This policy explains how RR Electrical Services Pty Ltd (ABN 59 147 885 872), trading as Real Response Electrical (“we”, “us”), handles personal information. We follow the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth).
What we collect
We collect only what we need to respond to you and to provide our services:
- Quote requests: your name, phone number, email address, the property address, the services you’re interested in, your message, and any file you choose to attach (for example a power bill or a photo of your switchboard).
- Contact messages: your name, phone number, email address and message.
- Support requests: your contact details, the address of the installation, and a description of the issue.
- Referrals: your name, phone and email, and the name, mobile number, email address and property address of the person you refer. Please only refer someone who has agreed to be contacted by us (see Referrals).
- Guide downloads: your first and last name and email address, and whether you’d like us to contact you about solar and batteries.
- Website use: with your consent where required (see Cookies and analytics), how you use our website, the ad you arrived from, and technical details such as your browser type.
We never ask for bank details through this website.
Why we collect it
We use your information to prepare quotes, arrange site visits, install and support your system, run the referral program and pay rewards, send you the guide you asked for, reply to your enquiries, meet our legal obligations (for example, grid connection and certificate of compliance records), and understand which of our advertising works.
We send marketing only if you’ve opted in, and every marketing message lets you unsubscribe. Replies about your own enquiry or job are not marketing.
Referrals
When you refer someone, you give us their personal information, so we collect it from you rather than from them. You must only refer someone who has agreed to be contacted by us. When we contact them, we’ll tell them who we are, that you referred them, why we’re getting in touch, and how to find this policy. If they ask us not to contact them, we won’t, and we’ll delete their details. If a referred person doesn’t become a customer, we delete their details from our referral records within 6 months.
How we store it
When you submit a form, it’s emailed to our office inbox and recorded in a spreadsheet in our business Google Workspace. Only named staff accounts can open it. New enquiries, referrals and guide requests go to our sales inbox, and support requests to our support inbox.
If you attach a file to a quote request, it’s uploaded to secure, private storage and emailed to our office, and then deleted from that storage. Any file that can’t be emailed is kept only until our team has dealt with it, and for no more than 3 days.
We keep enquiry records for 24 months unless you become a customer, in which case we keep job records for as long as the law requires.
We take reasonable steps to protect personal information from misuse, loss and unauthorised access. Our website is served over HTTPS and our forms are protected against automated abuse.
Who we share it with
We share personal information only as needed to provide our services, for example with licensed installers, inspectors, electricity distributors and retailers for your grid connection, and manufacturers for warranty claims. We also use these service providers, which are located in the United States and may store data there (APP 8):
| Provider | What it does for us |
|---|---|
| Vercel Inc. | Hosts this website, runs our form handling, and temporarily stores files attached to quote requests |
| Resend | Sends form notification and confirmation emails |
| Google LLC | Email and spreadsheets (Google Workspace), address suggestions as you type an address (Google Maps Platform), Google Tag Manager, Google Analytics and Google Ads |
| Cloudflare, Inc. | Turnstile spam protection on our forms |
We don’t sell personal information.
Collection notice
This is the notice shown with every form on our website (APP 5).
RR Electrical Services Pty Ltd collects the details in our forms to respond to your request: to prepare your quote and arrange a site visit if one is needed, reply to your message, look into your support request, run the referral program and contact the person you’ve referred, or send you the guide you asked for. If you don’t give us the required details, we can’t respond to your request. We keep your details in our office email and a business spreadsheet, and the service providers listed above may store them in the United States. As you type an address, Google Maps Platform receives what you type so it can suggest matching addresses. This policy explains how to access or correct your information, and how to make a complaint.
Cookies and analytics
We use Google Tag Manager, Google Analytics and Google Ads to measure how our website is used and which ads lead to enquiries. Details of each cookie are in our cookie policy.
- In Australia and most countries, these cookies are on by default. You can turn off optional cookies at any time with one click, using the cookie notice or Cookie settings in the footer. We also respect the Global Privacy Control signal your browser may send.
- In the European Economic Area, the UK and Switzerland, optional cookies stay off unless you opt in.
If you arrive from a Google ad, we may keep the ad click identifier (such as gclid) with your enquiry, but only if you’ve allowed advertising cookies. That lets us tell Google Ads which ads led to a customer. We may also send Google a one-way encrypted (hashed) copy of the email address or phone number you submit (“enhanced conversions”), again only if you’ve allowed advertising cookies. We never put your name, email, phone or message into analytics.
Automated decisions
We do not use personal information to make decisions about you by automated means. People make every decision about quotes, referrals and support.
Accessing and correcting your information
You can ask for a copy of the personal information we hold about you, or ask us to correct it, by contacting us at sales@realresponseelectrical.com.au or 1300 334 114. We’ll respond within 30 days.
Complaints
If you have a privacy concern, please contact us first and we’ll try to resolve it within 30 days. If you’re not satisfied, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.
Contact
RR Electrical Services Pty Ltd2/50 Gwen Road, Cranbourne West VIC 3977
sales@realresponseelectrical.com.au · 1300 334 114
We may update this policy from time to time. The date at the top shows when it last changed.