Privacy Policy

Electralife Pty Ltd · ABN 30 623 361 768
Last updated: 2 November 2026

 

1. About this policy

This policy explains how Electralife Pty Ltd ("Electralife", "we", "us") collects, uses, stores and shares personal information. It covers:

• our website www.electralife.com.au, including our online shop, bookings, member accounts and blog;

• our phone calls, enquiries and quotes;

• our design, installation, maintenance, support, monitoring and warranty work for electrical, lighting, audio-visual, smart home and security systems, including our Electralife PLUS membership;

• payments and our marketing.

 

2. Our approach to privacy

Electralife may be a small business operator under the Privacy Act 1988 (Cth). If so, we aren't required by law to comply with the Australian Privacy Principles (APPs). Whether or not they apply to us, we have chosen to handle personal information in line with them, because our customers trust us with access to their homes, buildings and security systems.

 

3. How to contact us about privacy

Electralife Pty Ltd — Privacy Officer
Email: mail@electralife.com.au
Phone: (03) 7035 6280
Post: Ground Floor, Unit 4/19 Chandos Street, Cheltenham VIC 3192

 

4. What personal information we collect

Depending on how you deal with us, we may collect the following.

• Enquiries and quotes: your name, email address and phone number. We also collect your suburb, whether the property is residential or commercial, the services you're interested in, a budget range, and anything you include in your message.

• Customers and projects:

  • your name, contact details and site address;

  • access arrangements and project details;

  • quotes, invoices and payment records;

  • site photos and equipment lists.

• Security and smart home system information:

  • Administrator credentials for systems we install or maintain. These give installer- or administrator-level access to a system; they are not your personal user codes. We keep them for maintenance, technical support and remote access.

  • Building floor plans and security system drawings. We keep these for documentation, maintenance and future servicing.

  • System configuration and device information, such as device names, network details and status. Manufacturers' remote management platforms make this available to us (see section 7).

• Camera (CCTV) footage: only when you authorise it, or during authorised troubleshooting and technical support. See section 8.

• Online shop, bookings and memberships:

  • the details you enter when you buy from our online shop, book a consultation or service, or join a membership plan such as Electralife PLUS;

  • for example your name, contact details, delivery or site address, and order or booking history.

• Member accounts and blog:

  • if you create an account on our website, your login details and profile;

  • if you comment on our blog, your comment and display name, which other visitors can see.

• Payments: the details needed to process your payment. Card payments are handled by our payment providers (see section 11). We don't store full card numbers.

• Phone calls: your phone number and call details, and recordings of calls with us (see section 10).

• Marketing preferences: whether you've agreed to receive our marketing, and your unsubscribe requests.

• Job applicants: your application, résumé and contact details.

• Website use:

  • information about your device and visit, such as pages viewed, approximate location, browser and device type, and how you reached our site (for example, which ad you clicked);

  • cookie or device identifiers.

Analytics and advertising information is only collected if you agree through our cookie banner (see section 12).

We don't ask for sensitive information, such as health information. Please don't include it in messages to us unless the work needs it, for example an accessibility requirement.

You can make a general enquiry without giving your name. We need your contact details to quote or do work for you.

 

5. How we collect it

We collect personal information directly from you:

• through our website forms, online shop, bookings and member accounts;

• by phone (including call recordings);

• by email, in person and on site;

• through our social media pages and ads, if you contact us there.

We also collect it:

• from the systems we install, maintain and monitor (with your authorisation);

• from payment providers when you pay us;

• from builders, architects, property managers or others who refer a project to us or engage us on your behalf;

• from website and advertising tools (sections 12 and 13).

 

6. How and why we use it

We use personal information to:

• respond to your enquiry, prepare quotes and contact you about your project;

• design, install, maintain, support, monitor and service your systems, and handle warranty claims;

• provide remote technical support where you have authorised it;

• process orders, bookings, memberships and payments, and keep business, tax and warranty records;

• keep a record of phone calls, check the quality of our service, train our team and resolve disputes;

• assess job applications;

• run, secure and improve our website;

• measure how well our advertising works and, if you accept Marketing cookies, show you relevant Electralife ads (section 13);

• send you newsletters and other marketing (section 14);

• meet our legal obligations.

We don't sell personal information.

 

7. Security system information, remote access and Electralife PLUS

Many of the systems we install can be managed and supported remotely through the manufacturer's cloud platform. These include:

• Control4 (including its 4Sight remote access service);

• OvrC (Snap One);

• SkyCommand / IR Connect (Inner Range);

• Akuvox.

With your agreement, we use these platforms to check system health, apply updates, change settings and fix faults without a site visit.

Electralife PLUS members. If you join Electralife PLUS, we also:

• remotely check the operational health and status of your security and camera (CCTV) systems, for example that devices are online and recording;

• take regular backups of your system's settings, which we store in our cloud storage;

• arrange back-to-base alarm monitoring.

Back-to-base monitoring is provided by a security monitoring centre. It receives the information it needs to respond to alarms, such as your name, site address, emergency contacts and alarm signals, and handles it under its own privacy policy.

How we protect this information. We hold administrator credentials, floor plans and system drawings only for the purposes in section 4. We take steps to protect them, including:

• storing them in access-controlled business systems;

• limiting access to the staff and contractors who need it for your job.

We don't use this information for any other purpose.

Removing our access. You can ask us at any time to remove our remote access to your system, or to hand over or reset administrator credentials. If you do, some support may need a site visit.

Manufacturers' own policies. The manufacturers who run these platforms also collect system and device information under their own privacy policies, and may store it outside Australia (section 16). If you have your own account with a manufacturer, that manufacturer's privacy policy also applies to you. Examples are a Control4 customer account or an Akuvox app account.

We recommend keeping your personal user codes and passwords private, and changing any temporary codes we set during installation.

 

8. Access to your cameras (CCTV)

We may access live or recorded footage from a camera system we installed or maintain only when you have authorised it, or when we're carrying out authorised troubleshooting and technical support. For example, after a fault report we may check a camera's picture, recording or alerts.

• Your authorisation: "authorised" means you, or the person responsible for the site, have asked us to look at footage or have asked for support that needs it.

• Only what's needed: we view only what's necessary for the purpose you authorised, and we don't routinely copy footage. If we need to save a short clip or screenshot to fix a fault, we keep it in a restricted job file only while it's needed, then delete it. We'll ask you first before sending footage to a manufacturer for technical support.

• Confidentiality: we don't share what we see, except with you, with your agreement, or where the law requires it.

• Electralife PLUS monitoring: PLUS monitoring checks the operational health of your security and camera systems, such as whether cameras and recorders are online and recording. It doesn't involve watching your footage. We access footage only in the circumstances above.

 

9. Who we share personal information with

We share personal information only as needed with the following.

• Service providers that help us run our business:

  • Microsoft 365 (email and documents);

  • Simpro (job management, quoting and customer records);

  • Xero (accounting and invoicing);

  • Wix (our website, forms, online shop, bookings, member accounts and blog);

  • Usercentrics (our cookie banner);

  • 3CX and our phone system partner (our phone system, call records and call recordings);

  • ActiveCampaign (newsletters and marketing emails);

  • our cloud storage provider;

  • Google (Google Analytics and Google Ads);

  • Meta (Facebook and Instagram advertising).

• Payment providers: Stripe, Square, the provider of our EFTPOS terminals, the payment provider connected to our online checkout, and our bank (section 11).

• Our security monitoring centre, for Electralife PLUS members with back-to-base monitoring (section 7).

• An external marketing agency. It helps manage our Facebook and Instagram advertising and works under our instructions. It has access to our Meta advertising account, including campaign results and audience reports.

• Equipment manufacturers and their remote management platforms (Control4 / Snap One, Inner Range, Akuvox), to provide support, updates and warranty service.

• Installers, subcontractors and suppliers working on your project, and manufacturers for warranty claims.

• Our professional advisers, such as accountants, lawyers and insurers.

• Anyone we are required or authorised by law to share it with.

We give service providers only the information they need for the service they provide to us.

 

10. Phone calls, call recording and call tracking

Call recording. Calls to and from our business phone lines may be recorded, using our phone system (3CX). We do this to keep an accurate record of what was discussed, check the quality of our service, train our team and help resolve disputes.

• If you'd prefer not to be recorded: tell us at the start of or during the call. Where our phone system lets us, we'll stop the recording. If it can't be stopped, you can ask us to delete the recording after the call, and we'll take reasonable steps to delete it unless we need to keep it by law or to deal with a dispute. You can also email us at mail@electralife.com.au instead.

• Storage and access: recordings are stored on our phone system, provided by 3CX and our phone system partner. This may be outside Australia (section 16). Only authorised Electralife staff can access them.

• Sharing: we don't share recordings outside Electralife, except where the law requires or allows it, for example to deal with a legal claim.

Call tracking. Our Google ads may show a Google forwarding number that connects you to our usual number. Our website may also show one when you arrive from a Google ad. This tells us which ads lead to calls.

For these calls, Google records details such as:

• the time and length of the call;

• your phone number and area code;

• which ad led to the call.

Google makes these details available to us in our Google Ads account. We have not switched on Google's own call recording.

 

11. Payments

You can pay us in several ways:

• by card through Stripe (for example, online or invoice payment links);

• through Square (for example, card readers or payment links);

• by EFTPOS terminal;

• by bank transfer;

• through the payment options shown at checkout on our website.

Card details are processed by our payment providers, not by us, and we don't store full card numbers. We receive confirmation of the payment, its amount and date, and limited card details such as the card type and last four digits.

The providers' own policies. Our payment providers also handle your information under their own privacy policies, including for fraud prevention and their legal obligations, and may store it overseas (section 16).

Square receipts. If you give Square your email or phone number for a digital receipt, Square's privacy notice explains how Square may use it, including for its own advertising. You can opt out at squareup.com/au/en/personalised-ads.

 

12. Cookies and our cookie banner

Cookies are small files stored by your browser. Pixels and tags are similar technologies.

When you first visit our website, our cookie banner (provided by Usercentrics through Wix) lets you:

• accept all;

• deny;

• or choose under More information.

The categories are:

• Essential: needed for the website to work, for example security, forms, the shopping cart, member login and remembering your cookie choice. These are always on.

• Functional: remember your choices and enable some interactive website features.

• Analytical: help us understand how the website is used and performs, and load some embedded content, such as maps and fonts.

• Marketing: let us measure our advertising and show relevant ads. This includes Google's tags (such as Google Analytics, Google Ads and Google Tag Manager) and YouTube videos.

The banner's More information view lists each service and its category.

What runs before you choose. Analytics and advertising tools are set up so that they don't run until you accept them. You can change your choice at any time, using the privacy icon shown on every page or by clearing your browser's cookies. The website still works if you deny, although some embedded content, such as videos or maps, may not display.

Google Consent Mode. We use Google Consent Mode, which passes your cookie choice to Google's tools. At present, Google's tools aren't loaded on our website at all unless you accept.

Wix's own data. Wix, which hosts our website, also collects technical information needed to run, secure and report on the site, under its own privacy policy.

Your consent record. Our cookie banner records your choice, the date and the banner version, so that it can respect your choice on future visits and show that consent was given.

 

13. Google Analytics, Google Ads, Meta and advertising

Google Analytics. If you accept, we use Google Analytics 4 to understand how our website is used, for example which pages are viewed and which ads or searches bring people to us. It collects information such as:

• the pages you visit;

• your device and browser type;

• your approximate location.

We don't send Google Analytics your name or contact details. You can also opt out with Google's browser add-on: tools.google.com/dlpage/gaoptout.

Google Ads conversion tracking. When you click one of our Google ads, Google adds a click identifier to the web address. If you accept cookies, it's stored in a cookie. If you then send us an enquiry or call us, Google tells us that the ad led to an enquiry. This helps us measure and improve our advertising. Our Google Analytics and Google Ads accounts are linked for this purpose.

Meta Pixel. We advertise on Facebook and Instagram (owned by Meta), but we don't currently use the Meta Pixel or any other Meta tracking on our website. If we start using it, it will only run if you accept Marketing cookies, it will be listed in our cookie banner, and we'll update this policy first.

Customer lists. We don't currently upload customer or contact lists to Google or Meta for advertising. If we decide to do so in the future, we or our agency would upload email addresses or phone numbers in scrambled (hashed) form, so these platforms can show our ads to those people, find similar people, or exclude them from ads. We would update this policy before starting, and you could ask us not to include you (section 3).

Our agency. Our Facebook and Instagram advertising is managed by our staff together with an external marketing agency based in Australia. The agency can see campaign results and audience reports in our Meta advertising account.

Remarketing. We may use Google Ads remarketing to show our ads to people who have visited our website. This may include Google Analytics advertising features such as Google signals.

• Third-party vendors, including Google, show our ads on websites and apps across the internet.

• These vendors use cookies and device identifiers to serve ads based on your past visits to our website.

• We only do this if you've accepted Marketing cookies.

How to opt out of personalised ads:

• deny or turn off Marketing cookies through our cookie banner or the privacy icon on every page;

• manage personalised Google ads at myadcenter.google.com;

• manage ad preferences in your Facebook or Instagram settings (Accounts Centre → Ad preferences);

• opt out of many advertising networks at optout.networkadvertising.org.

To learn how Google uses information from sites that use its services, see policies.google.com/technologies/partner-sites.

 

14. Marketing emails and messages

We send newsletters and marketing emails, and may send marketing SMS messages. We use ActiveCampaign to send our emails.

Joining our newsletter is optional. You can join by:

• signing up through the newsletter form on our website;

• ticking the optional newsletter box on a website form that offers one. The box is never ticked for you, and you don't need to tick it to send us an enquiry; or

• contacting us directly and expressly requesting to subscribe to our newsletter.

What every message includes: our name, our contact details and an easy way to unsubscribe.

Unsubscribing: you can unsubscribe at any time, using the link in any of our emails or by contacting us (section 3). We act on unsubscribe requests within five business days.

 

15. Security, retention and data breaches

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, including:

• access-controlled business systems;

• restricted staff access;

• confidentiality obligations.

We take particular care with security system information such as administrator credentials, floor plans and system drawings.

Retention. We keep personal information only for as long as we need it for the purposes in this policy, or as long as the law requires. After that, we take reasonable steps to securely delete or de-identify it.

Data breaches. No system is completely secure. If we become aware of a data breach that is likely to cause you serious harm, we will take reasonable steps to:

• contain it;

• tell you what happened and what you can do;

• notify the Office of the Australian Information Commissioner (OAIC) where required.

 

16. Overseas storage and disclosure

Sending information to organisations overseas. We don't knowingly send customers' personal information to suppliers, contractors or support teams outside Australia for them to use, except in these cases:

• Manufacturer support: if a fault needs a manufacturer's technical support, we may share system details with the manufacturer's support team, which may be overseas. We'll ask you first before sharing camera footage.

• Advertising and analytics: if you accept cookies, Google collects information directly from your browser. Google, and Meta for our Facebook and Instagram advertising, handle information under their own privacy policies, including outside Australia. The same applies to any customer lists uploaded to them (section 13).

Storage and processing by our cloud providers. Like most businesses, we use cloud services. Some of these providers store or process information, or provide support, from outside Australia. Based on their published information:

• Microsoft 365 — Email and documents. Where information may be stored or accessed: Usually Australia for stored email and files; Microsoft and its support staff may access or process data in other countries

• Simpro — Job, quoting and customer records. Where information may be stored or accessed: Hosted with Amazon Web Services; may be stored or accessed outside Australia, including by Simpro staff in New Zealand, the United Kingdom, the United States or Canada

• Xero — Accounting and invoicing. Where information may be stored or accessed: United States (hosting), New Zealand and Australia

• Wix — Our website, forms, online shop, bookings, member accounts and blog. Where information may be stored or accessed: United States, Ireland and other countries

• Usercentrics — Cookie consent records. Where information may be stored or accessed: Germany / European Union

• Google — Google Analytics, Google Ads and call tracking. Where information may be stored or accessed: United States and other countries

• Meta — Facebook and Instagram advertising, and any customer lists we upload. Where information may be stored or accessed: United States, Ireland and other countries

• Stripe — Card payments. Where information may be stored or accessed: United States, India and other countries

• Square — Card payments. Where information may be stored or accessed: United States, Canada, Japan, Ireland, France, Spain, the United Kingdom and other countries

• Control4 and OvrC (Snap One) — System, device and configuration data. Where information may be stored or accessed: United States

• Inner Range (IR Connect / SkyCommand) — Security system remote access data. Where information may be stored or accessed: Australia for IR Connect; older SkyCommand services may be hosted outside Australia

• Akuvox — Intercom and access-control system data. Where information may be stored or accessed: May be stored or accessed outside Australia, including in Singapore, China, the United States and Germany

• 3CX and our phone system partner — Phone system, call records and call recordings. Where information may be stored or accessed: May be stored or accessed outside Australia, depending on where our phone system is hosted

• ActiveCampaign — Newsletter and marketing email lists. Where information may be stored or accessed: United States and other countries

• Our cloud storage provider — System backups and files. Where information may be stored or accessed: May be stored or accessed outside Australia, including in the United States

We choose established providers and rely on their security and data protection terms. Organisations overseas may not be bound by Australian privacy law, and information held overseas may be subject to the laws of that country.

 

17. Accessing and correcting your information

You can ask for a copy of the personal information we hold about you, or ask us to correct or delete it, by contacting our Privacy Officer (section 3).

• Identity check: we may need to confirm your identity first.

• Response time: we aim to respond within 30 days.

• Cost: asking is free. If giving you access involves significant work, we may charge a reasonable cost and will tell you first.

• If we can't help: if we can't do what you ask, we'll explain why. For example, we may have to keep certain records by law.

If you have a member account on our website, you can also update some of your details yourself.

 

18. Complaints

If you have a concern about how we've handled your personal information, please contact our Privacy Officer (section 3).

• Our process: we aim to acknowledge your complaint within 5 business days and to resolve it within 30 days.

• If you're not satisfied: you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992 for information about your options.

 

19. Changes to this policy

We may update this policy from time to time, for example when we change the tools we use. The current version is always on this page, with the date it was last updated.