Frequently asked questions

Why do so many people buy solar?


There are many reasons why so many Australians go solar, but improving the environment and cutting energy costs are most common. Our most popular packages at Austwide are also great investments.




How does solar work?


Simply put, Solar PV cells generate electricity by absorbing sunlight and using that light energy to create an electrical current. A solar inverter will be installed to convert this current to useable electricity.




What government incentives are available to me?


A federal government incentive (STC Discount) is available to PV solar installations below 100kW around Australia. There are also some state specific incentives available to eligible home-owners. To find out more call our helpful solar specialists on 1300 070 786.




What can I get paid by my electricity retailer?


Most grid-connected solar systems are eligible for a feed-in tariff. A feed-in tariff is the rate an electricity retailer will pay for excess solar generation that is sent back to the grid. The current minimum feed-in tariff in Australia is 9.9cents/kWh.




How long will my solar installation take?


A solar installation can take anywhere between 3-8 hours to complete depending on the complexity of the system design.




How do I start the process?


At Hello Solar we strive to help you transition over to solar seamlessly and swiftly. To start the process, simply call your local Hello Solar office on 1300 070 786 and speak to a friendly solar specialist.




Where can I compare what are the best available electricity providers & rates for me power now that I have solar power.


You can compare electricity providers at the Australian Government website https://www.energymadeeasy.gov.au/ or https://compare.energy.vic.gov.au/




What is Austwide Solar’s warranty guarantee?


Austwide Solar provides a 5 year whole of system warranty for Solar Systems for purchased from Austwide Solar. This 5 year whole of system warranty commences on the day of installation for the proceeding 5 year period. Austwide Solar will extend to the customer any warranty received from the original manufacturer of the Goods so far as Austwide Solar is permitted to do so. In the case of non-conforming Goods, Austwide Solar’s obligations will be limited to, at Austwide Solar’s discretion and option: 1. refunding the price of the Goods; 2. replacing the particular Goods; or 3. otherwise correcting the non-conformance of any Goods for which written notice of non-conformance under any applicable warranty is received by Austwide Solar within the applicable warranty period. Where Austwide Solar is required to repair Goods on-site, all travel, transport, accommodation and other such expenses incurred by Austwide Solar will be the responsibility of Austwide Solar, unless the damage or fault is caused by misuse, unauthorised repair or alteration, neglect, normal wear and tear, accidental damage This 5 Year Whole of System warranty will not apply to Goods which Austwide Solar determines at its absolute discretion have been subjected to misuse, unauthorised repair or alteration, neglect, normal wear and tear, accidental damage, or any other cause beyond Austwide Solar’s reasonable control.
For any warranty concerns please contact support at:
support@austwidesolar.com.au FREE CALL: 1800 287 476




What is Austwide Solar’s complaint handling process


All customer complaints should be directed to support@austwidesolar.com.au or call 1800 287 476 All customer complaints will be acknowledged within 48hours of receipt of complaint.
A dedicated staff member or approved contractor will contact the client to address the complaint. All reasonable effort will be used to resolve the customers complaint will minimal stress to the customer.
Once the complaint is addressed and closed a follow up call to the client will be made to ensure the customer has had their issue or complaint satisfactorily addressed. 1. Complaints
Making a complaint
1.1 If you have a complaint relating to the System, its installation or this agreement generally,
you can make a complaint to us by:
(a) calling us on our telephone number as set out in the Quote; or
(b) giving us written notice of this, by post or email.
1.2 We will handle your complaint in accordance with our standard complaints procedures. If we
have volunteered to be bound by the CEC Solar Retailer Code of Conduct, then these
procedures will comply with that Code, and with the Australian Standard on Complaints
Handling AS ISO 10002-2006. If you are still not satisfied
1.3 If you are not satisfied with the outcome of your complaint, you can refer the complaint to
with the relevant Fair Trading or Consumer Affairs office in your state or territory, as follows: ACT: Office of Regulatory Services
Phone: (02) 6207 3000 SA: Consumer and Business Services
Phone: 13 18 82 NSW: Fair Trading
Phone: 13 32 20 Tas: Consumer Affairs and Fair Trading
Phone: 1300 654 499 NT: Consumer Affairs
Phone: 1800 019 319 Vic: Consumer Affairs
Phone: 1300 558 181 Qld: Office of Fair Trading
Phone: 13 74 68 WA: Consumer Protection
Phone: 1300 304 054





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