Introduction

Nexa Electrical Solutions (“Nexa”, “we”, “us” or “our”) is committed to protecting your privacy. This Privacy Policy outlines how we collect, use, disclose, and protect your personal information when you interact with our website (https://www.nexaelectricalsolutions.com.au) or use our electrical installation, maintenance, and repair services in New South Wales (NSW) and Queensland (QLD), Australia. We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), ensuring that we handle personal information in accordance with Australian law and your rights. By providing us with your personal information or using our services, you agree to the terms of this Privacy Policy.

Personal Information We Collect

We only collect personal information that is reasonably necessary for our business functions and activities. The types of personal information we may collect include:

• Contact Details: Name, email address, phone number, and residential or business address.
• Service Details: Information related to your service requests or bookings, such as details of the electrical issue, property type or access requirements.
• Billing Information: Payment details (e.g. credit/debit card information) and transaction history for services, as well as billing address for invoicing.
• Website Usage Data: When you visit our website, we may collect information such as your IP address, browser type, device information, and browsing behaviour via cookies or analytics tools. This may include pages visited, time spent, and referring sites.
• Other Information: Any other personal details you provide to us voluntarily (for example, when you fill out a contact or booking form, send us an email, or communicate with our team), or that are required for specific services (such as access instructions or special requirements for a job).

We do not actively collect any sensitive personal information (such as details of health, race, religion, etc.) unless it is voluntarily provided by you and directly relevant to our service (which is uncommon for electrical services). We will only collect sensitive information with your consent or as otherwise permitted by law.

How We Collect Personal Information

We collect personal information in fair and lawful ways, including:

• Directly from You: Most information is collected directly from you. This happens when you submit information through our website forms (e.g. requesting a quote or booking a service), contact us via phone or email, or provide details to our electricians in person during service visits.
• Through Our Website and Cookies: Our website uses cookies and similar tracking technologies to enhance user experience and gather usage data. Cookies are small text files stored on your browser. They help us recognize you on subsequent visits, remember your preferences, and understand how you use our site. We may use cookies for analytics (to improve our website and services) and for essential website functionality. (See Cookies and Website Tracking below for more detail.)
• Third Parties: In some cases, we might receive personal information from third parties. For example, if you were referred to us by a partner or if a property manager or builder provides your details to coordinate services. If we receive information about you from a third party and it’s not already obvious that we have it, we will take reasonable steps to inform you.
• Public Sources: We generally do not collect information from public sources, but if necessary (for instance, to confirm business contact details or licensing information), we would only collect publicly available information that is relevant and lawful.

When we collect personal information, we will where appropriate inform you of the purpose and use at the time of collection (for example, through this policy and any relevant collection notices on our forms).

How We Use Your Personal Information

Nexa uses your personal information primarily to provide and improve our electrical services. The purposes for which we collect and use personal information include:

• Service Provision: To schedule and carry out electrical services you request, such as installations, maintenance, repairs, or emergency call-outs. We use your contact and address details to book appointments, dispatch electricians to your location, and perform the required work.
• Communication: To communicate with you regarding your bookings, service reminders, job updates, and customer support. This includes sending confirmations, invoices, receipts, and any important notices about your service (e.g. changes to appointment times or follow-up information).
• Payments and Invoicing: To process payments for our services and issue official invoices or receipts. For example, if you pay online via our website, we (or our third-party payment processor) will use your payment details to complete the transaction.
• Customer Service and Support: To address enquiries, complaints, or feedback. If you contact us with a question or issue, we will use your information to respond and resolve matters as needed.
• Marketing and Updates (Opt-in): With your consent or as otherwise permitted by law, we may use your contact information to send you promotional materials, news about our services, special offers, or satisfaction surveys. You can opt out of marketing communications at any time (see Your Rights and Choices below). We will not spam you, and all marketing emails will include an easy way to unsubscribe.
• Improving Our Services: To analyse service performance and customer satisfaction. For instance, we might review job details and feedback to improve our scheduling, or use website analytics data to enhance user experience on our site.
• Legal Compliance and Protection: To comply with legal obligations (such as record-keeping for taxation or regulatory purposes) and to protect our legal rights. For example, we may use or disclose personal information as required to enforce our Terms of Service, to ensure safety at work sites, or to meet requirements of authorities or insurers.

We will not use your personal information for purposes other than those above without your consent, or unless we are permitted or required by law. If we ever need to use your data for a new purpose not covered here, we will notify you and seek consent where required.

Disclosure of Personal Information

Nexa Electrical Solutions respects the confidentiality of your personal data. We do not sell your personal information to third parties. However, we may share or disclose personal information in a few scenarios, as outlined below, and always in accordance with privacy laws:

• Employees and Contractors: We may share relevant personal details with our employees, licensed electricians, or subcontractors who need the information to perform services for you. For example, an electrician will receive your name, address, and contact details to carry out the booked job at your site. All such personnel are bound by confidentiality and legal obligations to protect your information and only use it for the intended purpose.
• Service Providers and Partners: We use trusted third-party service providers to help us run our business and deliver services to you. This includes:
  • Payment Processors: for secure processing of online payments (your credit card details may be handled by a PCI-compliant payment gateway – we do not store your full card details on our servers).
  • Technology Providers: such as web hosting services, customer relationship management (CRM) systems, booking software, or email/SMS providers that assist us in managing bookings and communications.
  • Professional Advisors: like accountants, auditors, or legal advisors, but only as necessary for their services to us and under duties of confidentiality.
• Compliance with Law: We may disclose personal information if required by law or legal process. For instance, we might need to share information in response to a subpoena, court order, lawful request by a government authority, or to comply with mandatory reporting obligations. We will only do so after verifying the request is legitimate and only provide information to the extent required.
• Protection of Rights and Safety: If necessary, we may share information to enforce our Terms of Service or other agreements, to investigate or assist in preventing security threats, fraud or other malicious activity, or to protect the rights, property, or safety of Nexa, our customers, or the public. This could include exchanging information with law enforcement or other companies for fraud prevention or safety purposes.
• Business Transfers: In the unlikely event that Nexa Electrical Solutions undergoes a business transition such as a merger, acquisition, or sale of assets, personal information held by us may be one of the transferred assets. We will ensure the confidentiality of any personal information involved in such a transaction and provide notice before any personal data is transferred or becomes subject to a different privacy policy.

Where we disclose personal information to third parties (such as subcontractors or service providers), we take reasonable steps to ensure those parties are bound to keep your information secure and use it only for the purposes for which we engaged them. We aim to minimise the personal data shared and will anonymise data where possible.

We do not usually disclose your personal information to overseas recipients. Our operations and servers are based in Australia. If in the future we need to use cloud services or other providers that store data overseas, we will update this policy and ensure any overseas transfers comply with APP requirements (for example, by transferring only to countries with adequate privacy protections or with your consent).

Data Security and Storage

We take data security seriously at Nexa. We have implemented reasonable and appropriate measures to protect the personal information we hold from misuse, interference, loss, and from unauthorised access, modification, or disclosure. These measures include:

• Secure Storage: Personal information is stored on secure servers or encrypted cloud storage systems with restricted access. Physical documents (if any) are kept in secure premises. We use industry-standard security practices and continuously update our safeguards to address new threats.
• Access Controls: Only authorised personnel (such as Nexa staff or contractors who need information to perform their job) are permitted to access personal data. All employees and contractors are subject to confidentiality obligations.
• Encryption and Security Technologies: For any sensitive information (like payment details), we use encryption protocols (for example, SSL/TLS) during transmission. Our website is secured via HTTPS to protect data submitted online. We rely on PCI-DSS compliant third-party payment processors so that your financial information is handled with high security standards.
• Regular Monitoring: We monitor our systems for possible vulnerabilities and attacks, and we maintain up-to-date antivirus, firewall, and other protective software. We also ensure our team is trained to identify and handle personal information securely.
• Data Retention and Disposal: We will retain your personal information only for as long as it is needed for the purposes described in this policy or as required by law (for example, we may need to retain records for a certain period to comply with tax or accounting requirements). When personal information is no longer required, we will take reasonable steps to destroy it or permanently de-identify it in a secure manner.

While we strive to protect your data, please note that no method of transmission over the Internet or electronic storage is 100% secure. Therefore, although we work to safeguard your information, we cannot guarantee absolute security. In the unlikely event of a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by law.

Cookies and Website Tracking

Our website uses cookies and similar technologies to improve your browsing experience and to collect information about how our website is used. Cookies are small text files placed on your computer or device when you visit a website. They allow the website to remember your actions or preferences over time. We may use cookies to:

• Enable Website Functionality: Some cookies are essential for the website to function properly. For example, they may be used to remember your input in forms as you navigate between pages, or to keep you logged in if our site offers account features.
• Analytics: We use analytics tools (such as Google Analytics or similar) that employ cookies to collect information about site traffic and user interactions. This data helps us understand which pages are most popular, how users find our site, and how we can improve our content and website design. The information collected is generally aggregated and not intended to identify you personally.
• Preferences: Cookies can remember preferences you set on our site, so that we can provide a more personalised experience (for instance, remembering your region or certain selections to avoid re-entry).

By using our website, you are deemed to consent to our use of cookies. You have choices in relation to cookies: most web browsers automatically accept cookies, but you can usually modify your browser settings to decline or delete cookies if you prefer. Note that blocking cookies may affect the functionality of our site – for example, you might not be able to use certain features.

We may also use other tracking technologies like web beacons or pixels in our email communications or website, which work in conjunction with cookies to understand user engagement. Any information collected via cookies and similar tools is treated in accordance with this Privacy Policy. It primarily helps us enhance our services and marketing, and the data is not used to personally identify you except where you have provided consent or where it is necessary to troubleshoot issues.

For external resources that we integrate on our site (such as maps, payment gateways, or social media links), those third parties may set their own cookies. We do not control the data collected by third-party cookies and refer you to their respective privacy policies. However, we endeavour to work only with reputable providers that uphold strong privacy and security standards.

Accessing and Correcting Your Information

Your Rights: Under the Australian Privacy Principles, you have the right to request access to the personal information we hold about you, and to request corrections or updates if you believe the information is inaccurate, out-of-date, or incomplete. We encourage you to keep your information with us up to date so we can serve you best.

• Access Requests: You may contact us (see Contact Us section below) to request a copy of the personal information we hold about you. We will need to verify your identity before releasing data to ensure we don’t disclose information to the wrong person. Access requests are generally provided free of charge; however, in some cases we may charge a reasonable administrative fee (for example, if a request is particularly complex or requires extensive resources). We will advise you of any potential fee before proceeding. We will respond to your access request within a reasonable timeframe, usually within 30 days. If we are unable to grant you access to certain information (for example, if it would unreasonably affect another person’s privacy or breach confidentiality), we will provide reasons.
• Correction Requests: If you believe any personal information we hold is incorrect, incomplete, or not up to date, please let us know. You can contact us to request a correction. We will promptly investigate and, where appropriate, correct the information. If for some reason we cannot comply with your request, we will explain the reasons (such as if we disagree that the information is inaccurate, in which case you can ask us to add a statement to the record noting your disagreement). We will not charge you for requesting a correction.

We are committed to maintaining accurate and up-to-date information. If you have an online account or profile with us in the future (e.g. a customer portal), you may also be able to directly review and update certain information by logging in.

Your Rights and Choices

In addition to access and correction, you have other important rights regarding your personal information:

• Withdrawal of Consent: If we are processing your personal information based on your consent (for example, for marketing emails), you have the right to withdraw that consent at any time. To do so, you can use the “unsubscribe” link in any promotional email or contact us directly to request to opt-out of certain uses. Note that even if you opt out of marketing, we may still need to contact you for operational reasons (such as information about an active booking or service).
• Anonymity and Pseudonymity: Wherever it is practical and lawful, you have the option to remain anonymous or use a pseudonym when dealing with us. For example, general enquiries can be made without providing full personal details. However, for booking a service or meeting legal requirements (like safety regulations and invoicing), providing your real contact information is usually necessary.
• Complaints: You have the right to complain if you believe we have breached your privacy (see Privacy Complaints below). We take privacy complaints seriously and will address them promptly.
• Refusing Collection: You may choose not to provide personal information to us, or to use a pseudonym. However, if you decline to share information that is necessary for us to perform our services or obligations, we may not be able to provide you with those services. We will inform you if certain information is optional or mandatory at the time of collection.
• Direct Marketing Choices: We will not send you marketing communications if you have opted out. We will not share your personal information with third parties for their own marketing purposes without your explicit consent.

We respect all rights you have under privacy law. For more detailed information on your rights under Australian privacy law, you can visit the website of the Office of the Australian Information Commissioner (OAIC).

Privacy Complaints and Enquiries

If you have any questions about this Privacy Policy or concerns about how we have handled your personal information, please contact us. We take all privacy enquiries and complaints seriously. Our contact details for privacy issues are:

Nexa Electrical Solutions – Privacy Officer
Email: office@nexaelectricalsolutions.com.au Ref: Privacy officer
Phone: +61461141110
Mail: PO Box 216, Shellharbour City, NSW, 2529

Please provide as much detail as possible about your question or complaint. We will acknowledge your communication and respond within a reasonable time frame (usually within 30 days). If you are making a complaint, we will investigate the issue and let you know the outcome and any steps we will take to address your concerns. If you are not satisfied with our response to a privacy complaint, you have the right to escalate the matter to the Office of the Australian Information Commissioner (OAIC) or your applicable state privacy commissioner. We will provide you with information on how to make such a complaint if requested.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, legal obligations or for other operational reasons. When we make changes, we will revise the “Last updated” date at the bottom of the policy. Significant changes will be communicated via our website or by direct notice (e.g., email) where appropriate. We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information. Your continued use of our services or website after any changes to this policy constitutes acceptance of the updated terms.

Last updated: 29 May 2025