This Privacy Policy governs the manner in which GEM Energy Australia Pty Ltd (GEM Energy), also trading as RACQ Solar, collects, uses, maintains and discloses personal information collected from consumers  (each, a “User”) of products and services provided by GEM Energy, the GEM Energy website (“Site”), and also governs the disclosure of personal data to third-parties that we deem necessary in order to provide our products and services. These third-parties may operate in Australia or overseas. 

Personal identification information

We will only collect information from Users that is reasonably necessary to undertake our business activities and functions. Users may be asked for, as appropriate, name, email address, mailing address, RACQ member number, phone number, electricity bill, and information about their dwelling, for example roof type, number of storeys, and a photo of the meterbox. We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users complete an online enquiry form through or, subscribe to our newsletter, and in connection with other activities, services, features or resources that we make available. Users may also visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personal information, however we may not be able to provide the product or service you have applied for, or administer a service you have already purchased. Where this arises, we will advise you why.

Non-personal identification information

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about the User’s means of connection to our Site, such as the operating system and the Internet service provider utilised. 

Web browser cookies

Our Site may use “cookies” to enhance User experience. The User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. Users may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If you do so, note that some parts of the Site may not function properly.


How we use collected information

GEM Energy may collect and use Users personal information for the following purposes:

– To undertake our business activities and functions, for example providing our products and services.

– To improve customer service

Information you provide helps us respond to your customer service requests and support needs more efficiently.

– To personalise user experience

We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.

– To improve our Site

We may use feedback you provide to improve our products and services.

– To run a promotion, contest, survey or other Site feature

To send Users information they agreed to receive about topics we think will be of interest to them.

– To communicate with the User, including by phone or email 

We may use the Users phone number or email address to provide information and updates pertaining to their product or service. It may also be used to respond to their inquiries, questions, and/or other requests. If the User decides to opt-in to our mailing list, they will receive emails that may include but are not limited to company news, updates, related product or service information, or other information. If at any time the User would like to unsubscribe from receiving future emails (other than emails pertinent to their product, for example installation information), we include unsubscribe instructions at the bottom of each email or the User may contact us via our Site.

How we protect your information

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal and transaction information. 

Sharing your personal information

We do not sell, trade, or rent Users personal identification information to others. Where we deem necessary we may use a third party to allow Users to engage with us. We may also share a User’s personal information with third parties for the purposes of delivering or improving the services we and our third party affiliates, associates, partners, contractors and agents provide to the User from time to time. This could include sharing Users name, email address, location and solar system details with solar hardware manufacturers, for example for the purpose of setting up online system monitoring functionality. We may also need to share Users personal data with energy utilities, for example Energex or Power and Water, for the purpose of submitting a Grid Connection application. 

We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. 

Accessing personal information

If requested, we will provide a summary of any personal information held about a User. Under some circumstances, we may refuse access to personal information where denying access is required or authorised by law. To request a summary of personal information contact us by phone on 1300 594 492 or by email to:

Changes to this privacy policy

This privacy policy was last updated on January 2023. GEM Energy continuously reviews its privacy statement and procedures to keep up-to-date with relevant legislative and operating requirements. As a result, we may change this privacy statement from time-to-time and the updated version will be published on our website. 

Your Consent

You consent to GEM Energy collecting, handling, using and disclosing your personal information in accordance with this privacy statement, as it applies from time-to-time, and as permitted by any law.

From time-to-time we may require your consent to collect, handle, use, and disclose your personal information in order to continue to provide you the products, services or benefits you have requested or have already purchased. Your consent can be express or implied.

Contacting us

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us


Head Office

GEM Energy Australia (trading as RACQ Solar)

Unit 3A, 17 Sugarmill Road, Pinkenba, 4008

This document was last updated January 2023.