After-sales service and support

What happens after your solar system is installed

Most solar companies focus on the sale. We focus on what comes after it. A solar system is a 25-year investment in your home and your energy future. The company you choose to install it is the company you will be calling in year three when your inverter throws an error, in year seven when you want to add a battery, and in year fifteen when a panel needs replacing. We intend to still be here for all of it.

What good looks like

After-sales support is not a promise. It is a practice.

After-sales support in solar is easy to promise and hard to deliver. It requires an in-house team with the skills to diagnose and fix what gets installed, the systems to monitor performance over time, and the commitment to answer the phone when something goes wrong. Here is what it looks like in practice at True North Solar.

A local team you can actually reach

We are based in Townsville and have been since 2005. When you call us after installation, you speak to the same team that installed your system. Not a call centre, not a national switchboard, not a ticketing system. A local number answered by people who know your system and your roof.

In-house electricians and solar technicians

Every installation and every service call is carried out by our own accredited electricians and solar technicians. We do not use subcontractors. This matters after installation because there is no ambiguity about who is responsible when something needs attention.

Warranty management on your behalf

When a panel, inverter or battery develops a fault within its warranty period, you do not have to navigate the manufacturer’s warranty process yourself. We manage the claim on your behalf and coordinate the replacement or repair. You make one call and we handle the rest.

Ongoing inspections and maintenance

We carry out scheduled inspections, performance checks and maintenance on systems we have installed. North Queensland’s climate is harder on solar equipment than most of Australia. A regular inspection catches small issues before they become expensive ones.

Why local matters

Twenty years from now, we plan to still be here

The Australian solar industry has seen significant consolidation since the first solar boom in 2008 to 2012. Many of the companies that installed systems during that period are no longer operating. Around 95% of the solar systems installed during that era are now orphaned, meaning the original installer no longer exists to service them. The homeowners who bought from national chains or discount installers now have no one to call. They come to us.

1
5,000 installations and counting
Every system we install adds to a service base we support. Our incentive is to do the job properly the first time because we will be the ones fixing it if something goes wrong.
2
No subcontractors, ever
Using subcontractors can work well at installation time. Where it falls apart is after-sales. When the installer and the technician are different people, accountability gets murky. Our in-house team means one point of contact for the life of your system.
3
Fully accredited and licensed
We hold current Solar Accreditation Australia accreditation, New Energy Tech Approved Seller status and electrician licence #66199. These are not set-and-forget credentials. They require ongoing compliance and renewal.
4
Local relationships with manufacturers
Because we install in volume and have done so for two decades, we have established relationships with every manufacturer we supply. This matters when a warranty claim needs to be escalated or when a replacement part needs to arrive quickly.

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What we provide

The services we provide after your system is installed

Buying from True North Solar means the relationship does not end on installation day. Here is what you can access as a True North Solar customer.

System monitoring support

Modern inverters and battery systems provide real-time performance data through monitoring apps. We help you understand what normal looks like for your system and what to watch for. If something looks off, call us.

Annual health checks

We offer annual system inspections covering your panels, inverter, rooftop isolators, racking, cabling and battery if you have one. In Townsville’s tropical coastal climate, an annual check is the best way to catch corrosion, heat damage and storm impact before they affect performance.

Inverter repairs and replacement

Inverters are the most common point of failure on residential solar systems, typically after eight to twelve years of operation. We repair and replace inverters on systems we installed and on systems installed by others. If your inverter is failing, we assess whether repair or replacement makes more sense before we quote.

Battery upgrades and additions

Every system we install is designed with future battery compatibility in mind. When you are ready to add storage, we can do it without changing the core solar setup in most cases. We also carry out battery upgrades on systems where the original battery has reached end of life.

Panel replacements and warranty claims

If a panel fails within its product warranty period, we manage the claim with the manufacturer and arrange replacement. If a panel is physically damaged by storm or debris, we carry out the replacement and can assist with insurance documentation.

System expansions

If your energy usage has grown since your original installation, whether due to a new EV, a pool, air conditioning additions or a home extension, we can assess whether your existing system can be expanded and quote accordingly.

The difference

What you are actually buying when you choose True North Solar

When you buy a solar system, you are not just buying panels and an inverter. You are buying a relationship with the company that installs and maintains it for the next 25 years. That relationship is only as good as the company standing behind it.

We have been here since 2005

Twenty years in the same city, serving the same community. That track record is not marketing. It is the reason Townsville homeowners refer us to their neighbours and call us back when they want to add a battery.

Our reputation depends on what happens after

A solar company that uses subcontractors and moves on has no long-term stake in how your system performs. We do. Our referral rate is high because the people who bought from us years ago know we answered when they called.

One number for everything

Installation questions, performance concerns, warranty issues, upgrade enquiries. One local number, one team. You will never be told to contact the manufacturer directly or that the issue is outside our scope.

Common questions

After-sales questions, answered

What do I do if my inverter shows a fault?

Call us. Do not attempt to reset or service the inverter yourself. We can diagnose most inverter faults remotely using your monitoring data and will advise you on the next step. If a technician visit is needed, we book it.

How do I know if my system is performing correctly?

A well-maintained system in Townsville should generate around 4kWh per kW of installed capacity on a clear day. A 10kW system should produce around 40kWh on a good day. If your generation is consistently below that, or your power bills have increased despite having solar, it is worth a call. We can review your monitoring data and advise.

What happens if the company that installed my solar no longer exists?

This is one of the most common situations we deal with. We service and repair systems installed by other companies, including companies that are no longer operating. We can carry out a full system assessment, identify any issues and bring the system back to proper working condition. Warranty claims on orphaned systems are more complex but we can advise on your options.

How often should I have my system inspected?

We recommend a professional inspection every one to two years for most residential systems in Townsville. The tropical coastal environment accelerates corrosion and heat-related wear more than in cooler, drier parts of Australia. Systems older than ten years benefit from more frequent checks.

Can I add a battery to my existing True North Solar installation?

Yes. We design every system with future battery compatibility in mind. Contact us and we will review your existing setup, confirm compatibility and provide a quote. Eligible additions also qualify for the federal Cheaper Home Batteries Program rebate.

What does the workmanship warranty cover?

Our workmanship warranty covers the quality and integrity of the installation itself. If a fault arises from how the system was installed rather than from a product defect, we fix it at no cost within the warranty period. This is separate from the manufacturer product and performance warranties on your panels, inverter and battery.

Do you service systems you did not install?

Yes. We carry out inspections, repairs and maintenance on solar systems regardless of who originally installed them. If you have moved into a home with an existing system, or your original installer is no longer operating, we can assess and service what is there.

At a glance

Founded

2005, Townsville

Systems installed

5,000+

Google reviews

150+ five-star

Team

In-house electricians and technicians

Subcontractors

None, ever

Electrician licence

#66199

Accreditation

Solar Accreditation Australia

Approved seller

New Energy Tech

After-sales contact

One local number