We collect only what we need to find better deals on your bills and switch you on your behalf.
Information you give us
Profile: your name, email, phone number, address, postcode, date of birth, and household size. Your date of birth is shared with the new provider so they can verify you as the account holder.
Bills you scan or enter: provider, plan, amount, billing period, usage details, and where applicable meter identifiers (NMI, MIRN, ICP, NBN AVC) and account numbers.
Bill scans: the image or PDF you upload, processed to extract the data above.
Bill history, only if you turn on Keep my bill history: each bill period's dates, amount, rates, supply charge, usage, billing frequency, provider and distributor, and when a discount ends and the price after. Stored under a random household code, not your email. Never the bill's name, plan name, account, meter or NMI numbers. With it on, Solo also notes how providers treat you: whether your first bill matched the promise, offers when Solo asks for a better deal, and price change dates from your retailer's letters.
Authorisation: a record that you authorised us to act as your agent for a specific switch, with a unique reference ID and timestamp.
Information collected automatically
Device basics: timezone (used to default your country to Australia or New Zealand), browser type for compatibility.
App state: stored on your iPhone (or in your browser on the web), so the app works offline and remembers your bills.
Usage and error logs: during the closed beta we record basic activity in the iPhone app and on the web (such as opening the app, which screens you open, scanning a bill, viewing deals, submitting a switch, and how each job Solo does for you ended) and any errors, so we can fix problems and improve the app. These logs are tied to your account email when you're signed in, are stored on our own servers (not shared with any third-party analytics company), and never include your bill contents.
Website visits: when you visit soloswitch.app we count the visit on our own servers. We note the site that sent you (its name, never the page) and any campaign tag in the link, phone or computer and its system (like iPhone), your state from your device's time zone, how far down the page you scroll, how long you stay and whether you join the waitlist. No cookies and no IP address kept, and the count is never linked to your email. Kept up to 400 days.
We do not collect bank or card details. You set up payment, including any direct debit, directly with your new provider. We also do not collect facial images, biometric data, precise location, or browsing history outside the app.
How we use your information
Find better deals against published catalogues and provider data.
Submit a switch request to the provider you choose, with the details they need.
Send confirmations and status updates by email.
Notify you when we find a better deal during ongoing monitoring.
Respond to your support questions.
Plan ahead: spot discounts ending and plans that suit how your home uses energy.
Fix problems: when something Solo does for you goes wrong, the Solo team and our AI tools (Claude, by Anthropic) may look at your account, bills and switch details to find the cause. Every look is logged.
What Solo's agent learns
When Solo's agent works on a provider's website, it keeps notes on the steps that worked, like which button starts a chat. These notes help the next customer and never include personal details.
We never use your data for advertising or to train AI models.
Who we share it with
We only share your information with the new provider when you ask us to switch you. The information we send is exactly what's needed to set up your new service: identity, contact details, address, and meter or service ID where required. We never send payment details. You set up payment directly with your new provider.
We use a small number of service providers to run the app:
Netlify (United States) for hosting and storage.
Resend (United States) for transactional email delivery.
Anthropic (United States) for Claude, the AI that reads bills and runs Solo's agent. It may see what a provider's page shows you, like your name or address. Passwords and card numbers are never sent.
Cloudflare (United States) for the soloswitch.app domain and email routing.
These providers are contractually bound to handle your data only to perform their service for us.
We never sell your data. We never share it with marketers or comparison sites.
How long we keep it
Active switches: kept while the switch is in progress, plus 12 months for support and dispute resolution.
Cancelled or unused profiles: deleted within 90 days of your last activity unless you ask us to keep monitoring.
Bill scans: deleted within 30 days of the data being extracted, unless retained for dispute resolution.
Audit logs and consent records: retained for 7 years to meet our regulatory obligations.
Bill history: kept while it's turned on, removed when you turn it off, delete a bill or delete your account.
How we keep it safe
Data in transit is encrypted with TLS.
Data at rest is encrypted by our hosting providers.
Access is limited to the people who need it to operate Solo Switch.
If we ever experience a data breach that's likely to cause serious harm, we'll notify you and the relevant regulator (the Office of the Australian Information Commissioner under the Notifiable Data Breaches scheme, or the Office of the Privacy Commissioner in New Zealand).
Your rights
You can ask us to:
Show you a copy of the personal information we hold about you.
Correct anything that's wrong.
Delete your data (subject to the retention periods above for legal reasons).
You can also delete your account any time in the app (Profile, Delete my account). Backups and logs are cleaned within days. Switch and consent records stay for the periods above.
Cookies and analytics
We do not use cookies for analytics or advertising. Our website's visit count uses no cookies at all. We use the browser's local storage to remember your bills, profile, and preferences offline.
During the closed beta we keep our own first-party usage and error logs (described under "Information collected automatically" above) to find and fix problems and understand how the app is used. This data stays on our own servers and is not sold or shared with advertisers or third-party analytics companies.
Children
Solo Switch is for adults who are responsible for household bills. We do not knowingly collect data from anyone under 18.
Australian Privacy Principles and the NZ Privacy Act
If you're in Australia, your information is handled under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. If you're in New Zealand, your information is handled under the Privacy Act 2020 and the Information Privacy Principles.
If you have a complaint we haven't resolved, you can contact:
The Office of the Australian Information Commissioner, or
The Office of the Privacy Commissioner (New Zealand).
Changes to this policy
If we make material changes, we'll notify you by email (if you've given us one) or by a notice in the app before the change takes effect.
Questions? Email hello@soloswitch.app any time. A real person reads every message.