Privacy Policy

Introduction & scope

In this policy, “we”, “us” and “our” mean Active Refrigeration and Air-Conditioning Pty Ltd (ABN 90 166 129 102; ACN 166 129 102), trading as Active Refrigeration & Air Conditioning. This policy covers our website and the refrigeration and air conditioning services we provide across Greater Sydney.

We use the Australian Privacy Principles (APPs) as the framework for handling personal information. Whether every provision of the Privacy Act 1988 (Cth) applies can depend on matters including turnover and activities; this policy does not assume facts about the statutory small-business exemption that have not been confirmed.

“Personal information” means information or an opinion about an identified individual, or an individual who is reasonably identifiable, such as a name, phone number or email address.

What personal information we collect

We collect information reasonably needed to respond to enquiries and perform requested work. Depending on how you contact us, that may include your name, phone number, optional email address, property type, suburb, equipment type, fault description, communications, quote and booking details, invoices and service history.

The website form includes a hidden anti-spam field intended to remain empty. It is used to identify automated submissions, not to ask a person for additional information. Please do not put health information or other sensitive information in the free-text field.

Our website host creates ordinary security and server logs containing an IP address, browser information, requested page and time. We also use Google Analytics, loaded through Google Tag Manager, to measure how the website is used; what that collects and the cookies it sets are described under Cookies, analytics & Google Maps. Our fonts, icons and images are served from our own site, so viewing a page does not create a request to a font or icon provider.

Privacy collection notice (APP 5)

Who collects it: Active Refrigeration and Air-Conditioning Pty Ltd. Why: to respond to your enquiry, assess a quote or booking, contact you about the requested work, and keep related service and legal records. If you do not provide required fields: we may be unable to identify the job, contact you or assess service availability.

Information may be handled by our website host and email provider and, where necessary for the requested job, relevant suppliers or service providers. Enquiry forms are processed on our own website and emailed to us; their contents are not passed to a separate form, booking, marketing or CRM service. Separately, Google receives measurement data about your visit, as described under Cookies, analytics & Google Maps. You can request access or correction, or make a privacy complaint, using the contact details below.

How we collect it

We collect personal information directly from you through a connected enquiry form, by phone, by email, or in person at a site. We may also receive relevant details from someone arranging work on your behalf, such as a property manager or building owner.

When you submit our website enquiry form, the details you enter are processed on our own website and sent to us by email. We also collect information automatically while you browse, through server logs and through the analytics described under Cookies, analytics & Google Maps.

Why we collect it

The primary purpose for which we collect your personal information is to respond to your enquiry and to provide our services. We limit what we collect to what is reasonably necessary for those purposes. In practice, we use your information to:

• Respond to your enquiry and prepare a quote;
• Book, schedule and carry out repairs, maintenance and installation work;
• Contact you about your job, including to confirm appointments and follow up;
• Issue invoices and process payments;
• Keep service records and meet our legal, licensing, insurance and safety obligations; and
• Improve our website and services, and — only where you have consented — send you marketing.

We will only use your information for a secondary purpose where that purpose is related to the primary purpose and you would reasonably expect it, where you have consented, or where the law otherwise permits.

How we use & disclose it

We use your personal information internally to handle your enquiry and carry out the work you ask us to do. We do not sell your personal information, and we do not use or disclose it for unrelated secondary purposes without your consent or another lawful basis (consistent with APP 6).

We may disclose your personal information where it is reasonably necessary to provide our services (for example, to the service providers described below), or where we are required or authorised to do so by law — for example, to comply with a court order, a regulator’s request, or our record-keeping obligations.

Direct marketing & your choices

We only send commercial electronic messages (such as marketing emails or SMS) where you have given us consent, consistent with the Spam Act 2003 (Cth). When you submit an enquiry, we use your details to respond to that enquiry — that is service communication, not marketing.

If we do send you marketing, every message will clearly identify us and will include a working, no-cost way to unsubscribe. If you ask to opt out, we will action your request promptly and within 5 business days. You can opt out at any time by using the unsubscribe option in a message or by contacting us directly.

Third parties & service providers

Our host and email provider process information needed to operate the website and deliver messages. The enquiry form runs on our own website rather than on a third-party form service, so its contents go to our email and nowhere else. We may also disclose limited job information to a supplier or specialist where reasonably necessary to quote or perform the work, or where disclosure is authorised or required by law. We do not currently use a booking, CRM or online payment provider; if one is added, it will be recorded here before it is enabled.

Google is our analytics and mapping provider. Google receives measurement data on every page through Google Analytics and Google Tag Manager, and receives technical information when a lazily loaded map approaches the viewport or when you follow a Google link. Fonts, icons and site images are hosted on our own site and do not create a separate browser request to those vendors.

Cookies, analytics & Google Maps

Cookies. This website uses a small number of cookies. Some are needed for pages to work and for the enquiry form to be submitted securely. The others are set by Google Analytics to tell one visit apart from another; they include cookies whose names begin with _ga.

Analytics. We use Google Analytics, loaded through Google Tag Manager, on every page of this website. It records the pages you view, how you arrived at the site, an approximate location worked out from your IP address, and device and browser information. We also record when a phone number or email link is tapped, and when an enquiry form is submitted successfully.

What analytics never receives. The measurement record for a form submission carries only the page the enquiry came from, whether the property is commercial or domestic, and a random reference used so the same submission is not counted twice. Your name, phone number, email address and the text of your message are not sent to Google Analytics.

Interactive maps. Service-area maps use the browser’s native lazy loading, so their Google iframe is normally requested only when the map section approaches the viewport. When a map loads, Google may receive your IP address, browser/device information, the page and map query, and may set or read cookies under its own terms.

No advertising tracking. This website does not run advertising, remarketing or social media tracking tags. If any are added later, this policy and the list of third parties above will be updated first.

Your choices. Browser privacy controls can block third-party content or delete cookies at any time. You can also opt out of Google Analytics on every website you visit by installing Google’s browser add-on at tools.google.com/dlpage/gaoptout.

Data security & storage

We take reasonable technical and organisational steps to protect the personal information we hold from misuse, interference and loss, and from unauthorised access, modification or disclosure (consistent with APP 11). This includes using reputable, access-controlled hosting and email services and limiting access to information to those who need it.

Your information may be stored in secured systems operated by us and by our service providers, including cloud-based services. No method of transmission over the internet, or method of electronic storage, is completely secure, but we work to safeguard the information you trust us with.

Data breach notification. If we become aware of a data breach involving your personal information that is likely to result in serious harm, we will assess it and, as best practice (and where legally required), notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in line with the Notifiable Data Breaches scheme (Part IIIC of the Privacy Act 1988).

How long we keep it

We keep your personal information only for as long as necessary for the purposes described in this policy and to meet our legal and record-keeping obligations. When we no longer need it, we take reasonable steps to destroy or de-identify it (consistent with APP 11).

Overseas disclosure

Google Analytics, Google Tag Manager and embedded Google Maps disclose technical and usage information to Google, whose systems include servers outside Australia, in particular in the United States. Google handles that information under its own terms. Our website host and email provider are engaged by us to operate the site and deliver messages; where any provider stores or accesses personal information outside Australia, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles (APP 8).

Accessing & correcting your information

You can ask us to access the personal information we hold about you, and to correct it if it is inaccurate, out of date, incomplete or misleading (consistent with APP 12 and APP 13). To make a request, contact us using the details below. We will respond within a reasonable time and will let you know if, for any lawful reason, we are unable to give access or make a correction.

Complaints

If you have a concern or complaint about how we have handled your personal information, please raise it with us first using the contact details below, so we can look into it and put things right. We will acknowledge your complaint and respond within a reasonable time.

If you are not satisfied with our response, you can refer your complaint to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au/privacy/privacy-complaints.

Contact us / privacy officer

For any privacy enquiry, request or complaint, you can reach our privacy contact:

• Phone: 0419 205 607
• Email: service@activerac.com.au
• Or via our contact page

As a service-area business across Greater Sydney, we do not publish a public street address; please use the phone or email details above for privacy requests.

Changes to this policy

We may update this policy from time to time to reflect changes to our practices or our legal obligations. The version published on our website, with the “last updated” date shown at the top, is the current version. If we make a material change to how we use your personal information, we will take reasonable steps to notify you before the change takes effect — for example, by email where we hold a current address for you.

ARC Refrigerant Handling Licence L057415 · NSW Lic 330089C · RTA AU35191 · ASSA member · Australian business since 2013.