Privacy Policy

Heat Pump Australia (“we”, “us”, “our”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

We are based in Victoria, Australia. You can contact us at hello@heatpumpaustralia.com with any privacy enquiries.

1. What Personal Information We Collect

We collect personal information that you voluntarily provide to us, including:

• Identity information: your full name.
• Contact information: email address and phone number.
• Location information: state and postcode.
• Household information: your current hot water system type, home ownership status, and preferred contact time.

We do not knowingly collect sensitive information (such as health, financial, or government identifier data) through this website.

2. How We Collect Information

We collect personal information:

• Directly from you when you complete and submit the “Get a Free Quote” form on our website.
• Automatically through cookies, analytics tools (such as Google Analytics), and similar tracking technologies when you browse this website (see Section 7 below).

3. Why We Collect Your Information

We collect and use your personal information to:

• Match your quote request with a CEC-accredited local installer and pass your details to them so they can contact you.
• Operate, maintain, and improve our website and services.
• Respond to your enquiries or feedback.
• Comply with our legal obligations.
• Analyse website usage to understand how visitors interact with our site and improve the user experience (using anonymised or aggregated data where possible).

We will not use your personal information for direct marketing unless you have separately opted in to receive such communications.

4. Who We Share Your Information With

When you submit a quote request, we share your personal information with one matched, locally-based, CEC-accredited installer in your area so they can contact you with a quote.

We do not sell, rent, or trade your personal information to any other third party for their own marketing purposes.

We may also disclose your information to:

• Service providers who help us operate our website and business (such as database hosting and analytics providers), under strict confidentiality obligations.
• Government or regulatory authorities if required to do so by law or a lawful order.

5. Storage & Security

Your personal information is stored securely in Australia using Supabase, a cloud database provider. We implement reasonable technical and organisational measures to protect your information from unauthorised access, disclosure, alteration, or destruction.

We retain your personal information only for as long as necessary to fulfil the purpose for which it was collected, or as required by law, after which it is deleted or de-identified.

No method of transmission or storage over the internet is completely secure. While we take all reasonable steps to protect your data, we cannot guarantee absolute security.

6. Overseas Disclosure

Our database infrastructure is hosted by Supabase, which may store data on servers located outside Australia. Where this occurs, we take reasonable steps to ensure the overseas recipient handles your information in a manner consistent with the Australian Privacy Principles.

7. Cookies & Analytics

We use cookies and analytics tools (including Google Analytics) to understand how visitors use our website. These tools may collect information about your browser type, pages visited, time spent on pages, and general location (city/region level). This data is used in aggregate form and is not linked to your personal identity.

You can control or disable cookies through your browser settings. Disabling cookies may affect the functionality of some parts of the website.

For more information on how Google uses data collected via Google Analytics, visit Google’s Privacy Policy.

8. Your Rights

Under the Australian Privacy Act, you have the right to:

• Access the personal information we hold about you.
• Correct any inaccurate, out-of-date, or incomplete personal information we hold about you.
• Complain about a breach of your privacy rights.

To exercise any of these rights, please contact us at hello@heatpumpaustralia.com. We will respond to access and correction requests within 30 days.

9. Complaints

If you believe we have not handled your personal information in accordance with the Australian Privacy Principles, please contact us first at hello@heatpumpaustralia.com. We will investigate and respond within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

10. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the “last updated” date at the top of this page. We encourage you to review this policy periodically. Continued use of the website after any change constitutes acceptance of the updated policy.

11. Contact Us

For any privacy-related questions, requests, or complaints, please contact us at: