Privacy Policy

Who We Are

The Information We Collect

In the course of providing home automation and smart-home electrical services, we collect personal information. Depending on your dealings with us, this may include:

• Identity and contact details — name, address, phone number, email
• Property and site details — address, access instructions, building or tenancy information
• Project information — scope of work, site plans, specifications, and technical requirements
• Billing information — invoicing and payment details
• Enquiry information submitted through our website's contact or quote request forms, or in reply to a missed-call text-back message

We only collect information that is reasonably necessary to provide our services and run our business.

How We Collect Information

Wherever practicable, we collect information directly from you — for example, when you request a quote, complete a site briefing, attend a consultation, or contact us by phone, SMS, email or our website. Occasionally we may collect information about you from a third party, such as a referring contractor, property manager, or supplier, generally with your consent or as otherwise permitted by law.

Why We Collect, Use and Disclose Your Information

We collect, hold, use and disclose personal information for the primary purpose of providing electrical and automation services and running our business, including to:

• assess, quote and carry out your electrical or automation work
• schedule and coordinate site visits, installations and maintenance
• process payments and issue invoices and receipts
• communicate with you about your project, quotes and follow-up
• coordinate with other trades, suppliers, or property managers involved in your project
• meet our legal, regulatory and licensing obligations (for example, to EnergySafe Victoria and Master Electricians Australia)
• administer and improve our business and our services

We will only use or disclose your information for a secondary purpose where you would reasonably expect it, where you consent, or where the law otherwise permits or requires it.

We do not sell your personal information, and we do not disclose it to third parties for their own marketing purposes without your consent.

Overseas Disclosure

We use customer relationship and communications platforms to manage enquiries, quote follow-up, and project coordination. This means personal information you provide — such as your name, phone number, email address and project details — may be stored or processed on secure servers located overseas. Technical project records are held in our dedicated business systems, not on these platforms.

Australian Privacy Principle 8 requires us, before disclosing information to an overseas recipient, to take reasonable steps to ensure that recipient does not breach the APPs in relation to your information, unless an exception applies. We have arrangements in place with our service providers directed at protecting your information to a standard consistent with Australian privacy law. By providing your information to us — including through our website, phone system or contact tools — you acknowledge this overseas storage and processing.

Data Quality

We take reasonable steps to ensure the personal information we collect, use and disclose is accurate, complete and up to date. Please let us know if your contact or project details change.

Data Security and Retention

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. This includes physical security for paper records, access controls and encryption for electronic systems, and confidentiality obligations for our staff.

We retain project and client records for a minimum of 7 years from the completion of work, or longer where the law requires it or there is a genuine business reason to do so — for example, to support warranty, compliance, or electrical safety obligations. When records are no longer required, we destroy or de-identify them securely.

Access and Correction

You may ask to access the personal information we hold about you, and to have it corrected if it is inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, contact our Privacy Officer at Response Electrical Contractors, using the details above. We will respond within 30 days.

We may charge a reasonable fee to cover the cost of retrieving and copying records, but we will not charge you simply for making the request. There are limited circumstances in which we may need to refuse a request — for example, where giving access would pose a serious threat to someone's health or safety, or as otherwise permitted by law — and if that occurs, we will explain why.

Marketing Communications

From time to time we may send project updates, service reminders, or promotional messages (for example, about new services) by SMS or email. Promotional messages will identify Response Electrical Contractors and provide a way to opt out. If you ask us to stop marketing messages, we will action that request within 5 business days, consistent with the Spam Act 2003 (Cth). Transactional messages, such as quote confirmations and scheduling updates, may continue after you opt out of marketing unless you ask us to stop these as well.

Anonymity and Pseudonymity

Where it is lawful and practicable, you may deal with us anonymously or under a pseudonym — for example, for a general enquiry. Because electrical work requires accurate site and contact details for safety, compliance, and licensing purposes, we are generally not able to carry out work on an anonymous basis.

Data Breaches

Response Electrical Contractors has processes in place to identify, assess and respond to data breaches. If a data breach involving your personal information is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as soon as practicable, as required under the Notifiable Data Breaches (NDB) scheme.

Cookies and Website Analytics

Our website may use cookies and third-party tools, such as Google Analytics and Google Maps, to help us understand how the site is used and to show our service areas. These tools collect information in accordance with their own privacy policies, which we encourage you to review.

How to Make a Complaint

If you have concerns about how we have handled your personal information, please contact our Privacy Officer at Response Electrical Contractors, using the details above. We will acknowledge your complaint and aim to resolve it within 30 days.

If you are not satisfied with our response, you can complain to:

• Office of the Australian Information Commissioner (OAIC) — oaic.gov.au — 1300 363 992

Changes to This Policy

We may update this policy from time to time to reflect changes in our practices or the law. The current version is always available on our website, and the "last updated" date at the top of this document reflects the most recent revision.

Contact Us

Response Electrical Contractors

Melbourne, VIC

Email: info@responseelectrical.com.au

Phone: 0485 059 253