Our Policies

Introduction

At Vagus Energy Solutions Pty Ltd we strive to deliver the very best possible customer service. Even so,we know that it's not possible to get everything right all the time, no matter hard we try. As a Vagus Energy customer, or another interested party, you have the right to raise a concern or make a complaint and if you do, we're committed to resolving it promptly, fairly and genuinely. always Remember that you also have access to the Energy & Water Ombudsman VIC (EWOV) which can provide assistant and independent advice. EWOV can be contacted on 1800 500 509 or www.ewov.com.au

This policy sets out our approach to managing any complaints we receive. The policy is underpinned by our complaint management procedure, which comprises the systems and internal procedures supporting the implementation of the policy.

What is a complaint?

A complaint is an expression of dissatisfaction that is made to Vagus Energy in relation to our products and services, and where a response is explicitly or implicitly expected. Complaints can be made by telephone, or in writing (email, letter).

Our commitment to quality
Our complaints handling procedure is reviewed regularly, so that we can ensure we have the right processes in place to address and resolve any concerns or complaints quickly and effectively. We routinely collect and analyze information in relation to complaints and use this data to improve the quality of our products and services, systems and policies.

Charges

There are no charges or fees associated with Vagus Energy managing or resolving complaints.

Our commitment to you when dealing with your complaint

Vagus Energy is committed to offering a simple, accessible way for you to raise a complaint with us. In response to any complaint, we will:

• Manage each complaint in an impartial and objective manner, with a view to a fair and reasonable outcome.
• Attempt to resolve the complaint as quickly as possible, aiming to resolve the complaint when it is initially raised with us.
• For complaints that are more complex in nature, we will investigate within a reasonable time frame. If this applies to your complaint, we will agree a deadline date to get back to you.
• Regularly keep you informed of any progress being made to solve your issue, via your preferred method of communication, until the matter is completely resolved.
• Acknowledge your complaint in writing. Our preferred method of communication is via email. If it is not possible for you to receive email from us, then we will make alternative arrangements with you.
• Keep a detailed record of the complaint, including the various steps taken to resolve it.
• If we receive your complaint in writing, we will acknowledge receipt of the complaint within 5 business days.
• Let you know the outcome of the complaint investigation, including the reason for decisions or actions regarding the outcome.
• Ensure we always display empathy and respect and our Energy Consultants are appropriately trained on the Vagus Energy complaints procedure including documenting our processes.
• Handle all personal information in confidence and in accordance with our Privacy Policy.
• Ensure you are aware of your rights regarding escalating your complaint within Vagus Energy, or in the unlikely event of unsatisfactory resolution, to the Energy & Water Ombudsman of VIC (EWOV).
• Provide all information required by EWOV regarding a complaint.
• Monitor and review the complaints received from our customers on a regular basis in order to improve the quality of our products and services, systems and policies as well as to prevent situations from happening again and to ensure that we offer our customers an improved customer experience.
• Provide feedback on the outcome of complaints within 21 days of receipt. If additional time is required, customers will be kept informed of the need for more time and the investigation will be completed within 45 days of the receipt of the complaint.

What to do if something goes wrong

At Vagus Energy, we have a simple three-step complaints process for you to follow if something has gone wrong:

Step 1: Let us know

Call us on 1300 698 248. We are available from 9.00am-5.00pm Monday to Friday except for public holidays.

Alternatively, you can put your problem in writing and email it to care@vagus.energy

You can also write to us at: Vagus Energy Solutions Pty Ltd
Hawthorn Enterprise Center
Suite 2303, 442 Auburn Road
Hawthorn Victoria 3122

The sooner you let us know, the sooner we can resolve your problem. In order to address the issue quickly and effectively, please provide us with some basic information, including:

• your Vagus Energy JOB NUMBER (if available) on the Right Corner of Your Sales Agreement
• your name and preferred contact details
• a description of your complaint

If for any reason, you need to move to step two, then this information is very helpful for us in keeping track of your original complaint as well as any subsequent steps taken to resolve it.

Step 2: Still not resolved? Escalate your complaint

If we have not been able to help you when you first contact us (either by phone, email or mail), or you’re not satisfied with the outcome of your complaint, you can escalate your complaint to our Director Dushyant Singh, Email your original complaint to dsingh@vagus.energy.

Vagus Energy aims to resolve all written complaints promptly. All complaints will be acknowledged within five business days of submission together with an estimation of the time frame for resolving the complaint based on its complexity.

Step 3: Independent Ombudsman

We sincerely hope that we can resolve your problem and that you don’t have to use Step 3. But it’s important for you know how to access independent help if you reached the end of the Vagus Energy complaints process and you’re still not happy with the resolution to your problem. The Energy & Water Ombudsman VIC (EWOV) can be contacted on: 1800 500 509 or www.ewov.com.au

You can also send your written complaints to below mention bodies:

Clean Energy Council
Phone: 03 9929 4100
Address: Level 15, 222 Exhibition Street, Melbourne VIC 3000

Australian Competition & Consumer Commission
Phone: 1300 302 502
Address: GPO Box 520, Melbourne VIC 3001

Consumers Affairs Victoria
Phone: 1300 558 181
Address: GPO Box 123, Melbourne VIC 3001

Because they have no moving parts, solar modules are extremely reliable, with an expected life span of several decades. They are also self-cleaning and require very little in the way of maintenance. However, adhering to the following points will help keep your system as efficient as possible;

• The inverter should always be kept clean and free of dust and moisture
• Keep an eye out for vegetation that may in future shade the solar panels
• Check the LED codes on the front of the inverter regularly as these indicate whether the solar system is working
• An annual inspection & maintenance check of your system is recommended. Please contact us at 1300 698 248 or email us hello@vagus.energy to arrange an inspection.

The owner of a system must NOT undertake maintenance of a system other than simple cleaning. If you believe the system requires maintenance or is not functioning, please contact us immediately.

• System maintenance timetable:
• Once a week:
  • Check inverter is operating.
  • Check inverter is recording exported energy.
• Every 3 months:
  • Check for panel shading, as shading reduces performance.
  • Check for tree litter behind panels and framing.
  • Check for build-up of dust or bird droppings.
• Every year: Professional system performance and maintenance check.

Any work on your system is required to be carried out by a licensed electrician accredited by the Clean Energy Council to work on Solar Systems. All Installation or Repair work must be authorised by Vagus Energy Solutions Pty Ltd first in writing to avoid any issues later with warranty claims.

The solar system must be shut down before commencing any electrical work or building works which may come in to contact with its electrical cables. All signage and warnings must be observed.

Cleaning your system

Generally, solar panels clean themselves during rainy weather. However, a layer of dust can form if there is a prolonged dry spell or in particularly dusty environments. This could reduce the amount of energy produced by the solar system. Your system output has been calculated to take account of this dust. Do not climb on the roof to clean the solar panels, as you could fall if not correctly trained and equipped for the task. Use a qualified person to clean your solar panels.

Do not use any high-pressure cleaner or chemical cleaning product on the surface of the solar panels. The panels only require the use of plain water at mains pressure or less. Particular care must be taken to ensure all electric components, such as cables, connectors, generator junction boxes etc. remain dry.

Before cleaning the array, please follow the SHUTDOWN PROCEDURE found on your inverter.

DO NOT ATTEMPT TO CLEAN OR COME INTO CONTACT WITH THE SURFACE OF A PV MODULE WITH A BROKEN GLASS FACE, THIS COULD RESULT IN A DANGEROUS SHOCK.

We guarantee that the energy output of your Vagus Energy Solutions Pty Ltd PV solar system will meet or beat the Estimated Yield (Performance Guarantee). If it doesn’t do so you are entitled to compensation to put you in the position you would have been in if the output of the system had met the Performance Guarantee. In every circumstance and where possible Vagus Energy Solutions Pty Ltd will use best endeavours to install the Product to optimal orientation and exposure to direct sunlight. You are not entitled to a remedy when your solar system does not meet the Performance Guarantee due to something, you or someone else did or failed to do (excluding Vagus Energy’s agents or employees), or Beyond human control that happened after the system was installed at your premises.

In order to determine whether your solar system is working properly, it’s necessary to measure its performance.

Based on the Clean Energy Council Guidelines, systems in each capital around Australia should perform within at least 90% of these daily kWh outputs per kW installed, when averaged out over the course of a year:

• Adelaide 4.2 kWh
• Brisbane 4.2 kWh
• Canberra 4.3 kWh
• Darwin 4.4 kWh
• Hobart 3.5 kWh
• Melbourne 3.6 kWh
• Perth 4.4 kWh
• Sydney 3.9 kWh

That means if you’ve got a 4kW system in Adelaide, you multiply 4.2 x 4 to work out your performance standard. Once you’ve had your system for at least a year, your inverter will be able to report your daily average. If you have any issues finding this information, your installer will be able to direct you.

That might seem straight forward enough, but for most of us who are sceptical about the performance of our solar panels, we want to know whether we’ve got a bad system fairly soon after installation, rather than having to wait for a whole year.

Those figures are averages across the year, which takes into account different seasons and different temperatures. But for when you want to check performance for a specific month of the year, for example, you’ll have to be more scrutinising. What if you installed your panels in winter, and know that they’re not performing at their peak? What if your system is west-facing, rather than the optimal north? All these factors come into play and need to be considered when you’re accurately assessing the performance of your system.

The good news is that there’s a handy tool for this, called PVWatts, developed by then National Renewable Energy Laboratory in America. Go to rredc.nrel.gov/solar/calculators/PVWATTS/version1/ and type in your city location. Click the next arrow, and input the required figures based on your system.

• DC Rating: size of your system in kW
• Array tilt: if you don’t know, most Australian homes are between 18–22.
• Array azimuth: north-facing is 0, east is 90, south is 180 and west is 270.

Then click ‘calculate’ and there you have a guide for what you should be seeing for every month of the year. If it’s been even less than a month, just divide your result by 30 and you’ll get a crude daily average.

Here, you will find quick answers and solutions to your technical issues.

Usually when there is fault within the solar system, the fault will likely be in the accessories (DC, AC breakers and parts) or inverter. If you have a technical issue, please go through the quick solutions and shutdown procedure below. If the system still does not work after you have followed the shutdown procedure, please submit the Service Request form with completed information. We will assist all customers by lodging a claim to the manufacturer on behalf of the customer. Alternatively, you may wish to visit the manufacturer’s website to lodge a claim.

In the event of an emergency, please follow the shutdown procedure below to turn off your solar system.

Roof Issues

We take pride in our solar installations and all installations are in accordance with Australian Standards. Be rest assured that solar installations will not cause any harm to your roof. However, should you experience any roof leakage or other roof issues, we will assist with the investigation of a roof leakage. We provide a 5year workmanship warranty as we are certain that our solar installations are safe and reliable. Please refer to www.vagus.energy more information.

Electricity Bill Regarding Issues

If you have any questions about your energy bills, please check with your energy retailer.

Maintenance of your system

Because they have no moving parts, solar modules are extremely reliable, with an expected life span of several decades. They are also self-cleaning and require very little in the way of maintenance. However, adhering to the following points will help keep your system as efficient as possible;

• The inverter should always be kept clean and free of dust and moisture
• Keep an eye out for vegetation that may in future shade the solar panels
• Check the LED codes on the front of the inverter regularly as these indicate whether the solar system is working
• An annual inspection & maintenance check of your system is recommended. Please contact us at 1300 698 248 or email us hello@vagus.energy to arrange an inspection.

The owner of a system must NOT undertake maintenance of a system other than simple cleaning. If you believe the system requires maintenance or is not functioning, please contact us immediately.

• System maintenance timetable:
• Once a week:
  • Check inverter is operating.
  • Check inverter is recording exported energy.
• Every 3 months:
  • Check for panel shading, as shading reduces performance.
  • Check for tree litter behind panels and framing.
  • Check for build-up of dust or bird droppings.
  • Every year Professional system performance and maintenance check.

Any work on your system is required to be carried out by a licensed electrician accredited by the Clean Energy Council to work on Solar Systems. Please note that your installation warranty is voided if work is carried out after installation by anyone other than our installation team, as we cannot be sure work has been carried out to our high standards.

The solar system must be shut down before commencing any electrical work or building works which may come in to contact with its electrical cables. All signage and warnings must be observed.

Cleaning your system

Generally, solar panels clean themselves during rainy weather. However, a layer of dust can form if there is a prolonged dry spell or in particularly dusty environments. This could reduce the amount of energy produced by the solar system. Your system output has been calculated to take account of this dust.

Do not climb on the roof to clean the solar panels, as you could fall if not correctly trained and equipped for the task. Use a qualified person to clean your solar panels.

Do not use any high-pressure cleaner or chemical cleaning product on the surface of the solar panels. The panels only require the use of plain water at mains pressure or less. Care must be taken to ensure all electric components, such as cables, connectors, generator junction boxes etc. remain dry.

Before cleaning the array, please follow the SHUTDOWN PROCEDURE found on your inverter.

DO NOT ATTEMPT TO CLEAN OR COME INTO CONTACT WITH THE SURFACE OF A PV MODULE WITH A BROKEN GLASS FACE, THIS COULD RESULT IN A DANGEROUS SHOCK.

• The overall sale price is dependent on the Small-Scale Technology Certificate's (STC's) value. If the STC's value decreases by more than 15-20% in the period between the time of sale and installation, Vagus Energy Solutions Pty Ltd reserves the right to adjust the sale price accordingly.
• If there is any change to the RET Program, Vagus Energy Solutions Pty Ltd reserves the right to adjust the price accordingly with the fluctuation of the STC's multiplier.
• The total cost of the installation less the deposit paid is payable on the day of the installation and all paperwork for final safety inspection will be processed then.
• After installation, the customer agrees to sign over the STCs to Vagus Energy Solutions Pty Ltd or its nominated agent. If the customer wishes to retain the STCs, this can be facilitated but the customer will be required to pay the full price of the system at the time of installation.
• The STC's value of the system is based on the current RET Program from the Australian Federal Government.
• If the installation is outside the standard installation, Vagus Energy Solutions Pty Ltd reserves the right to collect an extra charge (as detailed within this document – Price and Payment), But if the customer is not happy with the additional costs the customer have the right to cancel and receive a full refund.
• This Agreement is subject to 10 business days cooling off period from the point of contract and the Customer can terminate the contract and get a full refund within this period.
• This agreement DOES NOT include the cost to purchase and install the new meter nor any cost associated with re-configuration of the new meter to accept solar.
• Feed in tariffs or solar electricity buy back schemes are governed by State and Territory laws and Vagus Energy Solutions Pty Ltd accepts no responsibility if these laws change in any way affecting the system's return on investment.
• System performance fluctuates with varying environmental conditions, and system performance is affected by shading caused by nearby structures or objects. The Customer acknowledges that the calculated System power generation is an approximation.

Please read carefully and indicate WHETHER YOU ACCEPT THE TERMS & CONDITIONS set out below before you sign your application. These terms and conditions will be part of your contract with us ("Contract"). The commencement date of the Contract is the date you accept the offer by signing the Acceptance Document.

Nature of Contract

This Contract Document is a contract for sale and installation of the relevant system(s) at the address shown in the Offer. It is not a contract to install a system or to connect a system to the electricity grid.

Definitions

• "Agreement" means a written agreement for the sale and purchase of Goods and Services to which these Terms and Conditions apply.
• "Buyer" or "Customer" means the person or legal entity identified in the Seller's Quotation.
• "Contract" means the contract between the Buyer and the Seller for the Buyer to purchase, and the Seller to supply, Goods and Services in accordance with the Terms and Conditions.
• "Completion" is date when the Goods are installed at the Premises
• "Goods & Services" means the goods and or services described in an Order that is accepted by the Seller and includes all goods or parts used in the installation in accordance with these Terms and Conditions.
• "Government" refers to the Australian, a State or a Local Government, or a Department, Agency, Authority or Office thereof.
• "Installation" means installation of Goods which can include solar energy, solar hot water by the Seller at the Premises.
• "Invoice" means any invoice for total work or Progress Payment invoice for a portion of the work outlined in the Seller’s Quotation.
• "Latent Conditions", means conditions or attributes on, over or under the Premises and any building, structure or improvement that forms part of the Premises that could not have been ascertained by visual inspection.
• "Order" means a request for Goods and Services in the Quotation, submitted by the Buyer to the Seller.
• "Premises" means the land, building, structure or improvement where the Goods are to be installed or the Services performed, by the Seller.
• "Price" means the price for the Goods and Services stipulated in the Quotation.
• "Quotation" means the Seller's written quotation for the Goods and Services in the Buyer’s Quotation Request.
• "Quotation Request" means a written or verbal request for Goods and Services by the Buyer to the Seller, for Goods and Services in accordance with the Terms and Conditions.
• "Seller" means Vagus Energy Solutions Pty Ltd and any authorised representative of the Seller.
• "Force Majeure Event" includes but is not limited to Act of God, war, fire, riot, strike, lockout, trade or industrial dispute, explosion, accident, flood, sabotage, or shortages of fuel, power, raw materials, labour or transportation, governmental intervention and laws, regulations, orders, requests or action, breakage or failure of machinery or apparatus, national defence requirements, latent conditions on or associated with the Premises, weather and the effects of weather and delayed or incorrect instructions and Data from the Buyer or any other even beyond the reasonable control of the Seller.
• "Terms & Conditions" means the terms and conditions in this document and any additional terms and conditions in the Quotation. Terms and Conditions are subject to change.

Purchase of Solar Goods

You agree to purchase the "Goods" as listed in the quote, subject to the terms set out.

Vagus Energy Solutions Pty Ltd agrees to sell you the Goods, which you have selected, install the Goods at the Premises subject to the terms set out in this Contract.

Buyer Acknowledgment

The Buyer acknowledges that the goods received will be reasonably fit for purpose as per manufacturer’s specifications and the Consumer Goods Act. Installation of the goods will be to the standard of the relevant Electrical installation’s standard.

The Buyer acknowledges that, unless otherwise agreed in writing, all intellectual property rights attached to the Goods or Services are and will remain the property of the Seller (or its supplier, where such rights are owned by that supplier).

The Buyer acknowledges and agrees that these terms and conditions are in full force and effect and are incorporated into every order.

Buyer acknowledges that there may be charges from 3rd parties such as the electrical network owner for the installation of meters and monitoring equipment. The charges for such equipment are not covered by Vagus Energy Solutions Pty Ltd and their installation criteria other than if it is written into the issued quotation for goods and services by Vagus Energy Solutions Pty Ltd to the client. Estimated costs for meters changeover and or reprogramming by the electrical networks or electricity provider are $150 to $1000 depending on customer configuration.

Price and Payment

The total amount payable or method of payment by the Customer to Vagus Energy Solutions Pty Ltd will be before the day of install, Form Vagus Energy Solutions Pty Ltd reserves the right to charge interest on any overdue payment due under the agreement with the Customer at a rate of 15% per annum calculated on a daily basis.

Vagus Energy Solutions Pty Ltd reserves the right to charge for additional items required for non- standard installations. This may include but is not limited to:

• Switchboard upgrades – Circa $300 to $2500
• Installation of RCD (Safety) Switches – Circa $100 - $300 per unit
• Raised Frames – Circa $100 per panel
• Cathedral Ceiling / Excess Conduit works - $250
• Two storey Installations – Circa $150 - $800 depending on equipment requirements
• Meter Installation (if Required) – Circa $150 - $1000 per unit
• Clip Lock Feet - $40 per panel
• Smart Clamp - $218 per unit
• Smart Appliance - $180 per unit

All prices stated above are +GST

If changes or extra works are required past the point of contract agreement and out of the 10- business day cooling off period, all extra works will be outlined in writing to the client with their representative costs. Permission from the client will be gained prior to extra works being carried out. If the customer is not happy with the pricing quoted, they have the right to terminate the agreement and get a full refund.

Vagus Energy Solutions Pty Ltd is not liable for any extra charges from 3rd parties other than what is outlined in writing to the client in contract between the 2 parties.

Payment Plan

Finance options are available through independent 3rd parties.

The customer will be required to enter into a separate loan contract with the finance provider subject to finance approval under standard lending / credit assessment criteria. Vagus Energy Solutions Pty Ltd is not a party to the loan contract and bears no liability for any assessment outcomes.

Failure to Pay

If you fail to pay any amount that is due and payable under this Contract, Vagus Energy Solutions Pty Ltd reserves the right to charge interest on any overdue payment due under Vagus Energy Solutions Pty Ltd agreement with the Customer at a rate of 15% per annum calculated on a daily basis.

You also agree to pay Vagus Energy Solutions Pty Ltd any costs associated with recovery of the unpaid amount (including, but without limitation, legal costs).

Cooling off Period

This Agreement is subject to a cooling off period of 10 business days from the point of contract and the Customer can terminate the contract and get a full refund within this period.

During the cooling off period, the Customer may give notice to the Seller of rescission of this agreement. That notice must be in writing and delivered to the seller, either in person or by pre-paid post addressed to the Seller. Within the 10-business day cooling off period the client is entitled to terminate the agreement and get the refund of their full deposit with no charges.

Pre-Installation Site Inspection

The customer expressly warrants that the Premises are suitable for the installation of the Goods.

Vagus Energy Solutions Pty Ltd is relying on your representations, that the Premises are suitable for the installation of the Goods, in completing and executing the Goods designer's certificate in the Residential Application for Pre-Approval.

Despite the above clause, Vagus Energy Solutions Pty Ltd may conduct a site inspection of the Premises in order to confirm your representations, and in that regard:

• You grant permission to Vagus Energy Solutions Pty Ltd and our employees, contractors and/or agents to enter the Premises where the Goods are proposed to be installed and commissioned, at any reasonable time; and
• You agree to ensure that you are present at the property for such site inspection, installation and/or commissioning, when and as reasonably required by Vagus Energy Solutions Pty Ltd or our employees, agents and contractors.

Our inspection does not relieve you of your responsibility to ensure that your representations about suitability are correct.

Authority to Install and Variations

You authorise Vagus Energy Solutions Pty Ltd (and its employees, agents or contractors) to install the Goods which you have selected, at the Premises.

If part of your Goods is a solar electricity system (Solar PV), then you also authorise Vagus Energy Solutions Pty Ltd (and its employees, agents or contractors) to arrange connection of that system to the electricity grid. Once you sign the contract, any variations to the system design will be documented and will be required to sign off by you prior to installation.

You warrant that you are the owner of the Premises and agree to produce any evidence of ownership upon request by Vagus Energy Solutions Pty Ltd. You must ensure that Vagus Energy Solutions Pty Ltd and its employees, agents and contractors have sufficient access to the Premises, at whatever times it or they may reasonably require, in order to install the Goods which, you have selected.

You agree to execute whatever documents Vagus Energy Solutions Pty Ltd may require, and to take whatever other action Vagus Energy Solutions Pty Ltd may require, in order to permit the installation of the Solar Goods or Goods you have selected and, in the case of solar electricity Goods, the connection of these Goods to the electricity grid.

You agree to ensure that Vagus Energy Solutions Pty Ltd (and its employees, agents or contractors) are supplied with and are permitted access to all necessary utility services, such as electricity and water, to allow Vagus Energy Solutions Pty Ltd to install the Goods at the Premises.

Delivery and Installation

Vagus Energy Solutions Pty Ltd will arrange for the System to be delivered and installed at the Customer's home on the installation date which was agreed upon speaking with the customer. Vagus Energy Solutions Pty Ltd endeavours to install all the solar systems after the 10 business days cooling off period time, which usually is within 3 weeks from the contract sign date. In the event such extreme weather conditions and raining Vagus Energy will install the system whenever it is totally safe for the installers to do a job. If the customers do not wish to wait, they may can terminate the agreement and get a full refund. Where timetables are out of Vagus Energy control such as stock issue the installation will be delayed till the customer requested stock is available, in this scenario if the customer do not wish to wait any longer, they may can terminate the agreement and get a full refund upon request.

Vagus Energy Solutions Pty Ltd may need to change the Customer's installation date in the following circumstances:

• where there is a shortage of stock availability;
• where there is a shortage of installer availability;
• where there is inclement weather;
• where the nature of the Customer's residential property results in unanticipated installation factors or requires additional equipment necessary to install the System; or
• Any other circumstance reasonably requiring Vagus Energy Solutions Pty Ltd to change the Customer's installation date.

Vagus Energy Solutions Pty Ltd will use its best endeavours to give reasonable notice to the Customer if the Customer's installation date needs to be changes. If the Customer's switchboard does not comply with current safety standards or otherwise requires replacement or upgrade the cost of replacement or upgrade is payable by the Customer. If difficulties with site access are encountered that were not notified to Vagus Energy Solutions Pty Ltd at the time of quote and/or offer by Vagus Energy Solutions Pty Ltd to the Customer, additional costs incurred in ensuring the safety of our installers may be payable by the Customer.

Vagus Energy Solutions Pty Ltd will notify the Customer's electricity distributor and electricity retailer of the installation of the Customer's System. The Customer's electricity meter will be replaced as required by the Customer's electricity distributor. The cost of replacement of the electricity meter is payable by the Customer.

Ownership and Risk

Ownership of the Goods will pass to you only upon payment in full of the Purchase Price for the Goods and any other amounts due and owing to Vagus Energy Solutions Pty Ltd under this Contract. Risk in the Goods will pass to you when that Goods are delivered and / or installed at the Premises and you hereby agree to and do indemnify Vagus Energy Solutions Pty Ltd against all loss and damage it suffers as a consequence of any and all losses consequent upon such delivery and installation.

Vagus Energy Solutions Pty Ltd reserves the following rights in relation to the Goods provided to you until the full Purchase Price for those Goods and all other sums payable by you under this Contract are received by Vagus Energy Solutions Pty Ltd:

• Legal ownership and title to the Goods;
• To enter your Premises without liability for trespass or any resulting damage and retake possession of the Goods; and
• To keep or resell the Goods repossessed;
• To sue you for any loss or damage suffered by Vagus Energy Solutions Pty Ltd for any loss or damage to its Goods.

You indemnify Vagus Energy Solutions Pty Ltd against any claim arising from such entry by them into the Premises.

Access to the Premises

You authorise Vagus Energy Solutions Pty Ltd (its contractors, employees and installers) to have access to the property at times it reasonably requires. This access may include, but is not limited to, site inspections, the signing of required paperwork, the delivery and installation of the PV Solar system, connection to the grid and one single subsequent inspection.

You understand that if you (or another authorized person) are not present at time of installation and hence installation is not able to go ahead then a fee of $200.00 (GST Inclusive) will be charged and your new installation date will be moved to the end of the list, Vagus Energy Solutions Pty Ltd reserve the right to consider extenuating circumstances.

If you are not the owner of the Premises: You represent that you have obtained the consent of the owner or any agent of the owner of the Premises for us to carry out all work and supply Product, You agree that you are liable to pay for the Product even though you are not the owner; and you agree to indemnify us against all loss, costs or damage that we suffer or which is claimed against us or our contractors due to any breach of this clause by you.

STC's

The Renewable Energy (Electricity) Act 2000 allows owners of eligible solar power systems to create Small Scale Technology Certificates ("STC's") or to assign their right to create STCs to persons registered with the Office of the Renewable Energy Regulator.

If the Customer has elected to assign their right to create STCs in respect of the System to Vagus Energy Solutions Pty Ltd:

• The Customer will receive a point of sale discount on the price payable by the Customer, which will be detailed on the Quote Acceptance Form; and
• the Customer agrees to complete all such prescribed forms and perform all such actions to give effect to the assignment of STCs to Vagus Energy Solutions Pty Ltd or its nominated agent.

The overall sales price is dependent on the Renewable Energy Credit's value. Current Australian Government policy allows STCs to be created for each megawatt-hour of eligible renewable energy generated or deemed to have been generated by certain systems that generate electricity including the Products purchased under this Sales Agreement.

STCs are traded on an open market and the price of STCs varies from time to time. After installation, the customer agrees to assign the STCs to Vagus Energy Solutions Pty Ltd. If the customer wishes to retain the STCs this can be facilitated, but the customer will be required to pay the full price of the system at the time of the installation. STCs in the Clearing House are only sold when there is a buyer, there is no guarantee on how long they will take to sell, and consumers are not guaranteed $40 PER STC.

If, as a result of the STCs pricing, the cost to the Customer increases by an amount in excess of $500, the Customer shall be entitled to terminate the contract and receive a full refund of deposits on the condition that such termination occurs prior to installation.

Grid Connection, Meter installation, Tariff’s and Solar Buy Back

This agreement DOES NOT include the cost to purchase and install the new meter, which will be charged to you by a private meter contractor (or your energy retailer in some states) following installation of the solar system. The cost of a meter installation is typically $150-$1000 but can cost more in some cases.

You understand that although Vagus Energy Solutions Pty Ltd may assist in arranging connection to the main grid and meter installation the agreement to undertake this connection is between you and your energy retailer and/or distributor.

Any electrical work required to bring your building's wiring or switchboard up to code (AS3000) is not part of this agreement and will be payable by the customer, this includes "shoebox meters" in the ACT.

You understand that different energy retailers and/or distributors have different rules, requirements and rates regarding what they will pay you for the solar electricity you generate. You may need to switch energy retailers in order to receive the solar electricity buy-back (feed in tariff).

Vagus Energy Solutions Pty Ltd accepts no responsibility if the customer does not receive the solar buy back. Please check with your retailer as to whether they provide the solar buy-back in your area and for any special related conditions. Feed in tariffs or solar electricity buy back schemes are governed by State and Territory laws and Vagus Energy Solutions Pty Ltd accepts no responsibility if these laws change in any way affecting the system's return on investment.

Vagus Energy Solutions Pty Ltd advises consumers that their electricity contract/tariff may change following installation of solar and that you should contact your electricity retailer before signing a contract, to check what new electricity tariff rates may be applied. If you are happy with the offered Tariffs from your retailer, then only we will proceed with the installation. We recommend you should check your Bills after installation of the solar PV system, to confirm that the agreed tariff has been applied.

Termination and Refunds

Vagus Energy Solutions Pty Ltd may terminate this contract in the event that you fail to comply with any term of this Contract or any of the Contract Documents.

If this Contract is terminated before Vagus Energy Solutions Pty Ltd has received payment in full of the Purchase Price for the Goods, then Vagus Energy Solutions Pty Ltd will be entitled to:

• Remove the Goods from the Premises or from any other place that you have relocated them to, or authorized them to be relocated to
• Undertake any works necessary to remove the Goods by taking legal measures if necessary.

If Vagus Energy Solutions Pty Ltd terminates this contract because you have failed to comply with any term of this Contract, you agree to pay any costs associated with the removal of the Goods from the Premises or any other place including any damage resultant there from, & any costs associated with recovering possession of the Goods (incl, but without limitation, legal costs).

You may elect to terminate this Contract other than in accordance with this section at any time prior to Vagus Energy Solutions Pty Ltd ordering the Goods from a supplier and installation of the Goods at the Premises, in which case you will be eligible to get full refund of your deposit from Vagus Energy Solutions Pty Ltd. In case if your grid connection is not approved, then you will also be entitled to receive a full refund. Consumer can terminate the contract any time before 10 business days cooling off period time and receive a full refund. Consumer will also receive the full refund if the final system design provided is significantly different to that quoted at the point of contract and is not signed off by the consumer.

If the site-specific full system design and performance estimate is provided as a deliverable of the contract and full information is not provided to the consumer before the expiry of any cooling-off period and the consumer does not consent to this information upon receiving it, consumer will be eligible to receive full refund upon request.

If the estimated delivery time-frame for installation completion that was agreed upon at the point of contract is not honoured, for reasons reasonably within the Signatory’s control, and the consumer does not consent to a revised time-frame, the consumer will be eligible to receive full refund upon request.

Vagus Energy Solutions Pty Ltd will act on behalf of the consumer to obtain grid connection approval from the distributor prior to installation, and if the consumer does not receive approval from the distributor to connect a system then the consumer will be eligible to receive the full refund upon request. If any extra chargeable work arises, which was not specified in the initial contract and the consumer does not consent to these additional costs then the additional costs will be borne by the Vagus Energy Solutions Pty Ltd.

Installation Warranties

Vagus Energy Solutions Pty Ltd warrants that the installer of The Goods will be suitably qualified and experienced; will be duly licensed or registered; and accredited for installation of solar electricity Goods by the Clean Energy Council for Sustainable Energy (or another relevant body).

Vagus Energy Solutions Pty Ltd warrants that, when The Goods are installed, the installation will comply with all relevant Australian standards or, where they do not exist, with the relevant international standard. No responsibility is accepted by Vagus Energy Solutions Pty Ltd nor does the work quoted include any costs or liability in relation to the replacement, repair or suitability of existing plumbing fittings, flue, piping, floor coverings, wiring, roofing or any other household effect.

Exclusions and Limitations: Although reasonable care is taken with the installation of The Goods NO responsibility can be accepted for components, materials and workmanship supplied by You or if the goods are used or dealt with in any way which is not usual.

Responsibility will not be accepted for equipment loss\damage due to any of the following:

• Storm or tempest,
• Atmospheric electrical discharges,
• Flooding or water damage, however caused,
• Lack of, or improper maintenance,
• Unauthorized repair, modification or additions,
• Connection of equipment not in compliance with specifications,
• Faulty operation of Customer supplied power generating equipment, and
• Goods loading in excess of specified Goods capacities or force majeure.

Except as required by law all implied conditions and warranties are hereby excluded subject to those conditions and warranties necessarily implied under the Trade Practices Act or any other Act. The Customer's sole and exclusive remedy for any damage whether direct, indirect, special, consequential or contingent shall, at the Vagus Energy Solutions Pty Ltd option, be limited to the following:

• in the case of goods:
  • the replacement of the goods or supply of equivalent goods
  • the repair of goods
  • the payment of the cost of replacing or repairing equivalent goods
• in the case of services:
  • the supply of the services again
  • the payment of the cost of having the services supplied again

Product Warranties

The product warranties are outlined in respective Product Specifications brochure available from Vagus Energy Solutions Pty Ltd. The installation warranty is available from Vagus Energy Solutions Pty Ltd at a period of 10 Years from date of installation.

Vagus Energy Solutions Pty Ltd advises that they know of no changes to the Product Warranties or Installation Warranty as at the date of signing this Document and You agree to accept as notice of any change amendment or addition, the publication by Vagus Energy Solutions Pty Ltd on its website of any amendment, addition or alterations from time to time, which may be notified to Vagus Energy Solutions Pty Ltd by the manufacturer or supplier of the Goods.

Disclaimer Regarding Performance

We guarantee that the energy output of your Vagus Energy Solutions Pty Ltd PV solar system will meet or beat the Estimated Yield (Performance Guarantee). If it doesn’t do so you are entitled to compensation to put you in the position you would have been in if the output of the system had met the Performance Guarantee. In every circumstance and where possible Vagus Energy Solutions Pty Ltd will use best endeavors to install the Product to optimal orientation and exposure to direct sunlight.

You are not entitled to a remedy when your solar system does not meet the Performance Guarantee due to something:

• you or someone else did or failed to do (excluding Vagus Energy Solutions Pty Ltd ’s agents or employees), or
• Beyond human control that happened after the system was installed at your premises.

Examples may include where:

• someone other than Vagus Energy Solutions Pty Ltd’ installer, contractor or other authorized representative installed, removed, reinstalled, repaired or modified the system;
• you have failed to keep vegetation trimmed so that the system receives as much sunlight as it did when it was installed by us;
• Abnormal weather conditions occur which reduce the expected amount of sunlight being received by your system.

Vagus Energy Solutions Pty Ltd acknowledges that some houses may not have optimum positioning for the Product and acknowledges that customers will still want the Product installed with the understanding the performance may be compromised in certain situations.

You acknowledge that performance may be compromised if the Product including positioning of components and Products on rooftops is not ideal and accept that the performance may not be as to the manufacturer's specifications

If we determine that there is a problem with your system but the problem is not a “major failure” (as defined in the Australian Consumer Law) and is capable of being remedied, you must provide us with an opportunity to remedy the problem free of charge within a reasonable time. If we determine that there is a problem with your system and the problem is a “major failure” or is not capable of being remedied, you are entitled to a choice of remedies in accordance with the Australian Consumer Law.

Exclusion of Warranties and Liability

Vagus Energy Solutions Pty Ltd does not make any representations or warranties to you in connection with the Goods, beyond the express terms of the manufacturer's or supplier's warranties set out in this Contract and those warranties which cannot be excluded from this Contract.

Vagus Energy Solutions Pty Ltd liability for breach of any express or implied condition or warranty (other than a condition or warranty implied by section 69 of the Trade Practices Act 1975, Commonwealth) is limited to the replacement or repair of the relevant solar Goods provided you have satisfied the warranty requirements.

Subject to the preceding paragraph, to the maximum extent permitted by law, Vagus Energy Solutions Pty Ltd will have no liability to you for any compensation for breach of this Contract other than as is set out in the preceding paragraph. You acknowledge this Contract contains the whole of the terms and conditions agreed upon by the parties hereto.

You indemnify and agree to keep indemnified Vagus Energy Solutions Pty Ltd, its workmen and agents from and against all claims demands actions and proceedings of any kind whatsoever made or brought against Vagus Energy Solutions Pty Ltd by any person or corporation whatsoever arising out of any act or omission on the part of Vagus Energy Solutions Pty Ltd in or about or the performance or purported performance by Vagus Energy Solutions Pty Ltd of its obligations under this Contract. We do not take responsibility for any electric signal’s interference including TV and radio.

Force majeure

In the event of a "force majeure" event Vagus Energy Solutions Pty Ltd shall be entitled either to rescind the Contract (without being liable for damages) or to extend delivery or time for performance by a reasonable period of not less than the duration of such event and all liability under any contract, including liability for damage whether specified or otherwise, shall be modified or adjusted accordingly.

GST

If and to the extent that any payment or other consideration to be made or furnished by Vagus Energy Solutions Pty Ltd to a person other than YOU, pursuant to or in connection with this Agreement, may be increased or added to by reference to (or as a result of any increase in the rate of) any GST for which Vagus Energy Solutions Pty Ltd is not entitled to receive and retain an "Input Tax Credit" (as defined in A New Tax Goods (Goods and Services Tax) Act 1999), You shall pay to Vagus Energy Solutions Pty Ltd on demand an amount equal to that increase or the value of that addition within 7 days of receipt of an invoice or other written request for payment by Vagus Energy Solutions Pty Ltd.

Information and Privacy

Vagus Energy Solutions Pty Ltd may disclose any personal information in its possession relating to you to any credit reporting agency or similar body, for the purpose of assessing your creditworthiness. The Customer consents to such disclosure, and consents to Vagus Energy Solutions Pty Ltd receiving information from credit reporting agencies or similar bodies regarding the Customer's commercial activities or creditworthiness.

You agree to provide Vagus Energy Solutions Pty Ltd with whatever information it may require from you in order to apply for any grant, rebate or other benefit which you may be entitled to receive from the Commonwealth or State Government.

The information collected by Vagus Energy Solutions Pty Ltd may include "personal information" within the meaning of the Privacy Act 1988 (Commonwealth). You are entitled to access this information by contacting Vagus Energy Solutions Pty Ltd at the address shown in this Contract.

Vagus Energy Solutions Pty Ltd will collect information from you for the purposes of applying for the grant, rebate or other benefit on your behalf and, accordingly, may disclose that information to the relevant Government authorities.

Vagus Energy Solutions Pty Ltd may also use any personal information, collected from you, for the purposes of sending you marketing and promotional materials unless you notify Vagus Energy Solutions Pty Ltd that you do not wish to receive marketing or promotional materials.

Miscellaneous

This Contract Document sets out the entire agreement between you and Vagus Energy Solutions Pty Ltd and supersedes any representations or promises made by Vagus Energy Solutions Pty Ltd its employees or agents whether prior to or after the commencement date of this Contract.

This Contract shall only be varied by written agreement prepared with the same degree of formality as this Contract.

To the extent permitted by law, all implied terms are excluded.

Any performance of an obligation by Vagus Energy Solutions Pty Ltd under this Contract following a breach by you shall not be deemed as a waiver of the said breach, or otherwise affect any right that Vagus Energy Solutions Pty Ltd has, or any action that we make take, with respect to that breach.

No delay in the exercise in any right held by Vagus Energy Solutions Pty Ltd shall be deemed as a waiver of those rights.

Any notices to be provided under this Contract shall be in writing and forwarded to Vagus Energy Solutions Pty Ltd at its business address, or to the Customer at the Premises, as the case may be, and shall be deemed to be received by intended recipient within 3 business days of postage, or upon personal hand delivery.

In this Contract, a reference to any legislation is a reference to that legislation, and any legislation that repeals or replaces it, as in force from time to time.

This Contract is governed by the laws of the State in which the Premises are located.

If anything in this Contract is unenforceable, illegal or void then it is severed, and the rest of this Contract remains in force.

Acknowledgments by Customer

The Customer affirms they have read, understood and agree to these terms and conditions.

The Customer affirms that all information provided to Vagus Energy Solutions Pty Ltd is true and accurate.

Any false or incorrect information provided to Vagus Energy Solutions Pty Ltd which leads to any losses or damages may be indemnified at the customer's expense.

The Customer acknowledges that system performance fluctuates with varying environmental conditions, and system performance is affected by shading caused by nearby structures or objects. The Customer acknowledges that the calculated System power generation is an approximation.

Independent from and in addition to the Product Warranties provided by the component manufacturers and any warranties implied or specified under Australian Consumer Law, Vagus Energy Solutions Pty Ltd backs all its systems with a Full 5 year “Whole of System” Warranty which includes on-site rectification.

What it covers:

If during the first five years of operation, your system suffers a fault or defect in relation to the products supplied or the installation workmanship, then Vagus Energy Solutions Pty Ltd will rectify your system at no cost to you. A standard minimum retailer’s warranty period of five years on the operation and performance of the whole solar PV system, including workmanship and products. Vagus Energy Solutions Pty Ltd will also repair any damage or leaks caused by it or its contractors during the installation process, subject to Vagus Energy Solutions Pty Ltd being notified of such damage as soon as you become aware of, or should have reasonably become aware, of the damage.

This covers all related costs in relation to repair and/or replacement of components and/or damage and the associated on-site labour.

Conditions and what are not covered:

• Damage caused to the system by extreme weather conditions and natural events such as excessive flooding, No warranty will be void in normal weather conditions such as rainy weather. (we recommend that you have your solar system covered under a home insurance policy to cover Extreme weather conditions and events).
• Fault or damage caused by external factors or events (for example vandalism).
• Faults or damage caused by tampering with or repair or modification by a party other than Vagus Energy Solutions Pty Ltd.
• Items that are visual in nature or do not affect the performance of the system.
• Faults or damage caused by the electricity grid.
• Non-compliance with operating instructions.
• Incidental or consequential loss in relation to a fault or defect.

What happens after 5 years:

In the event of a fault or defect, you can still rely on the product warranties provided by the manufacturers of the components supplied as part of the system (for example, the 25-year performance warranty associated with Solar Panels). Vagus Energy Solutions Pty Ltd will always act as a mediator between the consumer and manufacturer to help the consumer issues or queries.

Vagus Energy Solutions Pty Ltd is your first point of contact and will aid in obtaining warranty resolution from the relevant manufacturer.

Many of the products we supply come with an on-site labour warranty (proving coverage after 5 years). You should consult the relevant warranty documentation in relation to the specific products you are considering determining if labour is covered after 5 years. Product Warranty documents are given in your solar Installation Documents or else you can request from Vagus Energy Solutions Pty Ltd.

Types of warranties under Australian Consumer Law

These warranties are always provided in addition to the consumer guarantees and do not override or limit consumers’ rights under the ACL. Consumers may be entitled to a repair, replacement or refund even after any voluntary warranty or extended warranty has expired.

Express warranties

We provide you an express warranty, under the consumer guarantees we guarantee that the goods will meet this warranty. If such a claim does not hold true, the consumer can assert their rights under the consumer guarantees.

Warranties against defects

Under the ACL, ‘warranties against defects’ is described as A warranty against defects is a representation communicated to a consumer, at or around the time that goods or services are supplied, that if the goods or services (or part of them) are defective, Vagus Energy Solutions Pty Ltd will:

• repair or replace goods (or part of them)
• resupply or fix a problem with services (or part of them)
• provide compensation to the consumer.
• that any benefits provided to the consumer by the warranty is in addition to any other rights and remedies available to them under the law.

Ref: ACL reference: sections 102, 192

Extended warranties

Vagus Energy Solutions Pty Ltd offer extended warranties to lengthen the coverage of their basic manufacturer’s warranty (also known as a warranty against defects). Usually, consumers are offered the chance to buy an extended warranty after, or at the time, they buy the goods. The consumer guarantees provide rights that exist despite anything the supplier or manufacturer may say or do. Extended warranties are optional. Vagus Energy Solutions Pty Ltd acknowledge that it will not:

• use undue pressure or unfair tactics to get a consumer to buy an extended warranty
• mislead a consumer into paying for rights that they already have under the consumer guarantees.

Vagus Energy Solutions Pty Ltd acknowledges that When selling extended warranties, Vagus Energy Solutions Pty Ltd will explain to the consumer what an extended warranty would provide, over and above the consumer’s rights under the consumer guarantees to minimise the risk of misleading the consumer. Vagus Energy Solutions Pty Ltd acknowledges that it will not mislead the consumers into thinking they are receiving additional benefits when they are not.

Guarantees applying to goods

Vagus Energy Solutions Pty Ltd and a manufacturer guarantee that:

• goods are of acceptable quality
• goods will match any description provided
• any express warranties will be honoured.

Vagus Energy Solutions Pty Ltd guarantees that a consumer is buying goods:

• that have clear title, unless otherwise stated
• that do not have undisclosed securities
• that are fit for any disclosed purpose
• with a right to undisturbed possession
• that match the sample or demonstration

model provided.

A manufacturer guarantees the availability of repairs and spare parts (other than for auctioned goods).

Therefor Vagus Energy Solutions Pty Ltd affirm that in any issues relating to consumer queries regarding performance guarantees, warranties and after sales service will be unbiased and responsive to resolve the issues.

After-Sales services

We set high standards for our products as they have a significant impact on our Customer’s quality of life. This makes the expectations for our after-sales service correspondingly high. We dedicate ourselves to maintaining the high functionality and safety of our products here. We carry out maintenance and repairs, assist you with replacement fittings, advise you regarding service intervals and offer you guarantee with various terms for numerous products.

High service quality

Extensive experience and ongoing cooperation with our partners serve as the basis for the quality of our services. A mutual exchange helps us continually improve our services and the corresponding processes. This is the only way to develop and maintain the trust and confidence of our partners and users.

VAGUS ENERGY SOLUTIONS PTY LTD (“Vagus Energy Solutions”) PRIVACY POLICY

Our Commitment

Your privacy is important to you and it’s important to us.To help us deliver our services we collect and store a range of different data. We are committed to protecting your privacy and keeping your information safe.

This Privacy Policy sets out our ongoing commitment to you in respect of how we manage your Personal Information that we collect through our website (www.vagus.energy) or directly from you.

We encourage you to read this Privacy Policy carefully.  This Policy may be updated from time to time, and we will publish the changed version here on our website. Please contact us in case you have any questions regarding this Policy.

We are aligned with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act).

The APPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information. It is not intended to cover categories of personal information that are not covered by the Privacy Act. A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Federal Privacy Commissioner at www.privacy.gov.au. This Privacy Policy applies to Vagus Energy Solutions and any entity owned or controlled by Vagus Energy Solutions in relation to Vagus Energy Solutions and it’s ‘Related Entities’ (together “Vagus Energy Solutions”) operations in Australia and globally.

What is personal information and why do we collect it?

Personal Information generally means any information that can be used to identify you, including your name, address, telephone number and email address. If you do not wish to provide personal information to us, then you do not have to do so, however, it may affect your use of this website, or any products and services offered on it.

We collect your Personal Information for the primary purpose of providing our services to you. We may also use your Personal Information for secondary purposes closely related to the primary purpose such as:

 To improve your customer service experience – information you provide to us helps us to respond to your requests more efficiently ? To personalise our offerings to you – we may use information you provide to us to better understand your service needs ? To improve our website – we may use any feedback that you provide to improve our products and services for you ? To send emails/newsletters – we may use your email address to send you emails/newsletters related to the service that we offer you or for marketing. You may unsubscribe from our mailing/marketing lists at any time by contacting us.

Some of the type of personal information collected:

Some of the type of personal information we generally collect might include:

Information collected from visiting our website (cookies etc.)

Your name, email address, telephone number, address

Information about your access and use of this website

Information about which of our products and services might be of interest to you.

If we are considering providing credit to you or an entity related to you, we may also collect and hold:

Consumer and commercial credit information about you (including without credit limit information and credit eligibility information).

How do we collect your personal information?

We may collect your personal information either:

Directly from you (for example, when you request for consultations or services on our website, or when you speak with us regarding our products and services)

From third parties such as our business partners, clients and other service providers

From publicly available sources of information, or

From our records and databases. If we receive your personal information from third parties, we will protect it with same as set out in this Privacy Policy. 

Holding your personal information

We take reasonable measures to ensure protection against unauthorised access, alteration or disclosure of your personal information.

We adopt appropriate data collection, storage and processing practices, and security measures to protect your personal information we hold including both physical (e.g., secured and authorised entry to our offices) and technology (e.g., restriction of access, the use of encryptions and passwords) measures.

Disclosure of personal information

We may disclose personal information for purposes including to provide our products and services to you, and as required by law.

Where we disclose your personal information to third parties for these purposes, we will request that the third party follow this Privacy Policy regarding handling of your personal information.

Access to and correction of personal information

Under the Privacy Act, you have a right to seek access to information which we hold about you. You also have the right to ask us to correct information about you, which is inaccurate, incomplete or out of date.

For Access: You may request details of personal information that we hold about you, in certain circumstances set out in the Privacy Act 1988 (Cth). An administrative fee may be payable for the provision of information. We may refuse to provide you with information that we hold about you, in certain circumstances set out in the Privacy Act.

For Correction: If you believe that any information, we hold on you is inaccurate, out of date, incomplete, irrelevant or misleading, please contact us by email. We rely in part upon customers advising us when their personal information changes. We will respond to any request within a reasonable time. We will endeavor to promptly correct any information found to be inaccurate, incomplete or out of date.

Complaints about breach

If you are of the view that we have breached the Australian Privacy Principles, the Privacy Act, or any related privacy code in dealing with your personal information and wish to make a complaint about that breach, please write to us using the contact details set out below. We will then endeavour to provide you with confirmation as to how we propose to deal with the complaint as soon as practicably possible.

If you are not satisfied with our response to your complaint, you may make a complaint to the Office of the Australian Information Commissioner by visiting the following website and following the steps: https://www.oaic.gov.au/individuals/how- do-i-make-a-privacy-complaint.

Unsubscribe

To unsubscribe from our e-mail database, or opt out of communications, please contact us at the details below.

Storage and Security

We are committed to ensuring that the information you provide is secure. For any questions or notice, please contact us at:

Vagus Energy Solutions ACN: 619 546 360

Address: Cardigan Suites, 139 Cardigan Street, Carlton VIC 3053

Phone: 1300 MY VAGUS

Email: hello@vagus.energy

Last update: 5 August 2023