Privacy Policy

Who we are

This policy explains how Imperial Air Conditioning (“Imperial”, “we” or “us”) handles your personal information. We install, service and repair air conditioning systems for homes and businesses in Sydney and regional New South Wales.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. This policy applies to our website, our online price tool, and any other way you deal with us, such as by phone, email, social media or on site.

What personal information we collect

Personal information is any information that identifies you, or could reasonably be used to identify you. Depending on how you deal with us, we may collect:

• Contact details: your name, phone number, email address, and your home or business address or suburb.
• Job details: the type of work you need, information about your property, any notes or photos you send us, the options you choose in our online price tool, and the estimate it shows you.
• Records of our dealings: quotes, invoices, payment records, warranty and service history, and our messages with you.
• Technical information: when you visit our website, the servers that host it record standard technical details, such as your IP address, browser and device type, the pages you request, and the date and time.
• Social media messages: if you contact us through Facebook or Instagram, we see the content of your message and the profile name those platforms show us.

We do not ask for sensitive information, such as health details, and we ask that you do not send it to us.

How we collect it

We collect information in three main ways:

• From you directly, when you fill in a form on our website, call or message us, email us, or speak with our team on site.
• Automatically, when you visit our website (see “Cookies, tracking and other websites” below).
• From other people, for example a builder, property manager or strata manager who books work on your behalf, or someone who gives us your details as the contact for a job.

If you give us another person’s details, please make sure they are happy for you to do so. If you choose not to give us the information we ask for, we may not be able to prepare a quote or complete a job.

Why we collect and use it

We collect and use personal information so that we can:

• reply to your enquiry and prepare a quote;
• book, carry out and follow up on installation, service or repair work;
• send invoices, receive payment and keep proper business records;
• register warranties and meet licensing, safety and compliance requirements, including records we are required to keep for refrigerant handling and electrical work;
• keep our website secure and working properly;
• meet our legal obligations; and
• send you news or offers, but only if you have agreed or would reasonably expect it, and always with a way to opt out.

We only use your information for these purposes, or for closely related purposes you would reasonably expect. We will ask for your consent before using it in any other way, unless the law allows or requires us to.

Who we share it with

We share personal information only where it is needed to do our job or run our business. This may include:

• our own staff and the subcontractors, such as installers and electricians, who work on your job;
• equipment suppliers and manufacturers, for example to register a warranty;
• companies that provide services to us, such as our website host, email and phone systems, scheduling, and accounting software;
• our professional advisers, such as accountants, lawyers and insurers; and
• regulators, government agencies or courts, where the law requires or authorises us to.

If our business is ever sold or restructured, customer records may be transferred to the new owner, who must handle them in line with this policy. We do not sell your personal information.

Sending information overseas

Some of the companies that help us run our business, such as website hosting, analytics and email providers, may store or process information on servers outside Australia, including in the United States. When you send us a form on our website, it is processed by our web server and emailed to us, and a backup copy is kept on that server. Our website host and email provider may keep copies too. Before we use a provider, we take reasonable steps to make sure they will handle your information in a way that is consistent with the Australian Privacy Principles.

Cookies, tracking and other websites

Like most websites, ours may use cookies (small files stored in your browser) and similar tools, including analytics services such as Google Analytics, to understand how people use the site and to make it better. These tools can collect information such as your IP address, your device and browser type, the pages you visit and how long you stay. You can block or delete cookies in your browser settings, although parts of the site may then work less smoothly.

Our pages also load fonts from Google Fonts. When your browser fetches them, Google receives your IP address and basic browser details, as happens with any file loaded from another company’s servers.

Our website links to our Facebook, Instagram and Google profiles. Those sites are run by other companies with their own privacy practices, and we do not control how they handle your information. We encourage you to read their privacy policies.

Keeping your information safe

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, change or disclosure. These include using secure (HTTPS) connections on our website, limiting access to people who need it for their work, and protecting our devices and accounts.

No method of sending or storing information online is completely secure, so we cannot guarantee absolute security. If a data breach occurs that is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires.

How long we keep it

We keep personal information only for as long as we need it for the purposes in this policy and to meet our legal obligations. For example, business and tax records are generally kept for at least five years, and job and warranty records may be kept for longer so that we can support your installation. When we no longer need information, we delete it or remove the details that identify you.

Seeing, correcting and deleting your information

You can ask us for a copy of the personal information we hold about you, and ask us to correct anything that is inaccurate, out of date or incomplete. Contact us using the details below. We may ask you to confirm who you are first, to make sure we do not give your information to someone else.

You can also ask us to delete personal information we no longer need. We will do so unless the law requires us to keep it, for example business and tax records, or records we must hold for licensing and compliance.

We will respond within a reasonable time, and usually within 30 days. In limited cases the law allows us to refuse a request, and if we do, we will explain why in writing.

Marketing and opting out

If you have agreed to hear from us about offers or news, you can opt out at any time by using the unsubscribe link in our messages or by telling us. We will act on your request promptly. Opting out of marketing does not stop messages about a job that is in progress.

Children

Our website and services are for adults. We do not knowingly collect personal information from children.

Questions and complaints

If you have a question about this policy, or you think we have mishandled your personal information, please contact us first and give us the details. We will look into it and reply in writing, usually within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy from time to time, for example when our business or the law changes. We will post the new version on this page and change the “last updated” date at the top, so please check back occasionally.

Contact us

For any privacy question or request, please get in touch: