Privacy Policy

1. About this policy

Norfolk Electrical Activities is a Queensland electrical, solar and battery services business. In this Privacy Policy, “we,” “us” and “our” refer to Norfolk Electrical Activities Pty Ltd, trading as Norfolk Electrical Activities.

This Privacy Policy explains how we collect, hold, use, disclose and protect personal information obtained through our website, enquiries, quotations, site assessments, communications and delivery of our services.

We aim to handle personal information consistently with the Privacy Act 1988 (Cth) and the Australian Privacy Principles where those laws apply to us.

If the Privacy Act does not apply to a particular activity, we will still take reasonable steps to handle personal information responsibly and consistently with this Privacy Policy.

2. What personal information we collect

The personal information we collect depends on how a person interacts with us. Information we may collect includes:

• Name, telephone number, email address and service address
• Residential, commercial or property contact details
• Information about the property at which services are requested
• Information confirming ownership or authority to approve work
• Electricity usage and energy requirements
• Meter, switchboard and electrical-system information
• Roof type, orientation, shading, access and other site characteristics
• Solar, battery and electrical equipment preferences
• Details about the electrical, solar or battery services requested
• Photographs, plans, documents and files submitted through an enquiry
• Information collected during a site inspection or assessment
• Quotation, booking, contract and project information
• Product, warranty, rebate, certificate and registration information
• Invoice, payment and accounting records
• Emails, telephone calls, messages, feedback and complaints
• Website information such as IP address, browser type, device type, referring page and pages viewed
• Cookie, security, analytics and form-submission information
• Any other information reasonably required to assess, quote, schedule, perform or support our services

We will only collect sensitive information where it is reasonably necessary, lawful and collected with consent or otherwise permitted by law. Customers should not send unnecessary identity documents, financial information or sensitive information through the website.

3. How we collect personal information

We generally collect personal information directly from an individual when they:

• Use our website
• Submit an online enquiry
• Request information or a quotation
• Contact us by telephone, email or social media
• Send photographs, plans or documents
• Attend or arrange a site assessment
• Accept a quotation or enter into an agreement
• Receive electrical, solar or battery services
• Request warranty or after-sales support
• Submit feedback or make a complaint

We may also receive personal information from:

• A property owner, tenant, builder, property manager or authorised representative
• A person acting on the customer’s behalf
• Referral partners
• Contractors and subcontractors
• Equipment suppliers and manufacturers
• Electricity retailers or distributors
• Metering providers
• Government bodies or scheme administrators
• Warranty, certificate or rebate administrators
• Other parties involved in the customer’s project
• Publicly available sources where collection is lawful and reasonably necessary

Where practical, a person may deal with us anonymously or by using a pseudonym. However, we will generally require accurate identity, contact, property and authority information before we can:

• Prepare a reliable quotation
• Attend a property
• Carry out regulated electrical work
• Submit a connection or network application
• Issue compliance or warranty documents
• Process a rebate or certificate
• Provide ongoing support

4. Why we collect, use and disclose personal information

We may collect, use and disclose personal information to:

• Respond to enquiries
• Understand a customer’s requirements
• Provide recommendations
• Conduct site assessments
• Prepare quotations
• Design and plan electrical, solar and battery systems
• Schedule and manage appointments
• Perform electrical, solar and battery services
• Communicate about access, timing, delays and safety
• Manage project progress
• Issue invoices and process payments
• Maintain accounting, taxation, insurance and business records
• Provide maintenance, warranty and after-sales support
• Submit or support electricity-network applications
• Arrange connection approvals or meter changes
• Register products and warranties
• Issue or manage relevant certificates
• Assist with rebates or small-scale technology certificates where applicable
• Verify identity, authority, eligibility, licensing or project information
• Manage safety and quality
• Investigate complaints and disputes
• Detect or prevent fraud and misuse
• Comply with legal and regulatory obligations
• Improve our website, systems and customer experience
• Send marketing where consent has been provided or where otherwise permitted by law

If required information is not provided, we may be unable to:

• Assess the proposed work
• Provide an accurate quotation
• Arrange a site visit
• Attend the property safely
• Make an application
• Perform the requested services
• Provide warranty or after-sales support

5. Who we may disclose personal information to

Where reasonably necessary, we may disclose personal information to:

• Our employees
• Authorised contractors and subcontractors
• Licensed electricians
• Solar installers
• Designers and engineers
• Inspectors and safety advisers
• Equipment suppliers and wholesalers
• Solar, battery and electrical-product manufacturers
• Warranty providers
• Electricity distributors
• Electricity retailers
• Metering providers
• Certificate or rebate agents
• Government departments
• Regulators and licensing authorities
• Website-hosting providers
• Cloud-storage providers
• Email and communication providers
• Booking and scheduling providers
• Customer-management systems
• Accounting providers
• Payment providers
• Analytics and website-security providers
• Professional advisers
• Insurers and auditors
• Debt-recovery providers
• Dispute-resolution bodies
• Emergency services
• Law-enforcement bodies
• Other parties where disclosure is required or authorised by law
• Other parties where disclosure is reasonably necessary to address a serious safety risk

We do not sell personal information. Where reasonably practicable, we require service providers to handle personal information only for authorised purposes and with appropriate safeguards.

6. Overseas disclosure and cloud services

Some technology, cloud, analytics, manufacturer or support providers may store or process information outside Australia. The countries involved depend on the providers used and may include:

• The United States
• New Zealand
• The United Kingdom
• Member states of the European Union
• Other countries disclosed by the relevant provider

Where the Australian Privacy Principles apply, we will take the reasonable steps required by law before disclosing personal information overseas. A person may contact us for current information about our principal service providers and likely overseas locations.

7. Website cookies and analytics

Our website may use cookies and similar technologies for:

• Website security
• Essential website operation
• Enquiry-form functionality
• Remembering user preferences
• Understanding website performance
• Measuring how visitors use the website
• Improving our services and customer experience

Where consent is required, non-essential analytics or advertising technologies should only operate in accordance with the user’s selected consent settings. Users can control cookies through their browser and, where available, through the website’s cookie settings. Blocking cookies may affect parts of the website’s functionality.

8. Direct marketing

We may use contact information to send relevant service updates or marketing where permitted by law. Recipients can opt out at any time by:

• Using an unsubscribe link
• Replying to the communication
• Contacting us directly

We will action opt-out requests within a reasonable period. Even after a person opts out of marketing, we may still send necessary non-marketing communications about:

• An enquiry
• A quotation
• An appointment
• An active project
• An invoice or payment
• A warranty
• A safety issue
• A legal or regulatory obligation

9. Security and retention

We take reasonable technical and organisational measures to protect personal information from misuse, interference, loss, unauthorised access, unauthorised modification and unauthorised disclosure. Security measures may include:

• Access controls
• Authentication
• Secure transmission
• Reputable service providers
• Data backups
• Staff and contractor controls
• Secure storage and disposal procedures

No internet or storage system is completely secure, and we cannot guarantee absolute security. We retain personal information only for as long as reasonably necessary for:

• The purpose for which it was collected
• Project and customer support
• Warranty administration
• Safety and licensing requirements
• Legal and regulatory obligations
• Taxation and accounting obligations
• Insurance requirements
• Recordkeeping requirements
• Resolving complaints and disputes

When information is no longer required, we take reasonable steps to destroy it or de-identify it, subject to lawful backup and archival processes.

10. Data breaches

We will assess and respond to suspected data breaches. If the Notifiable Data Breaches scheme applies to us and an eligible data breach occurs, we will notify affected individuals and the Office of the Australian Information Commissioner where required by law.

11. Access and correction

A person may request access to personal information we hold about them. A person may also request correction of information that is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify the requester’s identity before providing access or making a correction. We may refuse or limit access where permitted by law. If we do so, we will generally explain why access has been refused or limited and the available complaint options.

We do not charge a person for making an access or correction request. A reasonable fee may apply to the process of providing access where permitted by law and disclosed in advance.

12. Privacy complaints

A person who has a privacy concern should contact us using the details provided on the website. The complaint should include enough information for us to understand and investigate the issue. We will acknowledge the complaint and aim to respond within 30 days.

If the complainant is not satisfied and the Privacy Act applies, they may be able to complain to the Office of the Australian Information Commissioner at www.oaic.gov.au. Other regulators or dispute-resolution bodies may also be available depending on the issue.

13. Third-party websites

Our website may link to third-party websites or services. Those third parties control their own website content, terms and conditions, data collection, privacy policies and security practices. We are not responsible for third-party privacy practices. Users should review the relevant third-party privacy policy before providing personal information.

14. Changes to this privacy policy

We may update this Privacy Policy to reflect changes to our business practices, our website, our service providers, or our legal or regulatory obligations. The current version will be published on our website with its effective date. Material changes will be communicated where reasonably appropriate.

15. Contact us

For privacy questions, access and correction requests, or complaints, contact our Privacy Officer: