Last updated: 13 October 2026
This policy explains how THK Group Pty Ltd, trading as Total Solar (ABN 15 654 569 856), collects, uses, stores and shares your personal information when you use totalsolar.com.au, contact us, or become a customer. Total Solar is a business name of THK Group Pty Ltd. We are based in Ellenbrook, Western Australia. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth), to the extent they apply to us, and we choose to follow them as good practice.
1. What we collect
Details you give us
- Quote and contact forms: name, phone number, email, address or suburb and postcode, state, what you are interested in (for example solar, a battery or service), your message, and your consent choices.
- Website chat: the details you type in the chat, such as your name, phone, suburb and what you are interested in, plus the page you were on and the time you agreed to be contacted. The chat assistant answers questions from our own website content. Your chat questions are not sent to any artificial intelligence (AI) provider.
- When you become a customer: information needed to quote, install and register your system. This can include your electricity bill or NMI, property details and photos, switchboard details, and information needed for rebate, network connection or finance applications.
Collected automatically
- Our website uses only essential and functional cookies, for example to keep the website secure, remember your chat session and make forms work. We do not currently use analytics, advertising or tracking tools. If we add any in future, we will update this policy first.
- Like most websites, our hosting provider may keep basic server logs (such as IP address, browser type and pages requested) for security and to keep the site running.
You don’t have to give us your details, but without them we may not be able to prepare a quote or contact you.
2. How we use it
- To respond to your enquiry, call you back, and prepare and send your quote.
- To design, install, commission and support your system, including warranty claims and service visits.
- To apply for rebates, incentives and grid connection on your behalf, where you ask us to.
- To keep records we are required to keep by law or under schemes we take part in, for example the Small-scale Renewable Energy Scheme and the New Energy Tech Consumer Code.
- Marketing, only if you opt in: if you tick the optional box to receive occasional news and offers, we may email or text you news and offers. You can unsubscribe at any time using the link in the message or by contacting us. Not ticking the box doesn’t affect your quote, and we will not send you marketing unless you have opted in.
3. Where your enquiry goes
- Email: website form and chat enquiries are emailed to our team inboxes.
- Our website: chat enquiries may also be saved as private records on our website, which only authorised staff can access. Our website is hosted by a third-party hosting provider.
- Our business systems: enquiries may be entered into the software we use to manage quotes and jobs.
4. Who we share it with
We do not sell your personal information, and we don’t share it with other businesses for their own marketing.
We share it only as needed to provide what you asked for, or where the law requires it:
- Service providers who work for us: such as website hosting, email, job management software, and SMS or phone tools. They may only use your information to provide their service to us.
- To deliver your installation: suppliers and distributors (for example to register a product warranty), our licensed electricians and installers, your network operator (for example Western Power or Horizon Power) for connection approval, and your electricity retailer where needed.
- Rebates and incentives, if you take them up: for example the Clean Energy Regulator or a registered agent for small-scale technology certificates (STCs), and the relevant government body or scheme administrator for any battery rebate. If you join a virtual power plant (VPP), your VPP provider receives the information it needs.
- Finance providers, only if you ask to apply for finance.
- Regulators and authorities, where required by law, and the New Energy Tech Consumer Code administrator if a complaint is escalated.
- A buyer of our business, if the business is sold, on the condition that your information continues to be protected in line with this policy.
5. Overseas disclosure
Some of our service providers, such as email, hosting or software providers, may store data on servers outside Australia. Where that happens, we take reasonable steps to make sure they handle your information in line with the Australian Privacy Principles.
6. How long we keep it and how we protect it
We keep enquiry and lead records for as long as they’re useful for following up and for our business records, and remove them when no longer needed or if you ask us to. Customer and installation records are kept for as long as needed for warranties, rebate audits and legal obligations.
Access to our website, email and business systems is limited to authorised staff and protected by passwords. No online system is completely secure, but we take reasonable steps to protect your information from misuse, interference, loss and unauthorised access, modification or disclosure.
7. Access, correction and deletion
You can ask for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it where we’re not required to keep it. Contact us using the details below. We aim to respond within 30 days. We may need to confirm your identity first.
8. Complaints
If you have a privacy concern, contact us first and we’ll try to resolve it. If you’re not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992. You can also raise concerns through the New Energy Tech Consumer Code complaints process.
9. Links to other websites
Our site links to other websites, such as manufacturer warranty documents, government rebate pages and embedded videos. Their own privacy policies apply when you visit or use them.
10. Changes to this policy
We may update this policy from time to time, including if we start using new tools. The current version is always on this page, with the date it was last updated.
Contact us
Privacy contact: Total Solar, a business name of THK Group Pty Ltd (ABN 15 654 569 856)
Ellenbrook, WA
Phone: 1300 209 503
Email: info@totalsolar.com.au