Privacy Policy

Last updated: 12 November 2026

The short version. We collect your details so we can check what your home qualifies for, quote, install and look after your upgrade, and claim program discounts on your behalf. We share them only with the people who help us do that, or when the law says we must. You can ask to see or fix your details, or stop marketing, at any time by emailing [email protected].

1. About this policy

This policy explains how SAFE PLANET PTY LTD (ABN 33 635 983 229), trading as Safe Planet, handles personal information. In this policy "we", "us" and "our" mean Safe Planet. We follow the Privacy Act 1988 (Cth), including the Australian Privacy Principles.

Personal information is information or an opinion about you that identifies you, or could reasonably identify you. This policy applies to our website, our phone calls and messages, home assessments, installations and after sales care.

2. What we collect

We only ask for what we need. Depending on how you deal with us, this can include:

• Contact details: your name, phone number, email address and postcode or suburb.
• Property details: the address of the home, whether you own or rent it, and details of your current heating, cooling, hot water, solar or battery setup.
• Program details: what we need to check and claim a government energy program discount, such as the signed program forms, details of the old and new products, and photos of the site and of the installed products.
• Records of contact: notes from our conversations, emails, text messages, and recordings of phone calls with our team.
• Job details: your quote, agreement, payment status, installation, warranty and any service or complaint history.
• Website and advertising data: how you reach and use our website, such as pages viewed, the ad or link you clicked, device and browser type and approximate location. See section 9.

We do not ask for sensitive information, such as health details or religious beliefs. If you choose to share it with us, for example to explain why a time does or does not suit you, we only use it for that reason.

3. How we collect it

Most of the time we collect information straight from you, when you:

• fill in a form on our website or on one of our landing pages;
• fill in a lead form inside a Facebook, Instagram or Google ad;
• call us, text us, email us or talk to us during a home assessment or installation.

We may also receive information about you from someone else, such as a person who refers you to us, a person who lives with you and books the assessment, or a program body checking work we have done. If we receive details we did not ask for and do not need, we will destroy or de-identify them if it is lawful and reasonable to do so.

4. Why we use it

We use your information to:

• reply to your enquiry and book your free home assessment;
• check whether your home qualifies for a government energy program discount;
• prepare quotes, agreements and invoices;
• install, commission and service your products, and handle warranty claims;
• lodge program paperwork and keep the records the programs require (see section 5);
• answer questions and complaints;
• train our team and check the quality of our calls and service;
• send you information about our products and offers, if you have not opted out (see section 10);
• measure and improve our website and advertising; and
• meet our legal duties, such as tax, consumer law and program rules.

If you do not give us the information we ask for, we may not be able to assess your home, quote, install, or claim a program discount for you.

5. Government energy programs

We are an accredited provider under the Victorian Energy Upgrades (VEU) program, which is run by the Essential Services Commission (ESC). To give you a VEU discount we must collect certain details, record them on program forms, and give them to the ESC so it can create energy efficiency certificates. The ESC, and auditors working for it, may use these details to check the work and may contact you to ask about it. The ESC explains how it handles your information on its own website.

For solar panels and batteries, discounts under the federal Small scale Renewable Energy Scheme are created as small scale technology certificates (STCs). The details of the system, the installer and the address are given to the Clean Energy Regulator, and may be passed through a registered agent that creates the certificates.

We give program bodies only what the program requires.

6. Who we share it with

We never sell your personal information. We share it only as needed with:

• our installers and contractors who visit or work on your home;
• the program bodies and agents described in section 5;
• businesses that provide our tools, such as our customer records system, phone and text messaging services, email, website hosting, and advertising and analytics services;
• a finance partner, only if you apply for finance through us. We tell you who the finance partner is when you apply;
• product makers and suppliers, where needed for a warranty claim;
• our professional advisers, such as accountants, lawyers and insurers; and
• government agencies, regulators or courts, when the law requires or allows it.

We also share information when you ask us to, or agree to it.

7. Sending information overseas

Some of the service providers that store or process your information for us are based outside Australia, so your information may be held overseas:

• Customer records, calls and messages: our customer records system (HighLevel) stores data with Google Cloud and Amazon Web Services in the United States.
• Website analytics and ads: Google and Meta (Facebook and Instagram) may store and process data in the United States and other countries where they run data centres.

We choose well known providers and take reasonable steps, such as their contract terms and our access controls, so that your information is handled in line with the Australian Privacy Principles.

8. Phone calls and messages

• Calls with our team may be recorded for quality, training and our records. Recordings are kept in our customer records system and are not shared outside our business.
• Some of our phone numbers are tracking numbers. They show us which ad or page led to your call.
• If we miss your call, our system may send you an automatic text message so you know we will call you back.

9. Cookies and tracking

Our website uses cookies and similar tools. A cookie is a small file saved by your browser. We use:

• Google Tag Manager to load our other tools;
• Google Analytics to understand how people use our website;
• Google Ads and the Meta Pixel to measure which ads lead to enquiries and to show our ads to people who have visited our website.

These tools can collect your IP address, device and browser details, pages viewed and the ad you clicked. When you send a form, we tell Google and Meta that an enquiry happened so we can measure our ads. We do not send them the contents of your form.

We may also share a scrambled (hashed) version of your email address or phone number with Google and Meta, so they can measure which ads led to an enquiry, show you fewer ads for things you already have, and find people similar to our customers. Hashing turns your details into a code, so Google and Meta use it only to match accounts they already hold. You can ask us at any time to stop using your details this way.

You can control this:

• block or delete cookies in your browser settings (some parts of the website may not work as well);
• install the Google Analytics opt out browser add on;
• change your ad choices in Google ad settings and in your Facebook or Instagram ad preferences.

10. Marketing and how to opt out

If you have asked for a quote or are a customer, we may follow up and send you emails and text messages about your enquiry, our products, offers and program changes. Every marketing message tells you how to stop: use the unsubscribe link in an email, or reply STOP to a text message. You can also ask us to stop at any time by phone or email. We will act on your request within 5 working days and there is no cost.

We follow the Spam Act 2003. For phone calls we follow the Do Not Call Register Act 2006: we do not cold call or door knock, we only call people who have contacted us or asked us to call, and we stop calling if you ask, even if your number is not on the Do Not Call Register.

11. Automated decisions

We do not use computer programs to make decisions about you that significantly affect your rights or interests without a person being involved. Our team decides what you qualify for and what we quote. If this changes, we will update this policy to explain the decisions and the kinds of information used.

12. Dealing with us without your name

You can browse our website and ask general questions without telling us who you are. To assess your home, quote, install or claim a program discount we need your real name and address, so we cannot do those things anonymously.

13. How we keep it safe and how long we keep it

We store your information in secure online systems. Access is limited to the people who need it for their work, protected by logins with multi factor authentication on our customer system, and our website sends form details over an encrypted connection.

We keep customer records, including call recordings, for 7 years after our last dealing with you, so we can handle warranties, complaints, tax and program record rules. After that, or sooner if we no longer need it, we delete the information or remove the details that identify you.

14. If there is a data breach

If your information is lost or accessed without permission and this is likely to cause you serious harm, we will notify you and the OAIC (Office of the Australian Information Commissioner), as the Notifiable Data Breaches scheme requires, and tell you what you can do to protect yourself.

15. Seeing and fixing your information

You can ask for a copy of your personal information that we hold, or ask us to correct it if it is wrong, out of date or incomplete. Email [email protected] or call 0468 054 137. We will check your identity first and reply within 30 days.

Asking is free. If giving you access takes a lot of work, we may charge a reasonable cost and will tell you first. If we cannot give you access or make a correction, we will tell you why in writing and how to complain.

16. Privacy complaints

If you think we have mishandled your personal information, please contact our Privacy Officer first:

• Email: [email protected] (subject line "Privacy complaint")
• Phone: 0468 054 137
• Post: Privacy Officer, SAFE PLANET PTY LTD, 36 Nexus Rd, Epping VIC 3076

We will confirm we have your complaint within 5 working days, look into it, and give you our answer in writing within 30 days.

If you are not happy with our answer, you can complain to the Office of the Australian Information Commissioner: visit oaic.gov.au or call 1300 363 992.

17. Other websites

Our website links to other websites, such as government program pages. Their owners decide how they handle your information, so please read their privacy policies.

18. Changes to this policy

We review this policy from time to time and post any new version on this page with a new "last updated" date.

19. Contact us