Introduction
MELBOURNE GAS & AIR PTY LTD (ABN 60 672 675 535) (“we”, “us”, or “our”) is committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy explains how we collect, use, store, disclose, and protect your personal information when you visit our website, request a quote, book a service, or otherwise interact with our business.
By using our website or engaging our services, you consent to the collection, use, and disclosure of your personal information as described in this Privacy Policy.
Information We Collect
We may collect the following types of personal information:
Contact Information
- Full name
- Email address
- Phone number
- Residential or service address
- Suburb and location details
Service Information
- Type of service requested
- Details relating to your heating, cooling, gas or air conditioning systems
- Appointment details and service history
- Customer enquiries and communications
Property Information
- Property address
- Access requirements
- Photos, images, or files uploaded through our website
- Information relevant to installation, servicing or repair work
Technical Information
- IP address
- Browser type and version
- Device information
- Website usage information
- Cookies and analytics data
Communication Records
- Emails
- Website contact form submissions
- Phone call records and notes
- SMS communications where applicable
How We Collect Information
We collect personal information through:
- Website contact forms
- Quote request forms
- Service booking enquiries
- Telephone calls
- Email correspondence
- Customer-submitted photos and attachments
- Social media interactions
- Cookies and analytics technologies used on our website
How We Use Your Information
We use your personal information to:
- Provide quotes and estimates
- Arrange and perform installations, servicing and repairs
- Respond to enquiries and customer requests
- Schedule appointments and communicate service updates
- Maintain service records
- Improve our services and website performance
- Meet legal and regulatory obligations
- Manage customer relationships
- Send maintenance reminders, service updates, special offers or marketing communications where permitted by law
Services We Provide
The information collected may be used in connection with the following services:
- Ducted Heating Installation, Service and Repairs
- Split System Installation, Service and Repairs
- Evaporative Cooling Installation, Service and Repairs
- Gas Heating Installation, Service and Repairs
- Add-On Cooling Installation and Service
- Multi-Head Split System Installation and Service
- Related heating, cooling and air conditioning services
Disclosure of Personal Information
We may disclose your personal information to:
Employees and Contractors
Technicians, subcontractors and service providers who require access to perform requested work.
Professional Advisers
Lawyers, accountants, insurers and other professional advisers assisting our business operations.
Technology Providers
Website hosting providers, email providers, cloud service providers and analytics platforms used to operate our website and business.
Government Authorities
Where required by law, regulation, court order or lawful request.
We do not sell, rent, or trade personal information to third parties for their marketing purposes.
Website Analytics and Advertising
We use various tools to understand website performance and improve our marketing activities.
These may include:
- Google Analytics
- Google Ads Conversion Tracking
- Meta (Facebook) Pixel
These services may collect information about how visitors interact with our website, including pages viewed, actions taken, device information, and referral sources.
Information collected by these third-party services is governed by their respective privacy policies.
Cookies
Our website uses cookies and similar technologies to:
- Improve website functionality
- Remember user preferences
- Analyse website traffic
- Measure advertising performance
- Enhance user experience
You can control or disable cookies through your browser settings. Disabling cookies may affect certain website functions.
Data Security
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.
Security measures may include:
- Secure website encryption (SSL)
- Secure hosting environments
- Password-protected systems
- Restricted access to information
- Software and security updates
While we take reasonable precautions, no method of internet transmission or electronic storage is completely secure.
Access and Correction
You may request access to personal information we hold about you.
You may also request correction of information that is inaccurate, incomplete, or out of date.
We will respond to reasonable requests within a reasonable timeframe and in accordance with applicable privacy laws.
Marketing Communications
From time to time, we may send service reminders, maintenance notifications, promotional offers, or updates about our services.
You may opt out of marketing communications at any time by:
- Following the unsubscribe instructions provided in communications; or
- Contacting us directly.
Data Retention
We retain personal information only for as long as reasonably necessary to:
- Provide our services
- Maintain business records
- Comply with legal and taxation obligations
- Resolve disputes and enforce agreements
When information is no longer required, we will take reasonable steps to securely destroy or de-identify it.
Third-Party Websites
Our website may contain links to third-party websites.
We are not responsible for the privacy practices or content of external websites. We encourage users to review the privacy policies of any third-party websites they visit.
International Data Transfers
Some third-party service providers may store or process information outside Australia.
Where personal information is transferred overseas, we take reasonable steps to ensure it is protected in accordance with Australian privacy laws.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or privacy practices.
Any updates will be published on this page together with a revised “Last Updated” date.
Contact Us
If you have any questions, requests, or concerns regarding this Privacy Policy or your personal information, please contact us:
MELBOURNE GAS & AIR PTY LTD
ABN: 60 672 675 535
Address: Unit 9/77-79 Horne St, Sunbury VIC 3429
Phone: 1300 811 488
Email: info@melbournegasair.com.au
Privacy Complaints
If you believe we have not handled your personal information in accordance with Australian privacy laws, you may submit a complaint by contacting us using the details above.
We will investigate your complaint and aim to respond within 30 days.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):
Website: https://www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au