Last updated: 03-03-2025

Plum Heating and Cooling  (“Plum”, “we”, “us”, or “our”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, and share your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. What information we collect

We may collect the following types of personal information when you interact with us:

• Name, address, phone number, and email address.
• Payment and billing details.
• Property details (for installation and service work).
• Records of your communication with us (calls, emails, online enquiries, SMS).
• Technical information about your products and services (e.g. heating, cooling, solar systems installed).
• Feedback, reviews, or survey responses.

2. How we collect information

We collect personal information when you:

• Contact us by phone, email, SMS, website forms, or in person.
• Book a service, request a quote, or purchase a product.
• Subscribe to our newsletter or other communications.
• Provide feedback, reviews, or complete surveys.
• Visit our website (we may use cookies and analytics tools to improve user experience).

3. How we use your information

We use your personal information to:

• Provide heating, cooling, electrical, and solar installation and maintenance services.
• Process payments and manage accounts.
• Communicate with you regarding your bookings, enquiries, or service updates.
• Send you updates, special offers, and newsletters (you can opt out anytime).
• Comply with legal obligations, including government rebate and incentive programs.
• Improve our services, systems, and customer experience.

4. Sharing your information

We may share your personal information with:

• Our employees, technicians, and contractors who provide services to you.
• Government bodies and regulators (where required for rebates, incentives, or compliance).
• Third-party service providers such as IT, payment processors, and marketing platforms.
• Only where necessary, and always in accordance with privacy laws.

We do not sell your personal information to third parties.

5. Storage and security

We store your information securely in electronic and physical formats and take reasonable steps to protect it from misuse, loss, or unauthorised access.

6. Access and correction

You may request access to, or correction of, your personal information at any time by contacting us. We will respond in line with the Australian Privacy Principles.

7. Direct marketing

We may use your contact details to send you updates, offers, and promotions. You can opt out of these communications at any time by using the unsubscribe link or contacting us directly.

8. Overseas disclosure

In some cases, personal information may be stored or processed using cloud services located outside Australia. Where this occurs, we take reasonable steps to ensure your information is handled in accordance with the APPs.

9. Complaints

If you have a concern about how we handle your personal information, please contact us first. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

• Website: www.oaic.gov.au
• Phone: 1300 363 992

10. Contact us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

Plum Heating and Cooling
Phone: (03) 8360-9622
Email: contact@plumheatcool.com.au
Address: Unit 4, 22-30 Wallace Avenue, Point Cook, Victoria 3030