Privacy Policy

Overview

Electrosurge Solutions PTY LTD (ACN 694153190) (“Electrosurge”, “we”, “us”, “our”) respects your privacy and is committed to handling personal information responsibly.

This policy explains how we manage personal information when you visit electrosurge.com.au, submit an enquiry, request a quote, receive our services, or otherwise interact with us.

Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable, as defined in the Privacy Act 1988 (Cth) (“Privacy Act”).

Application of Australian privacy law

The Privacy Act and the Australian Privacy Principles (APPs) regulate how many Australian organisations handle personal information.

Some small businesses with an annual turnover of $3 million or less may be exempt from the Privacy Act unless an exception applies (for example, where a business trades in personal information or is a contracted service provider to the Commonwealth).

Regardless of whether the Privacy Act legally applies to us in every circumstance, we manage personal information using the APPs as our standard. We do this because it reflects best practice and helps protect the people who contact us and use our services.

This policy is our APP privacy policy for the purposes of APP 1. It is available free of charge on our website. If you need a copy in another format, contact us using the details at the end of this policy.

Kinds of personal information we collect and hold

The personal information we collect and hold will depend on how you interact with us. It may include:

• Identity and contact details - such as your name, email address, phone number, and property or service address.
• Enquiry and job information - details you provide about the electrical work you need, access instructions, photos, or other information relevant to quoting or delivering services.
• Communications - records of phone calls, emails, SMS messages, and other correspondence with us.
• Website and device information - technical data such as IP address, browser type, device type, pages visited, referring pages, and timestamps, collected through server logs, hosting infrastructure, and analytics or advertising tools when you consent to non-essential cookies.
• Billing and transaction information - if you become a customer, records needed to invoice, receipt, and administer work (such as name, contact details, and job records).
• Public review information - if displayed on our website, publicly available Google review content (such as reviewer display name, rating, review text, and profile photo URL). We do not create this information; we display content sourced from Google Business Profile.

Sensitive information

Sensitive information has a special meaning under the Privacy Act and includes information such as health information, biometric information, and information about racial or ethnic origin, political opinions, religious beliefs, sexual orientation, or criminal record.

We do not usually ask you to provide sensitive information. If sensitive information becomes relevant to a job (for example, information about access needs at a property), we will only collect it where reasonably necessary and, where required, with your consent.

How we collect personal information

We collect personal information in the following ways:

• Directly from you - when you complete our website contact form, call us, email us, SMS us, or provide information during quoting or service delivery.
• From your authorised representative - such as a property manager, builder, strata manager, or family member acting with your authority.
• Automatically when you use our website - through server logs and essential website technologies.
• From publicly available sources - such as Google Business Profile for customer reviews displayed on our site.

We collect personal information only where it is reasonably necessary for our functions and activities, such as responding to enquiries, providing electrical services, and running our business (APP 3).

If we receive unsolicited personal information, we will assess whether we could have collected it under the APPs. If not, we will destroy or de-identify it where lawful and practicable (APP 4).

When you submit our contact form or otherwise provide personal information, the details in this policy serve as our collection notice (APP 5).

How we hold personal information

We hold personal information in electronic form using secure business systems.

Contact form submissions are stored in a Supabase database. Email notifications and customer communications may be processed through Resend. Our website is hosted on Vercel. These providers store or process data on servers that may be located outside Australia.

We take reasonable steps to keep personal information accurate, up to date, and complete before we use or disclose it (APP 10).

We do not routinely combine contact form data with unrelated databases for unrelated purposes.

Why we collect, use, and disclose personal information

We collect, hold, use, and disclose personal information for purposes including:

• responding to enquiries and preparing quotes;
• scheduling, delivering, and administering electrical services;
• communicating with you about appointments, job progress, safety matters, and service outcomes;
• sending transactional messages, such as contact form confirmation emails;
• notifying our team of new enquiries;
• billing, accounting, warranty, and customer support;
• maintaining business records and meeting legal, licensing, insurance, and regulatory obligations;
• improving our website, customer service, and internal operations; and
• handling complaints, disputes, and legal claims.

We use or disclose personal information for the purpose it was collected, a related purpose you would reasonably expect, or with your consent. We may also use or disclose information where required or authorised by law (APP 6).

We do not sell personal information.

Disclosure to third parties

We may disclose personal information to trusted third parties who assist us to operate our business, including:

• database and cloud hosting providers (such as Supabase);
• email and communications providers (such as Resend);
• website hosting and content delivery providers (such as Vercel);
• analytics, tag management, and advertising providers (such as Google Tag Manager, Google Analytics, and Google Ads);
• professional advisers (such as lawyers, accountants, and insurers) where reasonably necessary;
• regulators, courts, or law enforcement where required or authorised by law; and
• contractors or subcontractors involved in delivering your job, where reasonably necessary and appropriate safeguards apply.

We require service providers to handle personal information in line with applicable privacy and security obligations, but their handling is also subject to their own privacy policies and applicable foreign laws where data is processed overseas.

Overseas disclosure

Some of our service providers are located outside Australia or use infrastructure in other countries. When personal information is disclosed to an overseas recipient, it may be subject to the laws of that country, which may differ from Australian privacy law (APP 8).

We are likely to disclose personal information to overseas recipients in the following locations:

• United States - through providers such as Supabase, Resend, Vercel, and Google; and
• other countries where those providers or their subprocessors operate infrastructure.

Before disclosing personal information overseas, we take reasonable steps to ensure the overseas recipient handles the information in accordance with the APPs, unless an APP 8 exception applies.

Direct marketing

We do not use your personal information to send direct marketing (such as promotional emails or SMS) unless you have consented or an exception under the Spam Act 2003 (Cth) or Privacy Act applies (APP 7).

We may send service-related communications that are reasonably necessary for the work you requested, such as quote responses, appointment updates, or contact form confirmations.

You can opt out of marketing communications at any time by using the unsubscribe facility in a message or by contacting us.

Anonymity and pseudonymity

Where lawful and practicable, you may browse our website without identifying yourself.

If you want us to provide a quote or perform electrical work, we usually need your name and contact details. In those cases, it is generally not practicable to deal with you anonymously or pseudonymously (APP 2).

Cookies and website technologies

Our website uses cookies and similar technologies. Some are essential for basic functionality, security, and performance. Others help us understand how the site is used and support advertising measurement, including remarketing.

When you first visit, we ask for your preference through our cookie banner. Essential cookies remain active regardless of your choice. Non-essential cookies, including analytics and advertising cookies, are only used if you accept them.

We use Google Tag Manager to manage tags on our website. Depending on your preferences, this may include Google Analytics (usage measurement) and Google Ads tags (advertising and remarketing). These tools may set cookies and collect information such as pages viewed, device and browser type, approximate location derived from IP address, and interactions with our site.

Information collected through these tools may be disclosed to Google and processed in countries outside Australia, including the United States. Google's handling is governed by its own privacy policies.

You can change your preference at any time by clearing site data in your browser and revisiting the site, or by adjusting your browser cookie settings. You can also use Google's analytics opt-out tools where available.

We do not sell personal information collected through cookies.

Automated decision-making

We do not use computer programs to make decisions about you that could significantly affect your rights or interests without human review.

Security and data breaches

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure (APP 11). These steps include access controls, reputable service providers, and limiting access to staff and contractors who need the information for their role.

No method of transmission or storage is completely secure. We cannot guarantee absolute security.

If a data breach is likely to result in serious harm to affected individuals, we will comply with applicable notifiable data breach obligations under the Privacy Act, including assessing the breach, taking containment and remediation steps, and notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) where required.

Access to your personal information

You may request access to the personal information we hold about you (APP 12).

We will respond within a reasonable period, and usually within 30 days. We may need to verify your identity before providing access.

In some cases, we may refuse access where the Privacy Act permits (for example, where access would unreasonably affect another person’s privacy or where a law enforcement exemption applies). If we refuse access, we will explain our reasons and how you can complain.

There is no charge for making a request. We may charge a reasonable administrative fee if you request another copy of information already provided.

Correction of your personal information

You may request correction of personal information we hold about you if it is inaccurate, out of date, incomplete, irrelevant, or misleading (APP 13).

If we disagree with your correction request, we will explain our reasons. You may ask us to associate a statement with the information noting your requested correction.

How to make an access or correction request

To request access or correction, contact our Privacy Contact using the details below. You do not have to use a particular form, but providing your name, contact details, and a clear description of the information you want helps us respond faster.

Complaints about privacy

If you believe we have breached the APPs or this policy, please contact us first so we can try to resolve your concern.

Our complaint handling process is:

• Step 1 - Contact our Privacy Contact with details of your complaint. We will acknowledge receipt and investigate.
• Step 2 - We aim to respond within 30 days. If we need more time, we will let you know.
• Step 3 - If you are not satisfied with our response, you may complain to the OAIC.

The OAIC can investigate complaints about interferences with privacy under the Privacy Act. Visit oaic.gov.au or contact the OAIC for more information.

We are not currently bound by a recognised external dispute resolution scheme for privacy matters, but we will engage in good faith to resolve complaints directly with you.

Retention and destruction

We retain personal information only for as long as needed for the purposes described in this policy, unless a longer retention period is required or permitted by law - for example, for tax, warranty, licensing, insurance, or dispute records.

When personal information is no longer needed, we take reasonable steps to destroy or de-identify it, unless we are required or authorised by law to retain it.

Changes to this policy

We may update this policy from time to time to reflect changes in our practices, technology, or legal requirements. The effective date and version at the top of this page show when it was last revised.

Material changes will be published on this page. We encourage you to review this policy periodically.

Contact us

For privacy enquiries, access or correction requests, or complaints, contact our Privacy Contact:

Important note

This policy is intended to help you understand how we manage personal information. It is not legal advice. If you need advice about your specific circumstances, you should seek independent legal advice.