Customer Data & System Monitoring Policy

Version 1.0 — July 2026

Twilight Energy Pty Ltd ("Twilight", "we", "us") installs and supports solar, battery and EV charging systems in South Australia. This policy explains, in plain English, what system data we can see, why, how we protect it, and the choices you have. It applies to customers whose Sigenergy system is connected to our Twilight Energy Monitoring service.

What we can access, and why

When you approve the "Twilight Energy Monitoring" request in your mySigen app, we receive access to your system's operational data: solar generation, battery charge and discharge, grid import/export, and whether the system is online and healthy. We use this data for exactly three things: detecting faults or outages early (often before you notice), producing your periodic performance reports with tips to improve your return, and diagnosing issues when you contact us for support.

What we will not do

The Sigenergy platform's authorisation also includes a technical capability for installers to participate in "VPP" (Virtual Power Plant) programs, which can involve remotely managing charge and discharge. Twilight does not use this capability. We will never operate, adjust or control your system remotely unless you have separately given us your explicit written consent — for example, if you choose to join a future VPP or optimisation program we offer. Until then, our access is used for monitoring and reporting only.

We do not sell your data, we do not share it with advertisers, and we do not use it for any purpose beyond servicing your system.

What data we hold and for how long

The system data itself is stored by Sigenergy on its cloud platform (as it is for every mySigen user, whether or not an installer is connected). Twilight retrieves summaries of this data to produce alerts and reports. We retain generated reports and fault records for the life of your system warranty so we can track long-term performance; raw data queries are not warehoused by us. Your contact details (name, address, email, phone) are held in our customer management system for service, warranty and compliance purposes.

How we protect access

Access to the monitoring platform is protected by credentials held only by Twilight's directors. API keys and passwords are stored in password managers, never in shared documents or emails, and are rotated if we believe they may have been exposed. Access to customer data within Twilight is limited to the people who need it to service your system.

If something goes wrong

If we become aware of unauthorised access to your system data through our monitoring service, we will notify you promptly, tell you what was affected, and explain what we have done about it — regardless of whether the law requires us to.

Your choices

Approving monitoring is entirely optional. Your system works identically either way; the only difference is that without it we cannot detect faults for you or produce performance reports. You can withdraw access at any time — reject or revoke the request in your mySigen app, or simply email us at admin@twilightenergy.com.au and we will disconnect your system from our monitoring platform within 5 business days and confirm when it's done.

Questions

Email admin@twilightenergy.com.au or call Ben on 0417 646 510. If you have a privacy concern we can't resolve, you can also contact the Office of the Australian Information Commissioner (oaic.gov.au).