we did not install;
• normal wear, gradual output degradation within the manufacturer's tolerance, or consumables; and
• issues arising from grid or network conditions, outages, export limitation or tariff changes.

5. What voids a warranty

A warranty may be void or reduced where:

• the system is tampered with, repaired, relocated or modified by anyone other than us or a suitably qualified person approved by us;
• the system is not used or maintained in line with the supplied instructions; or
• amounts owing to us remain unpaid (manufacturer warranties typically take effect only once the system is fully paid).

These limitations do not affect your non-excludable rights under the ACL.

6. Monitoring and maintenance

Our systems include a Wi-Fi-enabled inverter. To keep your warranties valid and your system performing well, we recommend keeping the inverter's monitoring connected so faults are detected early, carrying out periodic visual checks and panel cleaning as set out in your maintenance guide, and arranging a professional system health check as recommended.

7. How to make a warranty claim

1. Contact us first at info@powergridsolar.com.au or 1300 865 192 with your name, installation address, approximate install date and a description of the issue.
2. Provide evidence where possible — photos of the fault and any monitoring data or error messages.
3. We assess the claim, determine whether it falls under the workmanship warranty or a manufacturer warranty, and advise the next steps.
4. For manufacturer product faults, we help you lodge and manage the claim with the manufacturer. Where a faulty component must be returned, removal, freight and re-installation costs may apply depending on the warranty terms and your ACL rights.
5. We keep you informed of progress and expected timeframes.

8. Warranty transfer

Where the relevant warranty terms allow, warranties may transfer to a new owner of the property, subject to any conditions and to all amounts owing being paid. Any cost of a transfer is borne by the party requesting it, and the remaining warranty period is not extended by a transfer.

9. If you are not satisfied

If you are unhappy with how a warranty claim is handled, please use our Complaints Policy. You can also seek assistance from NSW Fair Trading, the Energy & Water Ombudsman NSW (EWON) or the ACCC. Your ACL rights remain available regardless.

PowerGrid Solar is a business of JSK Retail Group Pty Ltd · ABN 55 647 993 646 · Licence No. 366620C · Suite 1A, Ground Floor, 8/593 Withers Road, Rouse Hill NSW 2155 · 1300 865 192 · info@powergridsolar.com.au

1. Our commitment

We want every customer to be satisfied with their system and our service. We treat complaints as valuable feedback and handle them promptly, fairly, confidentially and free of charge. We will not treat you adversely for making a complaint.

2. What is a complaint?

A complaint is any expression of dissatisfaction about our products, installation, service, staff, contractors, sales process, or how we have handled your information — where you want a response or resolution.

3. How to make a complaint

• Phone: 1300 865 192
• Email: info@powergridsolar.com.au
• Post: Suite 1A, Ground Floor, 8/593 Withers Road, Rouse Hill NSW 2155
• Online: powergridsolar.com.au/contact-us

To help us resolve it quickly, please include your name and installation/property address, your contact details and preferred contact method, what the issue is and when it occurred, any reference/invoice/quote number, and the outcome you are seeking.

4. What happens next

Step	What we do	Timeframe
1. Acknowledge	Confirm we've received your complaint and give you a reference and a contact person.	Within 2 business days
2. Assess	Review the issue, gather information, and contact you if we need more detail.	Within 5 business days of acknowledgement
3. Resolve	Propose a resolution and explain our reasoning. If a site visit or repair is needed, we schedule it.	Within 21 calendar days where reasonably possible
4. Update	If we need more time (for example, awaiting a manufacturer or network), we tell you why and give a revised timeframe.	Ongoing
5. Close	Confirm the outcome in writing and check you're satisfied.	On resolution

5. If you're not satisfied with our response

If we cannot resolve your complaint to your satisfaction, you can escalate it — at no cost — to an external body:

• NSW Fair Trading — consumer guarantee, contract and trader-conduct issues. 13 32 20 · www.fairtrading.nsw.gov.au
• Energy & Water Ombudsman NSW (EWON) — free, independent dispute resolution for energy-related complaints, including connection, billing and supply. 1800 246 545 · www.ewon.com.au
• Australian Competition and Consumer Commission (ACCC) — broader consumer-law and misleading-conduct concerns. 1300 302 502 · www.accc.gov.au
• Office of the Australian Information Commissioner (OAIC) — privacy complaints, after first giving us a chance to respond. 1300 363 992 · www.oaic.gov.au

We cooperate fully and in good faith with any external body you approach.

6. Records

We keep a record of complaints and how they were resolved, so we can identify recurring issues and improve. We handle your information in line with our Privacy Policy.

7. Accessibility

If you need help making a complaint — for example an interpreter, or assistance due to disability — please tell us and we will make reasonable arrangements. You may also ask a friend, family member or advocate to deal with us on your behalf, with your authority.

PowerGrid Solar is a business of JSK Retail Group Pty Ltd · ABN 55 647 993 646 · Licence No. 366620C · Suite 1A, Ground Floor, 8/593 Withers Road, Rouse Hill NSW 2155 · 1300 865 192 · info@powergridsolar.com.au