Terms & Conditions

These terms describe how National Grid Services collects and uses your personal information, how our solar brokerage service works, and what we will and will not do on your behalf. Plain English, no fine-print tricks.

01Who we are

National Grid Services Pty Ltd (ABN 71 694 727 403) (“National Grid”, “NGS”, “we”, “us” or “our”) operates an Australian solar brokerage service. We help residential and small-business customers compare quotes from a vetted panel of Clean Energy Council (CEC) accredited solar retailers and installers across Australia.

By using our website, completing our online quote form, or speaking with one of our consultants, you accept these Terms & Conditions and our Privacy Policy (together, the “Terms”). If you do not agree, please do not use our service.

02What we collect

We collect personal information that you provide when you engage with our service. Depending on how you interact with us, that may include:

• Identity and contact details — your name, email address, phone number, and home or business address;
• Property information — postcode, suburb, state, roof type, number of stories, ownership status, and (where you upload it) a copy of a recent power bill;
• Energy profile — your average quarterly electricity bill, what types of products you're interested in (solar, battery, hot water), existing solar system details (if any), and household usage indicators;
• Communications — call recordings (where you've been notified), email correspondence, SMS replies, and notes from any consultation;
• Technical information — IP address, device type, browser, and page interactions captured automatically by our website analytics;
• Marketing attribution — UTM parameters, click identifiers, and the channel that referred you to our site.

If you do not provide the information we request, we may not be able to assess your needs, match you with a suitable installer, or provide you with a tailored quote.

03How we use your information

We use your personal information to:

• Assess your eligibility for solar, battery, or hot water systems based on your property and usage profile;
• Prepare a brief for the retailers on our panel and obtain comparable quotes on your behalf;
• Communicate with you about your quote, the installation process, and your installer's progress;
• Provide ongoing post-installation support, including assisting with warranty claims or performance questions;
• Improve our service, train our consultants, and refine our installer panel based on customer outcomes;
• Comply with our legal obligations (including under the Privacy Act 1988 (Cth) and the Australian Consumer Law);
• With your consent, contact you about other offers, products, or services that we or our partners provide.

04Who we share it with

We share your personal information with the following categories of recipients, only as needed to deliver our service:

• Retailers and installers on our panel — when you ask us to obtain quotes, we share the information necessary for them to prepare a quote (your contact details, address, system requirements, and bill information). You will be told which retailers are being contacted on your behalf.
• Service providers — we use third-party software and infrastructure to operate our business, including for customer-relationship management, lead data storage, email and SMS communications, payment processing, cloud hosting, and analytics. These providers act on our instructions and are bound by confidentiality and data-protection obligations.
• Professional advisers — lawyers, accountants, and auditors, where reasonably required.
• Regulators and authorities — where we are required by law (for example, in response to a court order, regulator notice, or to assist with the investigation of fraud).
• A successor entity — in the event of a sale, merger, or reorganisation of our business.

We do not sell your personal information to anyone.

05Overseas storage

Some of our service providers store and process data overseas. This may include the United States of America (cloud hosting), Singapore, the Philippines, and other countries where our software vendors operate data centres. We take reasonable steps to ensure that overseas recipients handle your personal information consistent with the Australian Privacy Principles.

06Our role — we are a broker

National Grid is a broker, not a solar retailer or installer. We do not manufacture, sell, or install solar panels, batteries, inverters, or related equipment. Our role is limited to:

1. Understanding your requirements based on the information you provide us;
2. Shortlisting retailers and installers on our panel who are suited to your needs and your location;
3. Obtaining and presenting comparable quotes from those retailers;
4. Helping you understand the trade-offs between the quotes and the products on offer;
5. Providing ongoing point-of-contact support after you've chosen an installer.

If you proceed with an installation, your contract for the supply and installation of the equipment is directly between you and the retailer/installer you select — not with National Grid. The retailer is responsible for the design, supply, installation, commissioning, performance, and warranty obligations of the system. We are not a party to that contract and do not warrant the work of any individual retailer or installer.

07The brokerage process

If you submit our quote form or speak with one of our consultants:

Initial assessment

We review the information you have provided to confirm that solar (or another product you have asked about) is likely to be a sensible fit for your property. Where relevant, this may include a desktop assessment using publicly available satellite imagery to verify roof orientation and likely capacity. We may also conduct standard searches to assist with installer matching, including reviews of publicly available property records.

Consultation

One of our consultants will contact you to walk through your options, your usage patterns, and your preferences. This is a conversation, not a sales pitch. We will let you know honestly if solar is not worth pursuing on your property, and we will not push installations that do not stack up.

Quote routing

If you'd like to proceed, we route your brief to a small number of retailers on our panel (typically three to five) who have availability and a suitable match for your property and product needs. These retailers each prepare a quote and return it to us. We present these quotes back to you, ranked and side by side, with our recommendation and the reason it won.

Site assessment

Before the retailer proceeds, they will arrange a site inspection at your property to verify that the system can be safely installed as quoted. You will be asked to permit the retailer (or their installer) access for this purpose. The retailer will give you reasonable notice of the inspection time. If the site inspection identifies a material change, the retailer will revise the quote, and you will be given the choice to proceed, vary, or withdraw at no cost.

Installation

Installation is carried out by the retailer (or their accredited installer), under the contract between you and them. Typical timeframes are 2 weeks from acceptance, although weather, grid-connection approvals, or supply delays may affect this. Most residential installs are completed in a single day. Your retailer will manage the grid-connection paperwork and final inspection.

After installation

Even though your equipment contract is with the retailer, we remain your point of contact for the lifetime of the system. If something is not working as expected, you can contact us and we will help you raise and resolve the issue with the retailer, including warranty claims and performance concerns.

08Quotes & savings estimates

Any savings estimate we provide — whether on this website, in our online calculator, or during a consultation — is an estimate, not a guarantee or a quote. Estimates are based on:

• The information you give us about your property and usage;
• Publicly available data such as state-level solar irradiance from the Australian Photovoltaic Institute (APVI);
• Australian Energy Regulator (AER) Default Market Offer rates or comparable benchmarks for the relevant year;
• Typical retailer feed-in tariffs at the time of estimation.

Your actual savings will depend on a range of factors including your final system size and configuration, your retailer of choice, your electricity plan, your usage profile, weather, panel degradation over time, and changes in tariff structures. We round savings estimates to make them readable; we do not represent that you will achieve any particular number.

A formal quote — which sets out the specific equipment, install price, and contractual warranty — comes from your chosen retailer, not from us. The retailer's quote will be binding on the retailer for the period stated in the quote.

09How our recommendations work

Your consultant's role is to size the right system for your roof and recommend retailers from our panel who can deliver it well. We are paid the same referral fee whether you select our top recommendation or any other retailer on our panel — so the recommendation is based on fit, not commission. You are never obligated to proceed with any retailer we suggest.

If a quote you receive elsewhere is materially cheaper for a like-for-like specification (same hardware brand and model, same system size, comparable warranty terms), let your consultant know within seven (7) days of receiving our quote. We will review it with you, discuss whether the alternative is genuinely comparable, and if it is, work with the retailer on our panel to see if they can revise. There is no obligation either way.

10Communications & consent

By submitting your details to us, you consent to us contacting you by phone, SMS, and email for the purposes of providing our service. We may record calls for quality and training purposes; where this occurs, you will be notified at the start of the call.

You can opt out of marketing communications at any time by replying STOP to any SMS, clicking the unsubscribe link in any email, or contacting us using the details in section 18 below. Opting out of marketing does not stop transactional communications related to a quote or installation already in progress.

11Not an offer

Submitting our quote form, requesting a consultation, or receiving an indicative savings estimate does not constitute an offer from us, or from any retailer on our panel, to supply or install equipment to you. Nothing on this website forms a binding contract for the supply of goods or services.

A binding contract for installation is only formed when you accept a specific written quote from a retailer and sign their installation agreement.

12Your rights & complaints

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you;
• Request that we correct any personal information that is inaccurate or out of date;
• Request that we delete your personal information (subject to any legal record-keeping obligations);
• Complain about a breach of our privacy obligations.

To exercise any of these rights, email us at support@nationalgridservices.com.au. We will respond within 30 days. If you are not satisfied with how we have handled your complaint, you may escalate to the Office of the Australian Information Commissioner (OAIC).

13Cookies & website use

We use cookies and similar technologies on our website to remember your preferences, secure the website, measure traffic, and improve the service. Cookies fall into the following categories:

• Essential — required for the website to function (for example, to remember a partly completed quote form).
• Analytics — anonymised measurement of which pages and content visitors interact with.
• Marketing — measure the effectiveness of advertising campaigns. We may share aggregated, non-identifying conversion data with platforms such as Google Analytics, Google Ads, and Meta (Facebook) for this purpose.

You can disable cookies in your browser settings. Disabling essential cookies may affect website functionality.

14Intellectual property

All content on this website — including text, images, illustrations, design, software, and the “National Grid Services” name and logo — is the property of National Grid Services Pty Ltd or our licensors. You may view and print pages for your personal use, but you may not copy, reproduce, modify, distribute, or use any content commercially without our prior written consent.

15Liability

To the maximum extent permitted by law:

• We provide our brokerage service and the content on this website “as is” without warranty of any kind, express or implied;
• We are not liable for any loss or damage (whether direct, indirect, consequential, or otherwise) arising from your use of the website, our brokerage service, any savings estimate, or any installation carried out by a retailer on our panel;
• Our total aggregate liability to you in connection with our brokerage service is limited to the referral fee actually received by us in respect of your install (if any).

Nothing in these Terms excludes, restricts, or modifies any rights you have under the Australian Consumer Law or other consumer-protection legislation that cannot be lawfully excluded.

16Changes to these terms

We may update these Terms from time to time. The updated version will be posted on this page with a new “Last updated” date. Material changes affecting how we collect or use your personal information will be notified to you by email where we hold a current email address for you. Your continued use of our service after the update constitutes acceptance of the revised Terms.

17Governing law

These Terms are governed by the laws of New South Wales, Australia. You and we submit to the exclusive jurisdiction of the courts of New South Wales and the courts of appeal from them.

18Contact us

If you have a question about these Terms, want to exercise a privacy right, raise a complaint, or just need help with something we can fix, please contact us: