1.About us and this policy
Renewable Energy System Integration Pty Ltd (ABN 98 660 958 672) (“RESI”, “we”, “us”, “our”) is an Australian company supplying solar and battery energy storage systems, together with the monitoring and energy management software platforms that operate them.
We respect your privacy and handle your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This policy explains what personal information we collect, why we collect it, how we use and protect it, who we disclose it to, and how you can access it, correct it, or make a complaint.
You can contact us about privacy matters at info@resi.net.au.
2.Scope
This policy applies to personal information we collect through our website at resi.net.au, our online energy management platforms and mobile applications, the solar and energy storage equipment we supply and monitor, and our dealings with you by phone, email, in person, or through our authorised dealers and installers.
3.What personal information we collect
Information you give us
When you register an account, buy a system from us, or contact us for support, we collect information such as:
- your name, email address, phone number and login details
- where you are a business customer, your company name, position and ABN
- details of the site where the equipment is installed, including the address and site contact
- photographs of the installation site taken during installation or service
- the content of your enquiries and service requests
Energy system and usage data
We collect operational data from the systems we supply and monitor. This includes:
- device details such as serial number, model and firmware version
- system telemetry such as state of charge, state of health, power flows, voltages, temperatures and alarm codes
- energy data covering generation, consumption, grid import and export, and battery charging and discharging
- records of system events, including alarms, faults and control settings applied to the system
Where this data relates to residential premises, it can reflect patterns of activity at that address. We treat it as personal information and protect it accordingly.
Information collected automatically
When you use our website or app we collect device and browser information, your IP address, and log data such as the pages and features you use and any errors that occur. We also use cookies and similar technologies (see section 14).
Information from others
We may collect information about you from our authorised dealers and installers, for example where they register a system on your behalf.
Sensitive information
We do not seek to collect sensitive information as defined in the Privacy Act.
4.Why we collect it and how we use it
We collect and use personal information to:
- supply, install and commission energy systems
- monitor system performance, safety and health
- provide remote support, diagnostics, warranty service and maintenance
- operate energy management functions such as tariff optimisation and demand charge management
- manage your account and respond to your enquiries
- meet our obligations to electricity network operators and comply with applicable Australian standards
- improve our products and services
- comply with our legal obligations
If we use your information for a purpose other than the one we collected it for, we will only do so where you would reasonably expect it, where you have consented, or where the law permits or requires it.
5.Dealing with us anonymously
Where it is lawful and practicable, you may deal with us anonymously or using a pseudonym, for example when making a general enquiry about our products.
It is not practicable for you to remain anonymous when we supply, install, monitor or service an energy system. We need to know who holds the account, where the equipment is located, and who is authorised to make decisions about the system.
6.Who we disclose your information to
We may disclose your personal information to:
- our authorised dealers and installers, for installation, commissioning, warranty and service work
- service providers who host and support our systems, and who provide other functions we outsource, such as communications and professional services
- government agencies, regulators, courts and law enforcement, where required or authorised by law
- a purchaser or prospective purchaser, in connection with an actual or proposed sale or merger of our business, on the basis that they use your information only as described in this policy
- anyone else you have consented to us disclosing it to
We require service providers to handle your personal information only for the purposes for which we engage them.
Some of these recipients are located outside Australia (see section 7).
We do not sell your personal information.
7.Overseas disclosure
We store personal information on servers located in Australia (see section 9).
We use service providers to host our systems and to provide technical support and maintenance. Some of these providers, and their personnel, are located outside Australia. Where that is the case, personal information we hold may be accessible from those countries for those purposes.
Before personal information is made available to an overseas recipient, we take steps that are reasonable in the circumstances to ensure it is handled in accordance with the Australian Privacy Principles. These steps include written contractual obligations, role-based access controls, logging of access, and periodic review of those arrangements.
If you would like more detail about our arrangements with overseas service providers, please contact us.
8.How we protect your information
We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure.
These steps include encrypting information in transit, restricting access to our systems to people who need it for their role, requiring individual accounts and authentication for that access, keeping records of system access, and imposing confidentiality obligations on our staff and contractors.
We require the service providers who host and support our systems to maintain security measures appropriate to the information they handle, and we review those arrangements.
No method of transmission or storage is completely secure. You also play a part in keeping your account safe: please use a strong, unique password, keep your login details confidential, and tell us promptly if you think your account has been accessed without your authorisation.
9.Where we store your information and how long we keep it
We store personal information on servers located in Australia.
We keep personal information for as long as we need it for the purposes described in this policy, and for as long as we are required to keep it by law. Records relating to the installation, electrical safety and warranty of your equipment are kept for as long as those obligations apply.
When we no longer need personal information and are not required to keep it, we destroy it or de-identify it.
If we stop providing a service, we will notify affected users in advance and deal with personal information in accordance with this policy and applicable law.
10.Closing your account
If you hold an account in your own name, you may close it at any time by contacting us at info@resi.net.au. We will verify your identity before acting on the request. Closing your account is permanent.
Closing your account does not switch off your energy system. The equipment will continue to operate, but you will no longer be able to monitor or control it through our systems.
Where an account is held by a business, the account belongs to that business and only a person authorised by the business may close it. If you are a named user and you leave that business, contact us and we will remove your personal details and disable your access without closing the account.
The energy system stays with the property. If you sell or vacate the premises, contact us so that we can close your account and transfer monitoring to the new owner. We do not pass on your contact details or your support history. Energy data is recorded against the equipment and the site rather than against a person, so historical system data may remain available to whoever is responsible for the system at that address.
When we close your account we delete your name, contact details, login credentials and preferences. We retain records we are required to keep by law, records relating to the installation, electrical safety and warranty of the equipment, service records we need to honour a warranty or respond to a legal claim, and operational data about the equipment in a form that is not linked to you. Copies of your information may remain in our secure backups for a period after deletion, and are removed when the backup cycle completes.
11.Accessing and correcting your information
Much of the information we hold about you is available directly in your account, where you can view and update your contact details and preferences at any time. This is usually the quickest way to access or correct your information.
You may also ask us for access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading.
To make a request, contact us at info@resi.net.au. There is no particular form you need to use, but it helps if you tell us what information your request relates to. We may need to verify your identity before we act on your request.
We will respond within 30 days. Where we can, we will give you access in the format you ask for.
There is no charge for accessing or correcting your information.
Some information is generated automatically by your energy system and records what the equipment reported at a particular time. We cannot alter these records. If you believe such a record is inaccurate or misleading, you may ask us to associate a statement of your position with it, and we will take reasonable steps to do so.
If we have corrected information that we previously disclosed to someone else, for example your installer, you may ask us to notify them of the correction, and we will take reasonable steps to do so unless it is unlawful or impracticable.
If we refuse a request, we will tell you in writing, give our reasons, and explain how you can complain (see section 13).
12.Data breaches
We take steps to detect, contain and investigate incidents affecting personal information.
If we suspect that personal information we hold has been lost, or accessed or disclosed without authorisation, we will assess the incident promptly to determine whether it is likely to result in serious harm. Where we can prevent that harm through remedial action, we will do so.
Where an incident is likely to result in serious harm, we will notify the affected individuals and the Office of the Australian Information Commissioner as soon as practicable, as required by the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act 1988 (Cth).
We will notify affected individuals directly where it is practicable to do so. Where it is not, we will publish a statement on our website and take reasonable steps to bring it to the attention of those affected. Our notification will describe what happened, the kinds of personal information involved, and the steps we recommend you take in response.
If you believe your account or your system may have been compromised, please contact us immediately (see section 13).
13.How to make a privacy complaint
If you have a concern about how we have handled your personal information, please tell us. There is no cost to you in making a complaint. Contact our Privacy Officer at info@resi.net.au.
We prefer to receive complaints in writing so that we have a clear record of your concerns. To help us investigate, please tell us what happened, when it happened, what personal information was involved, and what you would like us to do to resolve it.
We will acknowledge your complaint within 5 business days and give you a written response within 30 days. If your complaint is complex and we need longer, we will tell you why and agree a new timeframe with you.
If you are not satisfied with our response, or we have not responded within 30 days, you may complain to the Office of the Australian Information Commissioner (OAIC). Their current contact details and online complaint form are available at www.oaic.gov.au.
The OAIC generally requires you to raise your complaint with us first and allow 30 days for a response before it will accept a complaint.
14.Cookies and similar technologies
Cookies are small data files placed on your computer or mobile device when you visit a website. Similar technologies, such as local storage and software development kits in mobile applications, work in comparable ways.
We use these technologies to:
- keep you signed in and protect the security of your session
- remember your preferences, such as language and display settings
- understand how our services are used, so that we can improve them
Most browsers allow you to view, manage, delete and block cookies through their settings. If you block or delete cookies, parts of our services may not work correctly. In particular, you may not be able to remain signed in.
We will publish a detailed list of the cookies and similar technologies we use, and keep it updated.
15.Children
To hold a RESI account you must be at least 18 years of age and be either the owner of the premises where the system is installed, or a person authorised to act on the owner’s behalf.
We do not direct our services at children, and we do not knowingly collect personal information from anyone under 18. If we become aware that we hold personal information collected from a child without the consent of a parent or guardian, we will take reasonable steps to delete it.
Energy data from a residential system relates to the premises as a whole and may indirectly reflect the activities of everyone living there, including children.
16.Changes to this policy
We may update this policy from time to time. The current version is always available at resi.net.au/privacy. The version number and effective date appear at the top of this policy, and where changes materially affect how we handle your personal information we will notify account holders by email or by prominent notice on our website before the change takes effect.
Updating this policy does not by itself authorise us to use or disclose personal information we have already collected for a purpose you would not reasonably expect. Where a new use requires your consent, we will seek it separately.
See also our Terms of Use.