Privacy Policy

This Privacy Policy explains how LuxGrid Energy Pty Ltd (“LuxGrid Energy”, “we”, “us” or “our”) collects, holds, uses and discloses personal information. We handle personal information in line with the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth).

1. Who we are

LuxGrid Energy designs, supplies and installs solar and battery systems for homes and businesses on the Gold Coast and in South East Queensland. Our ABN is 92 694 932 486 and our business address is 45/38 Kendor Street, Arundel QLD 4214.

2. Personal information we collect

We only collect personal information that is reasonably necessary for our business. Depending on how you deal with us, this may include:

Contact details: your name, email address, phone number, suburb or postcode, and property address.
Enquiry and property details: whether you are a homeowner or business, the service you are interested in, your approximate electricity bill, information about your roof, switchboard and existing system, and any photos, electricity bills or usage data you choose to share.
Customer details: if you go ahead with a quote, the information needed to install, connect and support your system, such as installation details, equipment serial numbers, network connection details, rebate or certificate information, and billing and payment records.
Communications: records of calls, emails, messages and feedback.
Website information: pages you visit, the device and browser you use, your approximate location, the website or advert that referred you, and campaign tags or ad click identifiers in the link you followed.

We do not ask for sensitive information (such as health information). You can deal with us without giving your name for general questions, but we need your contact details to give you a quote or arrange an installation.

3. How we collect it

From you: when you complete a form on our website, call or email us, message us on social media, request a quote, or meet us for a site assessment or installation.
Automatically: through our website and the tools described in section 7.
From others, where reasonable: for example your electricity network operator or retailer when we apply to connect your system, equipment manufacturers for warranty matters, or a person who refers you to us.

If we receive personal information we did not ask for, and we could not have collected it under this policy, we will destroy or de-identify it where it is lawful and reasonable to do so.

4. Why we collect, use and disclose it

to answer your enquiry, call you back and prepare a quote;
to assess your property and design a suitable solar or battery system;
to install, connect, commission, service and support your system, including warranty claims;
to apply for network connection and to help with eligible rebates, incentives or certificates;
to invoice you and manage our accounts;
to improve our website, services and advertising, and to measure which adverts lead to enquiries;
to send you information about our services, where you have agreed or the law allows (see section 8); and
to meet our legal, safety and regulatory obligations.

We will not use or disclose your personal information for any other purpose unless you consent, you would reasonably expect it, or the law requires or allows it.

We do not sell your personal information. We may share it with:

our installers, electricians and contractors working on your job;
equipment suppliers and manufacturers, for orders, warranty and support;
electricity network operators and retailers, for connection approvals;
government bodies or their agents, for rebates, incentives or certificates you are eligible for;
finance providers, if you ask us to refer you;
service providers who help us run our business, such as website hosting, customer relationship management, email, phone, analytics and advertising providers;
our professional advisers, such as accountants, lawyers and insurers; and
anyone else where the law requires or allows it.

We ask service providers to protect personal information and to use it only for the services they provide to us.

6. Overseas disclosure

Some of our service providers store or process information outside Australia. These include our customer relationship management system, website hosting and security provider, and analytics and advertising providers (including Google, Meta and Microsoft). As a result, your personal information is likely to be held in the United States, and may be held in other countries where those providers operate. We take reasonable steps to make sure overseas recipients handle personal information in a way that is consistent with the APPs.

7. Cookies, analytics and advertising

Our website uses the Google tag to understand how visitors use the site and to measure our advertising. We also use Microsoft Clarity, which records how visitors move through our pages (such as clicks, scrolling and page layout) so we can improve the site. Clarity is set up so that anything you type into our forms is masked and not recorded. It uses cookies and similar technologies, which collect information such as the pages you visit and how you arrived. We may also use advertising tools from Google and Meta to show our adverts to people who have visited our website and to measure the enquiries they produce.

When you arrive from an advert or campaign link, our website keeps the campaign details (for example the advert click identifier, campaign tags and landing page) in your browser for that visit, and includes them with any enquiry you send, so we know which advert worked.

You can block or delete cookies in your browser settings, and you can manage personalised ads in your Google and Meta account settings. Some parts of the site may not work as intended if you block all cookies.

8. Direct marketing

We may send you information about our products, services and offers by email, SMS or phone where you have agreed to it or the law allows. Every marketing email or SMS will tell you how to unsubscribe, and you can opt out at any time by using the unsubscribe link, replying STOP to an SMS, or contacting us. We will act on your request within 5 business days. We comply with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth).

9. Storage, security and retention

We hold personal information in secure electronic systems run by us and our service providers, and in paper records at our premises. We take reasonable steps to protect it from misuse, interference, loss, and unauthorised access, change or disclosure, including access controls, secure connections and limiting access to people who need it.

We keep personal information for as long as we need it for the purposes in this policy, including warranty periods and our legal and tax record-keeping obligations. When we no longer need it, we take reasonable steps to destroy or de-identify it.

10. Access and correction

You can ask for access to the personal information we hold about you, or ask us to correct it, by contacting us using the details below. We will respond within a reasonable time, usually within 30 days. We do not charge for a request, but we may charge a reasonable fee to cover the cost of giving access. If we refuse a request, we will tell you why in writing and how you can complain, unless it would be unreasonable to do so.

11. Complaints

If you think we have breached the APPs or mishandled your personal information, please contact us first using the details below and tell us what happened. We will acknowledge your complaint, look into it, and give you our response, usually within 30 days.

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

Website: www.oaic.gov.au
Phone: 1300 363 992
Post: GPO Box 5288, Sydney NSW 2001

12. Data breaches, automated decisions and changes

Data breaches: if a data breach involving your personal information is likely to result in serious harm to you, we will take steps to contain it and will notify you and the OAIC where the Notifiable Data Breaches scheme requires.

Automated decisions: we do not use computer programs to make decisions that could significantly affect your rights or interests using your personal information. If that changes, we will update this policy to explain how.

Changes: we may update this policy from time to time. The current version is always on this page, with the date it was last updated.

13. Contact us

For privacy questions, access or correction requests, or complaints, contact our privacy officer:

Email: sales@luxgridnrg.com.au
Phone: 0432 790 399
Post: LuxGrid Energy Pty Ltd (ABN 92 694 932 486), 45/38 Kendor Street, Arundel QLD 4214