Privacy Policy
1. Who we are
- Trading name: Elecool
- Electrical Contractor Licence (REC): 26259
- Refrigerant Trading Authorisation (ARC): RTA-AU 36806
- Email: [email protected]
- Phone: 0418576387
2. What personal information we collect
- Identity and contact information: your name, postal address, service address, email address and phone number.
- Job and quote information: details about the property, the work requested, photos or descriptions you provide, site access information, appliance and equipment details, and access codes where you provide them.
- Payment information: billing details and limited payment metadata. Card payments are processed by third-party payment providers; we do not store full credit card numbers on our systems.
- Account holder information: where you are a tenant, landlord, property manager, body corporate representative or business contact, we collect information about your role and the relevant property or organisation.
- Correspondence: emails, SMS, web form submissions, voice messages and call records relating to your enquiry or job.
- Website usage information: IP address, device and browser information, pages viewed, referring URL, approximate location, and interactions with the Website (see section 8 on cookies and analytics).
- Marketing preferences: your consent to receive marketing communications and your unsubscribe choices.
- Compliance information: information required for electrical Certificates of Electrical Safety (CES), refrigerant handling records, warranty registrations and similar regulatory records.
3. How we collect personal information
- directly from you, when you complete a form on our Website, request a quote, book a job, call or email us, or interact with us on social media;
- from people authorised to act on your behalf, such as a partner, property manager, body corporate, real estate agent, builder or insurer;
- automatically through your use of the Website (see section 8);
- from third parties such as referral partners, lead-generation services, manufacturers and suppliers (for example, warranty registrations) and credit reporting bodies where applicable; and
- from publicly available sources, such as business registers and online listings.
4. Why we collect, hold, use and disclose personal information
- responding to enquiries and providing quotes;
- scheduling, performing and invoicing electrical, air conditioning and refrigeration work;
- coordinating with property owners, tenants, agents, builders and other tradespeople;
- issuing Certificates of Electrical Safety, compliance documents and warranty registrations;
- meeting our obligations under electrical safety, refrigerant handling, work health and safety, taxation and consumer protection laws;
- managing payments, debt recovery and disputes;
- improving our services, Website and customer experience;
- direct marketing (see section 6);
- training and quality assurance, including reviewing recorded calls; and
- any other purpose disclosed to you at the time of collection, or with your consent.
5. Who we disclose personal information to
- our staff, contractors and subcontractors who help deliver our services;
- property owners, tenants, agents, body corporates and builders involved in your job;
- regulatory and certifying bodies, including Energy Safe Victoria, the Australian Refrigeration Council and the Victorian Building Authority where required;
- manufacturers and suppliers, for warranty registration and product support;
- our IT, hosting, email, SMS, CRM, accounting, scheduling and analytics providers (including Google, Microsoft, Cloudflare and similar service providers);
- our payment processors, banks and insurers;
- our professional advisers (lawyers, accountants, auditors);
- debt collection agencies and credit reporting bodies, where amounts remain unpaid;
- law enforcement, courts, tribunals and government agencies, where required or authorised by law; and
- any party to whom we are required or permitted to disclose information by law.
6. Direct marketing
- clicking the “unsubscribe” link in any marketing email;
- replying STOP to any marketing SMS; or
- contacting us using the details in section 12.
7. Overseas disclosure
8. Website, cookies and analytics
- make the Website work and remember your preferences;
- understand how visitors use the Website;
- measure the performance of our marketing; and
- show relevant advertising.
9. How we hold and protect your information
- access controls and authentication;
- encryption of data in transit;
- secure cloud storage;
- staff training and confidentiality obligations; and
- secure destruction of records that are no longer required.
10. Accessing and correcting your information
11. Complaints
- Website: www.oaic.gov.au
- Phone: 1300 363 992
12. Contact us
13. Changes to this Policy
Effective date: [INSERT DATE] Last updated: [INSERT DATE]
Elecool (“Elecool“, “we“, “us“, “our“) is committed to protecting your privacy. This Privacy Policy explains how we collect, hold, use, disclose and protect your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Policy applies to our website at elecool.com.au (the “Website“) and to all electrical, air conditioning, refrigeration and related services we provide.
Elecool is a Victorian electrical and air conditioning services business.
For any privacy-related enquiry, please use the contact details in section 12.
We collect personal information that is reasonably necessary to provide our services, run our business and comply with our legal obligations. The information we collect typically includes:
We do not generally collect sensitive information (as defined in the Privacy Act). If we do, we will only collect it with your consent or as required or authorised by law.
We collect personal information:
If you provide personal information about another person (for example, a tenant or co-owner), you confirm that you are authorised to do so and that you have made them aware of this Policy.
We use personal information for the purposes of:
We may also use de-identified information for analytics and business improvement.
We may disclose personal information to:
We do not sell your personal information.
With your consent (or otherwise where permitted under the Spam Act 2003 (Cth) and the Privacy Act), we may use your contact details to send you information about our services, offers, maintenance reminders and updates by email, SMS or phone.
You can opt out at any time by:
We will action opt-out requests within a reasonable time. You may still receive operational messages relating to bookings, jobs, safety and account matters even if you opt out of marketing.
Some of our service providers (for example, cloud hosting, email, analytics and CRM platforms) may store or process personal information outside Australia, including in the United States and the European Union. Where we disclose personal information overseas, we take reasonable steps to ensure it is handled consistently with the APPs, including through contractual protections.
When you visit the Website, we and our service providers may use cookies, pixels, tags and similar technologies to:
We use tools that may include Google Analytics, Google Tag Manager, Google Ads, Microsoft Clarity, Meta (Facebook) Pixel and similar services. These tools may collect information such as your IP address, device identifiers, pages viewed and time spent on the Website.
You can control cookies through your browser settings. Disabling cookies may affect Website functionality. You can opt out of Google Analytics by installing the Google Analytics Opt-out Browser Add-on.
We hold personal information in electronic form (in our cloud systems and devices) and, where necessary, in paper form. We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure, including:
No system is completely secure. If we become aware of an eligible data breach, we will respond in line with our obligations under the Notifiable Data Breaches scheme.
We retain personal information for as long as it is needed to provide our services and meet legal, accounting, tax and regulatory obligations, after which we will destroy or de-identify it.
You have the right to request access to the personal information we hold about you, and to ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading.
To make a request, contact us using the details in section 12. We will respond within a reasonable time and may need to verify your identity. There is generally no charge for access requests, but we may charge a reasonable fee for reasonable costs in providing access (for example, for large records).
In limited circumstances we may refuse access or correction. If we do, we will give you written reasons and information about how to complain.
If you believe we have breached the APPs or mishandled your personal information, please contact us first using the details in section 12. We will acknowledge your complaint and aim to respond within 30 days.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):
For any questions or requests about this Privacy Policy or your personal information:
Privacy Officer – Elecool Email: [INSERT EMAIL] Phone: [INSERT PHONE] Post: [INSERT POSTAL ADDRESS]
We may update this Privacy Policy from time to time. The current version will always be available on our Website, with the “Last updated” date shown above. Material changes will be notified through the Website or directly to you where appropriate.