Last updated: 4 October 2026
Coolcare Heating & Cooling Pty Ltd (ABN 23 618 877 679) (“Coolcare”, “we”, “us” or “our”) respects your privacy and is committed to handling personal information responsibly. Where the Privacy Act 1988 (Cth) and the Australian Privacy Principles apply to us, we aim to manage personal information consistently with those requirements.
This Privacy Policy explains how we collect, hold, use and disclose personal information in connection with our heating, cooling and related services, our website, enquiries, quotations, bookings, customer communications and business operations.
1. Personal information we may collect
Depending on how you deal with us, we may collect information such as:
- your name and contact details, including phone number, mobile number and email address;
- your property or service address, suburb and postcode;
- property information relevant to the job, such as property type, number of storeys and access details;
- heating and cooling system details, including system type, brand, model, appliance quantity, age, condition, faults and service history;
- information about the service, repair, replacement or installation you request;
- preferred appointment dates, service windows and contact methods;
- photographs, documents, switchboard photographs, floor plans and other files you choose to provide;
- notes, messages and other information you provide through our website, by phone, SMS, email or during a site visit;
- quotation, invoice, transaction and payment-status records relating to work we perform;
- records of communications with you, including service reminders and whether you have opted in to or out of marketing communications;
- technical information generated when you use our website, such as IP address, browser/device information and information needed for website security and functionality; and
- information supplied to us by a property manager, landlord, tenant, agent, builder, supplier or another person where this is reasonably necessary to arrange or perform work.
We do not normally ask customers to provide sensitive information. If you voluntarily provide information that is sensitive or highly personal, we will only use it where reasonably necessary for the purpose for which it was provided or as otherwise permitted by law.
2. How we collect personal information
We usually collect personal information directly from you when you:
- submit a Book a Service, Get a Quote or Contact enquiry;
- call, SMS or email us;
- ask us to inspect, service, repair, replace or install equipment;
- provide photographs, documents or other job information;
- communicate with our technicians or office team;
- pay an invoice or otherwise deal with us as a customer; or
- consent to receive service reminders or occasional offers.
We may also receive personal information from third parties where relevant to a job or enquiry, including property managers, landlords, tenants, builders, suppliers, manufacturers, insurers, referral sources and service partners.
3. Why we collect, use and disclose personal information
We may collect, hold, use and disclose personal information for purposes including:
- responding to enquiries and preparing quotations;
- reviewing service requests and contacting you to confirm an appointment;
- providing heating, cooling, gas heating and related services;
- diagnosing faults and assessing equipment or property conditions;
- ordering parts, arranging warranties and coordinating suppliers or appropriately licensed subcontractors where required;
- managing jobs, customer records, service history, invoicing and payments;
- sending operational communications such as appointment confirmations, reminders, on-the-way messages and job-completion information;
- sending annual service reminders or occasional offers where you have consented or where otherwise permitted by law;
- improving our customer service, website and business processes;
- protecting our systems, customers, staff and business from misuse, fraud or security incidents;
- meeting legal, regulatory, insurance, accounting and record-keeping obligations; and
- handling complaints, disputes and warranty matters.
We do not sell personal information.
4. ServiceM8 and other service providers
Coolcare uses third-party systems and service providers to operate the business. These may include job-management, website-hosting, cloud-storage, email, SMS, telecommunications, payment, IT-support and professional-service providers.
We use ServiceM8 to help manage customer details, enquiries, jobs, service history, communications and related operational records. Information entered into our ServiceM8 account may be processed and stored using ServiceM8 and its infrastructure providers. You can read ServiceM8’s privacy information at ServiceM8 Privacy Policy.
We may also disclose information to suppliers, manufacturers, warranty providers, insurers, professional advisers, regulators or appropriately licensed subcontractors where this is reasonably necessary for the requested work or required by law.
5. Google Maps and address autocomplete
Our Book a Service and Get a Quote forms may use Google Maps Platform / Google Places to provide address suggestions and help complete suburb and postcode details.
When you use the address autocomplete feature, information you type into the address field and technical request information such as your IP address may be transmitted directly to Google for processing. Coolcare does not use this feature to automatically book an appointment or expose our technician schedule.
Google’s handling of information is governed by the Google Privacy Policy. Use of Google Maps Platform is also subject to the Google Maps Platform Terms.
6. Cookies and website technologies
Our website may use cookies or similar technologies where needed for website functionality, security and third-party services such as Google Maps/Places. If we introduce additional analytics, advertising or marketing technologies, we will update this policy and provide any notice or consent mechanism required by applicable law.
You can control cookies through your browser settings, although disabling some cookies or browser features may affect website functionality.
7. Direct marketing and service reminders
Where you have consented, or where otherwise permitted by law, we may use your contact details to send annual service reminders and occasional Coolcare offers by SMS or email.
You can opt out of marketing communications at any time by using an unsubscribe or opt-out option provided in the message, or by contacting us. Opting out of marketing does not prevent us from sending necessary operational communications about an enquiry, quote, appointment, job, invoice or warranty matter.
8. How we hold and protect personal information
Personal information may be held electronically in our business systems and service-provider platforms, and where necessary in business records. We take reasonable steps appropriate to our business to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.
These measures may include access controls, account authentication, staff access restrictions, reputable cloud and software providers, secure communications and appropriate backup and record-management practices. No method of electronic storage or transmission can be guaranteed to be completely secure.
9. Overseas processing and disclosure
Some of our technology providers operate globally, which means personal information may be processed or stored outside Australia.
ServiceM8 states that its platform stores data in multiple locations around the world, including Australia, the United States, Ireland, Singapore and Japan. Other providers, including Google and their service providers, may process information in other countries in accordance with their own privacy policies and service terms.
Where applicable, we take reasonable steps in relation to overseas handling of personal information consistent with our legal obligations.
10. Accessing or correcting your personal information
You may request access to personal information we hold about you, or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.
To make a request, contact our Privacy Contact using the details below. We may need to verify your identity before providing access or making a correction. We will respond within a reasonable period and may decline a request where permitted by law.
11. Retention and deletion
We retain personal information for as long as it is reasonably needed for the purposes for which it was collected, for ongoing customer and service-history requirements, or to meet legal, tax, warranty, insurance, accounting or dispute-resolution obligations.
When personal information is no longer reasonably required and we are not required to retain it, we will take reasonable steps to securely destroy it or de-identify it where appropriate.
12. Anonymous or pseudonymous enquiries
Where lawful and practicable, you may make a general enquiry without identifying yourself or by using a pseudonym. However, we will usually need sufficient identity, contact and property details to prepare a site-specific quotation, confirm an appointment, attend a property, perform work, issue an invoice or deal with a warranty matter.
13. Automated decisions
At the date of this policy, Coolcare does not use personal information in a computer program to make decisions that could reasonably be expected to significantly affect an individual’s rights or interests without human review.
Website tools may assist with information gathering or provide indicative guidance, but service acceptance, quotations, appointment confirmation and job decisions are reviewed by Coolcare personnel.
14. Privacy complaints
If you have a privacy concern or believe we have mishandled your personal information, please contact our Privacy Contact. Please provide enough detail for us to understand and investigate the issue.
We will review the complaint and respond within a reasonable period. If you are not satisfied with our response and the Privacy Act applies to the matter, you may be able to contact the Office of the Australian Information Commissioner (OAIC).
15. Privacy Contact
Privacy Contact — Coolcare Heating & Cooling Pty Ltd
23 Union Road, Dandenong South VIC 3175
Office / service base — visits by appointment
Phone: 03 9078 3862
Email: services@coolcare.com.au
16. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, website, service providers, technology or legal requirements. The current version will be published on this page with its latest update date.