Privacy Policy

1WHO WE ARE

Aura Solar & Electrical is the trading name of Aura Solar and Electrical Pty Ltd (ABN 61 698 020 370) (Aura, we, us, our). We provide solar, battery and electrical services across the Central Coast of NSW.

This policy explains how we handle personal information when you visit our website, contact us, request a quote, chat with our online assistant or become a customer.

We aim to manage personal information in line with applicable Australian privacy requirements, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply to us.

2WHAT INFORMATION WE COLLECT

Depending on how you deal with us, we may collect:

• your name and contact details
• your service or installation address
• information about your property and energy needs, such as electricity bills, meter and switchboard details, and site photos used to design and quote your system
• enquiry, appointment and job details
• correspondence, quotes, invoices and payment records
• warranty and service records needed to support your system after installation.

When you visit our website, technical information may also be collected, such as your IP address, browser or device information, pages viewed and interactions with the website or our advertising.

If you use our AI chat assistant, we may collect whatever you choose to share in that conversation. Please don’t include sensitive information unless it is necessary.

3HOW WE COLLECT AND USE INFORMATION

We usually collect information directly from you, for example when you submit an online enquiry or ServiceM8 form, use our website chat, call, email or speak with us, or engage us to carry out work. We may also receive relevant enquiry details from authorised service providers or referral partners.

We use information to:

• answer your questions and assess service enquiries
• prepare quotes and arrange appointments and installations
• manage customer relationships and accounts
• respond to warranty and service requests
• maintain our website and measure how well our advertising works
• protect our systems and comply with our legal obligations.

If we send you marketing communications, we will only do so as permitted by law, and we will give you an easy way to opt out.

4FORMS, SERVICEM8 AND AI CHAT

Our website may direct you to forms hosted by ServiceM8, which we use to manage customer enquiries and jobs. Although these forms may open on a separate web address, information you submit for an Aura enquiry is used by Aura to follow up and provide our services. ServiceM8 handles the information within its platform under its own terms and privacy practices.

Our website also uses a UChat-powered AI assistant to answer general questions and help with enquiries. Information you provide through the chat may be processed by UChat and made available to authorised Aura staff so we can follow up with you. The chat assistant is not a substitute for advice tailored to your property or installation.

5GOOGLE ANALYTICS, GOOGLE ADS AND COOKIES

We use Google Analytics 4 to understand how people use our website, and Google Ads to advertise and measure the effectiveness of our campaigns. These services may use cookies or similar technologies to collect device, browser and interaction data, depending on our settings and yours.

You can manage or block cookies through your browser settings, and control ad personalisation through your Google account settings. Google handles this information under its own privacy policy, available at policies.google.com/privacy.

6WHO MAY RECEIVE YOUR INFORMATION

We may share information with Aura employees and authorised contractors, and with suppliers and service providers who support our website, forms, job management, customer communications, AI chat, hosting, email, payments and professional advice, to the extent they need it to do their work.

Where it is part of delivering your installation, we may also provide information to your electricity distributor (for network connection approvals), to agents who process government incentive certificates for your system, and to a finance provider if you choose to apply for finance through one. Those organisations handle your information under their own privacy policies.

We may also disclose personal information where required or authorised by law, or with your consent. We do not sell your personal information.

7OVERSEAS HANDLING

Some of our service providers may process or store information outside Australia. ServiceM8 states that it stores customer data in several locations, including Australia, the United States, Ireland, Singapore and Japan. Google services and UChat may also involve processing outside Australia, depending on the services and settings used.

Where Australian privacy law applies to an overseas disclosure, we take the reasonable steps that law requires. For details about a particular provider, please contact us.

8SECURITY AND RETENTION

We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. Information may be stored in our business systems and in those of our authorised service providers.

We keep information for as long as reasonably needed to manage enquiries, deliver our services, meet warranty and record-keeping requirements and comply with the law. When it is no longer needed, we take reasonable steps to destroy or de-identify it.

9ACCESS, CORRECTION AND CONCERNS

You can contact us to ask for access to the personal information we hold about you, to ask us to correct details that are inaccurate or out of date, or to raise a privacy concern. We may need to verify your identity, and some access requests may be subject to exceptions allowed by law.

We will consider any privacy complaint and respond within a reasonable time. If you are not satisfied with our response and the Privacy Act applies, you may be able to contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

10CHANGES TO THIS POLICY

We may update this policy from time to time to reflect changes to our services, business practices, technology or the law. The latest version will always be available on our website.

11CONTACT AURA

For any questions about this policy or your personal information, please contact us: