Privacy Policy

1. Information we collect

Depending on your interaction with us, we may collect your name, contact details, address and property details; enquiry and lead source; quote and contract details; equipment, site photos and inspection notes; usage or bill information you choose to provide; eligibility documents for rebates or finance; payment and transaction records; support, complaint and warranty records; call recordings where recording occurs and you are notified; consent and communication preferences; and website or device data such as IP address, cookies and page interactions. For utility enquiries we may collect the current provider, supply address, account or meter identifier, plan and bill information reasonably needed for the comparison or application. We generally do not seek health or other sensitive information; if it is necessary, for example to convey relevant life support requirements to a retailer, we will explain the purpose and seek consent or rely on another lawful basis.

You may enquire without giving all requested details, but we may be unable to prepare an accurate quote or arrange work without the information needed for it.

2. Where information comes from

We collect information directly from you through forms, calls, messages, events, consultations, quotes and installation visits. We may also receive it from a person you authorise, a referral or advertising platform (including a lead form you submit), a contractor, installer, finance provider or utility provider in connection with your request. We record the source and relevant consent choices. We do not treat a request about installation products as permission to contact you about unrelated utility offers.

3. How we use it

We use information to respond to enquiries; assess and design systems; provide quotes; arrange installation, commissioning, warranty and customer support; process payments and finance requests; manage rebates, certificates and required records; verify authorisations; handle complaints and safety issues; maintain security and prevent fraud; improve our services; and comply with law. For a utility comparison or switch, we use the relevant details only to provide the service you requested and obtain any separate authorisation required before submitting an application.

We may contact you about your enquiry or existing agreement. We send promotional emails or texts, or make marketing calls, only where permitted by applicable law and our recorded consent choices. Consent for energy, gas and NBN offers is separate from consent for solar and other installation products. Every commercial electronic message will identify us and include a functional way to unsubscribe where required. You can change your preferences at info@firstclassenergy.com.au or use the opt-out/unsubscribe method in a message. We record and honour withdrawals.

4. Who receives information

We may share information as reasonably necessary with our installers, contractors, suppliers, logistics providers, distributors and meter service providers; rebate or certificate administrators; finance or payment providers you choose; energy, gas or NBN providers when you authorise an application; our customer management, phone, messaging, document, hosting and analytics providers; professional advisers; regulators and authorities when required or permitted by law. We ask service providers to protect the data and limit use to authorised purposes. We do not sell customer contact lists. We disclose information to a third party for its own marketing only with your appropriate consent.

5. Overseas handling

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. Customer information is maintained within our authorised business systems, including our monday.com workspace, with primary customer data hosted in Australia. Access is restricted to authorised First Class Energy personnel who require the information to perform their duties. We use appropriate administrative, technical and organisational safeguards to protect personal information.

6. Cookies and online advertising

Our website may use essential cookies, analytics and advertising pixels to operate pages, understand visits and measure campaigns. You can manage cookies through browser settings and any site controls we provide; disabling some cookies may affect site functions. A lead form on another platform is also subject to that platform's privacy policy. We should identify any use of uploaded customer lists or matched advertising audiences in a clear notice and apply appropriate consent choices before doing so.

7. Storage and security

We use reasonable technical and organisational safeguards, including access controls, staff permissions and service provider arrangements, to protect information against misuse, interference, loss and unauthorised access, modification or disclosure. We retain it only as long as needed for the purposes described, legal and tax obligations, warranty, dispute and consent evidence, then securely delete or de-identify it when appropriate. If a data breach is likely to cause serious harm, we assess and notify affected people and the regulator where the law requires.

8. Access, correction and complaints

You may ask to access or correct personal information we hold about you by contacting info@firstclassenergy.com.au. We may need to verify identity and will respond in accordance with law, explaining any lawful refusal and available complaint route. If you believe we mishandled your information, contact us with the details; we will investigate and respond within a reasonable time. If you are dissatisfied, you may complain to the Office of the Australian Information Commissioner at oaic.gov.au.

9. Updates

We may update this policy when our services or handling practices change. The current version and its effective date will be available on our website. We will give additional notice or seek consent where law requires. Changes to this policy do not themselves create new marketing consent.