Privacy Policy

eHomes Australia Pty Ltd (ABN 80 642 102 056) ("eHomes", "we", "us", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, hold, use, and disclose your personal information in compliance with the Privacy Act 1988 (Cth), the Australian Privacy Principles ("APPs"), the Spam Act 2003 (Cth), the New Energy Tech Consumer Code, and the Clean Energy Council Approved Retailer Code.

1. What we collect

The personal information we collect depends on how you interact with us. It may include:

• Your name, address, postcode, phone number, and email address
• Property information including roof orientation, age, and existing electrical setup
• Energy bill information you choose to share (current retailer, kWh usage, charges)
• Financial information needed to process finance applications (where applicable, handled by our accredited finance partners — see Section 5)
• Identification documents required for rebate processing (e.g. photo ID, proof of address) where the rebate scheme requires it
• Records of communication between you and eHomes (calls, emails, SMS, form submissions)
• Technical information including IP address, browser, device, and pages visited (see Section 6 — Cookies and tracking)

We do not knowingly collect sensitive information (as defined under APP 3) unless you provide it voluntarily and it is necessary for the service.

2. How we collect it

We collect personal information directly from you when you:

• Submit a quote request, contact form, or support ticket on our website
• Phone, email, or message us
• Sign a quote, contract, or finance agreement
• Allow our installers onto your property
• Participate in surveys, promotions, or post a review

We may also receive information from third parties — for example, our finance partners, rebate scheme administrators, our subcontractor installers (where applicable), and energy retailers (where you authorise us to retrieve bill information on your behalf).

3. Why we collect it

We use your personal information to:

• Quote, design, and deliver your installation
• Process Federal STC certificates and state-level rebates on your behalf as your authorised agent
• Coordinate with our installers and any subcontractors required for the install
• Provide warranty support and post-install service
• Facilitate finance applications with our accredited finance partners (with your consent)
• Comply with legal obligations including tax, electrical safety, and rebate-scheme reporting
• Send you marketing communications about our services, rebates, and offers — only where you have consented (see Section 4)
• Improve our services, train our staff, and resolve complaints

4. Marketing communications and consent

We will only send you marketing communications where you have given express consent — for example, by submitting a quote form that clearly states submission constitutes consent, or by ticking an opt-in box.

Every marketing email and SMS we send includes a clear unsubscribe option. You can also opt out at any time by emailing hello@ehomes.au.

Withdrawing consent does not affect the lawfulness of any communication sent before you opted out, and does not stop us from contacting you about an active enquiry, an in-progress installation, or warranty matters — those are part of providing the service you asked for.

5. Who we share it with

We share your personal information only where necessary to deliver our service or where required by law:

• Subcontractor installers where they perform any part of your installation. They are bound by confidentiality and privacy obligations equivalent to ours.
• Rebate-scheme administrators including the Clean Energy Regulator (STC), South Australian Government (Home Battery Scheme), Solar Victoria, and any other state authority where you have authorised us to claim a rebate on your behalf.
• Finance partners when you apply for finance through us. We share only what is necessary to process the application.
• Manufacturer warranty processors (panel, inverter, battery) to register your product warranty.
• Service providers who help us run our business — accounting, IT hosting, customer support tools, marketing platforms, payment processors. They are contractually required to protect your information.
• Legal and regulatory bodies where we are required by law to disclose, including the Australian Taxation Office, electrical safety regulators, and dispute-resolution bodies.

We do not sell your personal information to third parties. Some of our service providers may store data outside Australia (typically the United States or European Union); where that occurs, we take reasonable steps to ensure overseas recipients comply with the APPs.

6. Cookies and tracking

Our website uses cookies and similar technologies to:

• Remember your preferences and form inputs
• Measure how visitors use the site (Google Analytics 4)
• Measure the effectiveness of our advertising on Google Ads and Meta (Facebook/Instagram), including conversion tracking via the Meta Pixel
• Provide essential website functionality

You can disable cookies in your browser settings. Doing so may affect site functionality but will not prevent you from contacting us by phone or email.

7. How long we keep it

We keep your personal information only as long as needed for the purposes described in this Policy, or as required by law. Indicative retention periods:

• Quote enquiries that don't proceed: 24 months from last contact
• Customer install records: 7 years (taxation and electrical safety record-keeping requirements)
• Warranty records: duration of warranty plus 2 years
• Marketing-consent records: until you withdraw consent, plus 12 months evidentiary retention

When information is no longer required, we destroy or de-identify it in accordance with APP 11.

8. Storage and security

We store personal information in secure, access-controlled systems including our customer relationship management platform (Pipedrive), our quoting platform, and our office systems. Access is limited to staff and contractors who need it to do their job.

We take reasonable steps to protect your information from misuse, interference, loss, unauthorised access, modification, or disclosure. No internet transmission is ever 100% secure; if a notifiable data breach occurs, we will comply with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act.

9. Your rights — access, correction, complaints

Under APP 12 and APP 13 you have the right to:

• Ask what we hold about you — we will provide it within 30 days
• Ask us to correct it if anything is inaccurate, out of date, or incomplete
• Ask us to delete it where retention is no longer required by law or our service
• Withdraw your marketing consent at any time

Send any request to hello@ehomes.au with the subject line "Privacy request" or post to the address in Section 11.

If you're not satisfied with how we handle your request or a privacy complaint, you can escalate to the Office of the Australian Information Commissioner (OAIC) — oaic.gov.au · 1300 363 992.

10. Updates

We may update this Policy from time to time. The "Last updated" date at the top of the page reflects the most recent change. Material changes — for example a new category of recipient or a new third-party tracking technology — will be communicated via the website and, where you are an active customer, by email.

11. Contact us

eHomes Australia Pty Ltd
ABN 80 642 102 056
3/55 Gawler Place, Adelaide SA 5000
hello@ehomes.au
1300 008 088