Privacy policy

This policy covers Total Heat Exchange Pty Ltd (ABN 47 684 881 383, ACN 684 881 383) ("Total Heat Exchange", "we", "us") and this website, www.totalheatexchange.com.au. We handle personal information in line with the Australian Privacy Principles.

What we collect

When you send an enquiry through the form on this website, we collect:

• your name, phone number and email address
• your company name, if you give it
• the site location or suburb, the service you are asking about and the kind of enquiry
• your message, and any photos you attach

If you phone or email us, we keep the details you give us in that call or email. If we quote or carry out work for you, we also keep the records that go with the job: site contact details, access arrangements, purchase orders, service reports, refrigerant logs, invoices and payment records.

We take photographs of plant and work on site. These sometimes include people or identifying details of a site. We use them for service records, reports and quoting. We do not publish a photograph of a customer's site in our marketing without that customer's permission.

We do not collect sensitive information, such as health or biometric information, and we ask you not to send it to us. We do not ask for more than we need to answer you and quote or carry out the work.

Dealing with us anonymously

You can ask us a general question by phone without giving your name. We cannot quote, attend a site or invoice you anonymously, because we need to know who we are dealing with and where the plant is.

Why we collect it

We use your information to:

• reply to your enquiry and give you a quote
• arrange site visits and carry out the work you ask for
• manage your account, invoice you and collect payment
• keep the business, safety, refrigerant and tax records we are required to keep
• deal with warranty claims, disputes and insurance matters

We do not use it for marketing lists, and we do not sell, rent or trade it.

Where it goes

The form sends your enquiry over an encrypted connection to a small program running on Vercel, the company that hosts this website. That program passes it straight to Resend, an email delivery service, which delivers it to our business email inbox on Google Workspace. The enquiry is not stored in a website database.

These providers handle your information only to deliver the service to us. Some of them process or store data outside Australia, including in the United States.

We share your information with someone else only when:

• you ask us to, or it is needed to do the job, for example a supplier, manufacturer or specialist subcontractor involved in your work
• it is needed for our accounting, insurance or legal advisers
• a debt is referred for collection
• the law requires or permits it

Hosting and server logs

Like any website host, Vercel records standard technical information when pages are requested, such as your IP address, browser type and the pages visited. It is used to run and secure the website, not to identify or profile you.

Cookies and analytics

This website does not use cookies for tracking or advertising, and it does not run advertising scripts.

We use Vercel Web Analytics to count visits and see which pages are useful. It does not use cookies and does not identify you. For each page view it records the page address, the site that referred you, your approximate location, and your device type, operating system and browser. Vercel tells visits apart using a code created from the request, which is discarded after 24 hours, and we see the results only as totals.

We use Vercel Speed Insights to see how quickly pages load and respond on real devices. When a page loads, it reads performance measurements from your browser and sends them to Vercel. With each measurement it records the page address, the measurement and the part of the page it relates to, your network connection type, your country, and your device type, operating system and browser. Vercel does not link these measurements to you or your IP address, and does not record anything that would let it follow your visit from page to page.

The fonts are served from this website, not from a third party.

How we keep it safe

We protect personal information with measures appropriate to a business of our size: encrypted connections to this website, multi-factor authentication on our email and business accounts, access limited to the people who need it, and devices that are password protected.

No system is completely secure. If we have a data breach that is likely to cause serious harm, we will act under the Notifiable Data Breaches scheme: we will contain and assess it, notify the people affected and notify the Office of the Australian Information Commissioner.

How long we keep it

We keep enquiries and job records for as long as we need them to deal with you and to meet our legal, tax, safety and record-keeping obligations. That is generally at least seven years for financial records, and longer for records about work that could still give rise to a claim. After that we destroy or de-identify them.

Access and correction

You can ask to see the personal information we hold about you, or ask us to correct it. Email dylan.logue@totalheatexchange.com.au. We will confirm who you are before we release or change anything. There is no charge for making a request. We can refuse access in the limited circumstances the Australian Privacy Principles allow, and if we do we will tell you why in writing.

Questions and complaints

If you have a question or a complaint about how we have handled your information, email dylan.logue@totalheatexchange.com.au or phone 0490 378 942. We will acknowledge your complaint and respond within a reasonable time. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Changes to this policy

We will update this page if the way we handle information changes. The date at the top shows when it was last revised.