Privacy Policy

This Privacy Policy explains how AI Appliance Services (ABN 59 692 487 326, ACN 692 487 326) (“we”, “us” or “our”) collects, uses, stores and discloses personal information when you visit aiapplianceservices.com, contact us, or book an appliance repair service with us.

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). By using our website or services, you acknowledge that your personal information will be handled as described in this policy.

Depending on how you deal with us, we may collect:

• Contact details — your name, phone number, email address and suburb or service address.
• Appliance and job details — the appliance type, brand, model number, error codes, a description of the fault, installation details (for example built-in or stacked appliances) and access information such as parking, lift or building-management requirements.
• Photos you choose to upload — for example a photo of the appliance or its model label submitted through a booking form.
• Service and payment records — booking dates, diagnosis notes, quotes, invoices and payment confirmations. We do not store full credit or debit card numbers on our website.
• Communications — records of calls, emails, text messages and form submissions between you and us.
• Website usage information — technical data such as your IP address, browser and device type, pages visited and how you arrived at our site, collected through cookies and analytics tools (see section 6).

We only collect sensitive information (such as health information) if you volunteer it and it is relevant to the service, for example if access to your home needs to be arranged around a medical condition.

We collect personal information directly from you when you:

• submit a booking or enquiry form on our website;
• call, email or message us;
• book, attend or pay for a service call or repair; or
• leave a review or give us feedback.

We may also collect information from third parties where reasonably necessary, for example a property manager, landlord, real estate agent or family member who books a repair on your behalf, or another service provider who refers your job to us. If you provide us with someone else’s personal information, please make sure they are aware of this policy.

We use personal information to:

• respond to your enquiry and book, schedule and confirm service calls;
• prepare for the visit, diagnose the fault and source the correct parts for your appliance;
• provide quotes, carry out repairs and follow up on completed work;
• issue invoices, process payments and keep business and tax records;
• handle warranty matters, questions and complaints;
• improve our website, services and customer experience; and
• comply with our legal obligations.

We do not sell, rent or trade your personal information. We will only send you marketing messages if you have agreed to receive them, and you can opt out at any time by contacting us or using the unsubscribe option in the message.

We only disclose personal information where needed to provide our services or where required by law, including to:

• our technicians and staff who attend or manage your job;
• parts suppliers, distributors or manufacturers, where needed to order parts or process a manufacturer warranty claim;
• service providers who help us run our business, such as website hosting (Hostinger), email, payment processing, accounting and analytics providers;
• the person or organisation who booked the repair on your behalf, where relevant; and
• government agencies, regulators or law enforcement where we are required or authorised by law.

Some of these providers (for example Google, and cloud hosting or email services) may store or process data outside Australia, including in the United States and other countries. Where this happens we take reasonable steps to ensure your information is handled consistently with the Australian Privacy Principles.

Our website uses Google Analytics to understand how visitors use the site (for example which pages are viewed and how long visits last). Google Analytics uses cookies and collects information such as your IP address, device and browser details. This information is used in aggregate to improve our website and is not used to identify you personally. You can learn more at How Google uses information from sites that use its services and opt out using the Google Analytics Opt-out Browser Add-on.

Our pages include an embedded Google Map showing our location. When the map loads, Google may set cookies and collect information in line with the Google Privacy Policy.

Our website is delivered through our hosting provider’s content delivery network, which processes technical information (such as IP addresses) to deliver pages securely and quickly. You can block or delete cookies through your browser settings; some parts of the website may not work as intended if you do. Our Cookie Policy lists each cookie we use.

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. Our website uses an encrypted (HTTPS) connection, enquiry records are stored with our hosting provider and are only accessible to authorised staff through a password-protected admin area, and we limit access to people who need it to do their job.

No method of transmitting or storing data over the internet is completely secure, so we cannot guarantee absolute security. We keep personal information only for as long as it is needed for the purposes described in this policy or as required by law (for example, tax and business records), after which we securely delete or de-identify it.

You can ask to access the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date or incomplete. Please contact us using the details below. We will respond within a reasonable period (usually within 30 days). We may need to verify your identity before releasing information, and in limited circumstances permitted by law we may refuse access — if so, we will tell you why.

You can browse our website and ask general questions without identifying yourself. However, we need your name, contact details and service address to book, attend and invoice a repair, so we are unable to provide an on-site service anonymously.

If you have a concern about how we have handled your personal information, please contact us first so we can try to resolve it. Please describe your concern and how you would like it resolved. We will acknowledge your complaint promptly and aim to respond within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.

We may update this Privacy Policy from time to time to reflect changes in our services, technology or the law. The current version will always be published on this page, with the date it was last updated shown at the top.

For privacy questions, access or correction requests, or complaints, please contact: