Privacy Policy

Last updated: 28 September 2026

Respecting your privacy

Electrica Co is committed to supporting the Australian Privacy Principles for the fair handling of personal information. These principles set standards for the collection, use, disclosure, storage of and access to personal information. We handle personal information in accordance with the Privacy Act 1988 (Cth), its amendments and the Australian Privacy Principles.

Personal information may include your name, residential or mailing address, telephone number, email address, company and role, service and booking details, transaction details, financial information, correspondence, and digital information such as your IP address, device or browser information and advertising or website interaction identifiers.

We maintain procedures intended to ensure personal information is handled sensitively and securely. This policy explains what we collect, why we collect it, how we use and disclose it, and how you may access, correct or request deletion of information we hold.

Collection of your personal information

We collect only information reasonably relevant to our business relationship with you and the services you request. We may collect personal information:

1. directly from you by telephone, email, online form or correspondence;
2. when you register, request a service, make a booking or payment, or otherwise deal with us;
3. when you use our website, including through cookies and similar technologies that record pages viewed, form and booking interactions, referring pages, advertising campaign identifiers and device information;
4. from service providers that help us operate our website, bookings, communications, payments, analytics and advertising; and
5. from other lawful sources, including credit-reporting agencies where relevant.

How we use and disclose personal information

By providing personal information to us, you acknowledge that we may use or disclose it for the purpose for which it was collected and for related business purposes, including to:

• respond to, arrange and provide requested electrical or appliance-repair services;
• manage bookings, jobs, invoices, payments, warranties and customer communications;
• verify identity, protect against fraud, meet safety requirements and comply with legal obligations;
• operate, secure and improve our website, systems, services and customer experience;
• measure the effectiveness of our advertising and understand whether advertising leads to enquiries, bookings, completed jobs or paid work; and
• work with service providers that support our operations, including website hosting, job management, analytics, advertising, communications and payment services.

We do not sell personal information.

Website analytics, advertising and conversion measurement

We use services including ServiceM8, Google Analytics and Google Ads to manage online bookings, understand website use, measure advertising performance and improve our services.

When you submit an enquiry or booking, and when the resulting job is later booked, completed or paid, we may use limited first-party information to measure that outcome against an earlier interaction with our advertising. Depending on the service and measurement method, this information may include your email address, telephone number, address, booking or job reference, transaction value, conversion time and an advertising click or campaign identifier.

Where enhanced conversion matching is used, contact details are normalised and cryptographically hashed before or as they are securely transmitted through authorised Google tools. Google uses the information to match the conversion with relevant advertising interactions and provide conversion reporting. We use this reporting to understand advertising effectiveness, reduce duplicate counting and improve our services and advertising.

Google states that enhanced-conversion information is used to provide measurement and related services and is handled under its customer-data and data-processing terms. You can read more in Google’s Privacy Policy and Google’s enhanced-conversion information. ServiceM8’s handling of information is described in its Privacy Policy.

Cookies and similar technologies

Our website and service providers may use essential, analytics and advertising cookies or similar technologies. These help the website function, remember settings, understand website activity, attribute enquiries and bookings to advertising, and improve advertising measurement.

You can restrict cookies through your browser settings. You can also manage Google advertising personalisation through Google My Ad Centre and use the Google Analytics opt-out browser add-on. Restricting cookies may reduce some website or measurement functionality but will not prevent you from contacting us directly.

Overseas processing and service providers

Some service providers may process or store information outside Australia, including in the United States and other countries in which they or their authorised service providers operate. Privacy protections in those countries may differ from Australian law. We take reasonable steps appropriate to the circumstances to select reputable providers, use available contractual and security protections, and require information to be handled for authorised purposes.

Security and retention

We use reasonable administrative, technical and physical safeguards intended to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure. No internet transmission or storage system is completely secure.

We retain personal information only for as long as reasonably required for the purposes described in this policy, to provide services, maintain business and warranty records, resolve disputes and meet legal, accounting or reporting obligations. When it is no longer required, we take reasonable steps to delete or de-identify it.

If you do not provide personal information

You are not required to provide requested personal information. However, if you withhold information needed to identify you, contact you, arrange a booking or safely provide a service, we may be unable to provide the relevant product or service. Optional analytics or advertising measurement is not required for us to provide electrical services.

Access, correction and deletion

You may contact us to request access to personal information we hold about you, ask us to correct inaccurate information, or request deletion where we are not required to retain it. We will respond in accordance with applicable law. If we refuse a request, we will explain the reason where required.

Providing information about another person

If you provide personal information about another person, you confirm that you are authorised to provide it and will make that person aware of who we are, how we use and disclose their information, and how they may contact us.

Privacy questions and complaints

For questions, access or correction requests, deletion requests or privacy complaints, contact Electrica Co at 1300 313 006 or info@electricaco.com.au. Please describe the issue and provide suitable contact details. We will acknowledge and investigate privacy complaints and aim to respond within a reasonable time.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

Changes to this policy

We may update this policy when our practices, service providers or legal obligations change. The current version and its effective date will be published on our website.