Pool Equipment Australia ("PEA", "we", "us") respects your privacy. We handle personal information in line with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth). As a small business we may not be legally bound by the Privacy Act, but we choose to follow the APPs.
1. What we collect
When you use our website, request a quote or buy from us, we may collect:
- Contact details: name, phone number, email address, suburb, and delivery or installation address.
- Pool details: pool dimensions and volume, heating season, target temperature, pool cover use, wind exposure, electricity tariff, and any notes you add.
- Photos you upload (up to three), for example of your pool, pump and filter, and power point. Photos may show your property or other identifying details, so please avoid including people, faces, house numbers or vehicle number plates.
- Order and payment details: what you bought, invoices and payment records. We do not store full card numbers.
- Technical details: the browser type (user agent), approximate location (country and region) and the page you came from, recorded when you submit the form. Our website does not use advertising or analytics cookies.
- Communications: emails, texts and call notes when you contact us.
We do not ask for sensitive information (such as health information). You can ask us general questions without identifying yourself, but we need your contact details to give you a quote.
2. How we collect it
Mostly directly from you: through our website quote form and calculator, by email, phone or text, or in person. If an electrician you have chosen sends us information about your installation (for example for a warranty claim), we collect it from them.
3. Why we use it
We use your personal information to:
- prepare and send your quote and sizing recommendation;
- supply, deliver, install and commission your heat pump, and invoice your order;
- register warranties and help with warranty or fault claims;
- respond to your enquiries and complaints;
- keep business, tax and accounting records; and
- send you news or offers, only if you have agreed (see section 6).
4. Who we share it with
We share your information only as needed for these purposes:
- Manufacturers and distributors (EvoHeat, Madimack and Pentair), to order your unit, register its warranty and handle claims.
- Delivery and freight providers: name, phone and delivery address.
- Electricians you ask us to work with: contact details, address and pool details.
- Our service providers, who host or process data for us: website hosting and form storage (Cloudflare), email and documents (Google Workspace), SMS notifications (Twilio).
- Professional advisers, government agencies or regulators, where the law requires or allows it.
We do not sell your personal information.
5. Overseas storage and disclosure
Some of our service providers store or process data outside Australia, including in the United States and other countries where they operate data centres. We choose reputable providers and take reasonable steps to ensure they handle your information consistently with the APPs.
6. Marketing
We will only send you marketing emails or texts if you have agreed. Every marketing message identifies us and includes a simple way to unsubscribe. We action unsubscribe requests within 5 working days. Quote and order messages are not marketing and are sent regardless.
7. Storage and security
We store information in password-protected systems with access limited to people who need it, and we use two-factor authentication where available. We keep quote requests for 24 months and customer and order records for at least 5 years (or longer where tax law or warranty periods require). After that, we delete or de-identify them.
If we have a data breach likely to cause you serious harm, we will notify you and, where required, the Office of the Australian Information Commissioner (OAIC).
8. Access and correction
You can ask for access to the personal information we hold about you, or ask us to correct it, by emailing info@poolequipmentaustralia.com.au. We will respond within 30 days. We may need to verify your identity. There is no charge to make a request. If we refuse, we will tell you why in writing.
9. Complaints
If you have a privacy concern, email info@poolequipmentaustralia.com.au with the details. We will acknowledge it within 5 business days and aim to resolve it within 30 days. If you are not satisfied, you can contact the OAIC at oaic.gov.au or on 1300 363 992.
10. Changes
We may update this policy. The current version is always at poolequipmentaustralia.com.au/privacy.
11. Contact
Privacy Officer, Pool Equipment Australia · info@poolequipmentaustralia.com.au · 0459 981 703 · Brisbane, QLD