Privacy Policy

Heat Pump Services

Effective Date: 12 May 2026

At Heat Pump Services (“Heat Pump Services”, “we”, “our”, “us”), we are 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, disclose and store your personal information when you interact with us through our website, phone calls, online bookings, social media, marketing campaigns and service delivery operations.

1. Who We Are

Heat Pump Services provides heat pump servicing, repairs, maintenance, diagnostics, replacements and related energy-efficiency services across Victoria and Sydney metropolitan areas.

Our business is committed to delivering licensed, transparent and customer-focused service solutions.

2. What Personal Information We Collect

We may collect personal information including:

Full name
Residential or business address
Email address
Phone number
Property and installation details
Product and service history
Payment and invoicing information
Booking and appointment details
Government rebate or compliance information
Photos or technical information relating to your system
Website and device usage information
Communication records including emails, phone calls and SMS messages

Where required for compliance, rebate programs or warranty purposes, we may also collect supporting documents such as proof of ownership, occupancy or identification.

3. How We Collect Information

We collect information directly from you when you:

Contact us by phone, email or online enquiry
Submit a booking or quote request
Use our website or online forms
Engage with our social media channels
Speak with our staff, technicians or contractors
Participate in promotions, campaigns or surveys
Request emergency support or servicing

We may also collect information from:

Referral partners
Manufacturers and suppliers
Contractors and installers
Government rebate administrators
Publicly available sources where permitted by law

4. Why We Collect Your Information

We collect, hold and use your personal information to:

Provide heat pump servicing, repairs and installations
Schedule and manage appointments
Process invoices and payments
Assist with warranty claims and manufacturer requirements
Facilitate government rebate and energy efficiency programs
Communicate updates relating to your booking or services
Improve our customer service and operations
Conduct quality assurance and training
Send promotional and marketing material
Comply with legal and regulatory obligations

5. Direct Marketing

We may send you marketing communications regarding:

Promotions
New services
Maintenance reminders
Energy-efficiency offers
Industry updates

You can opt out of marketing communications at any time by:

Clicking the unsubscribe link in emails; or
Contacting us directly.

6. Disclosure of Personal Information

We may disclose your information to:

Employees and authorised contractors
Licensed technicians and service providers
Manufacturers and warranty providers
Government agencies and rebate administrators
Payment processors and accounting providers
IT, software and cloud storage providers
Marketing and communication providers
Legal, financial and professional advisers
Regulatory authorities where required by law

We take reasonable steps to ensure third parties handle your information securely and in accordance with Australian privacy laws.

7. Website Analytics and Cookies

Our website may use cookies, analytics tools and related technologies to improve user experience and website functionality.

This may include collection of:

Browser type
IP address
Device information
Website activity and pages viewed
Time spent on pages
Referral sources

You can disable cookies through your browser settings, however some website functionality may not operate correctly.

8. Storage and Security

We take reasonable precautions to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Information may be stored electronically using secure cloud-based systems and operational software platforms used by our business and service providers.

While we strive to protect your information, no online transmission or electronic storage system can be guaranteed to be completely secure.

9. Access and Correction

You may request access to personal information we hold about you and request corrections where information is inaccurate, incomplete or outdated.

Requests can be made using the contact details below.

10. Third-Party Websites

Our website or communications may contain links to third-party websites or services. We are not responsible for the privacy practices, content or security of those third-party sites.

11. Complaints

If you believe your privacy has been breached or you have concerns about how we handle your personal information, please contact us.

We will investigate complaints and respond within a reasonable timeframe.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business practices, legal obligations or services.

The latest version will always be available on our website: Heat Pump Services Website

13. Contact Us

Heat Pump Services

Website: https://www.heatpumpservices.au/

Email: Michael@heatpumpservices.au

Phone: 1300 966 464

Service Areas: Victoria and Sydney metropolitan areas.