Privacy Policy

Greenergy Pty Ltd trading as Green User
ABN 49 633 328 024

Effective date: 15 September 2026
Version: 2.0

1. About this Privacy Policy

Greenergy Pty Ltd (ABN 49 633 328 024), trading as Green User (“Green User”, “we”, “us” or “our”), provides energy-efficiency, electrification and related products and services to Victorian homes and businesses.

This Privacy Policy explains how we collect, hold, use, disclose, protect and otherwise handle personal information. It applies to personal information collected through: advertising platforms and social media platforms; advertisements and lead-generation forms; our websites, landing pages and web forms; telephone calls, SMS, email and other communications; our CRM and customer management systems; advertising, analytics and measurement technologies; home and business assessments, quotes and installations; after-sales service, warranties and customer support; and applications, assessments and transactions connected with energy-efficiency programs, certificates, rebates and incentives.

Where the Privacy Act 1988 (Cth) applies to Green User, we handle personal information in accordance with the Privacy Act and the Australian Privacy Principles (APPs).

Some forms, advertisements or services may also provide a shorter collection notice explaining the particular information being collected and how it will be used.

This Privacy Policy should be read together with any collection notice, consent request or other privacy information provided to you at the time we collect your personal information.

2. What personal information do we collect?

The information we collect depends on how you interact with us and may include:

Identity and contact information first and last name; email address; telephone or mobile number; preferred contact method; and other contact details you provide. Location and property information street address; suburb, city, state and postcode; property type; information about whether you own, occupy or otherwise have authority in relation to the property; and information relevant to an assessment, installation or energy-efficiency program. Product and eligibility information

This may include information about: existing heating and cooling systems; air-conditioning systems; hot water systems; solar panels and batteries; energy-use or electrification interests; proposed upgrades; installation requirements; and

information reasonably required to assess eligibility for applicable products, discounts, rebates, certificates or incentives.

Application and service information. This may include: assessment responses; quote and recommendation information; appointment and booking details; installation records; customer service interactions; communications with our team; warranty information; and complaint or dispute records.

Program and compliance information. Where reasonably necessary, we may collect information required to assess, evidence, administer or audit participation in energy-efficiency, certificate, accreditation, rebate or incentive programs.

Marketing and communication preference information

We may record: whether you have consented to marketing; the date and time of consent; the source through which consent was obtained; the wording presented when consent was obtained; unsubscribe or opt-out requests; communication preferences; and records necessary to ensure that marketing preferences are respected.

Advertising, analytics and technical information. Depending on the technologies and services used, we may collect or receive: campaign, advertisement and form identifiers; referral information; URLs and UTM parameters; click identifiers; conversion and attribution information; IP address; browser and device information;

cookies and similar technologies; website interaction information; and

information relating to advertising audiences and measurement.

Verification information. Where a form or service uses telephone or other verification, we may collect information about the verification status or outcome.

Sensitive information. We do not generally require sensitive information through our advertising or lead-generation forms.

Please do not provide health information, identity documents, financial information or other sensitive information through an advertising or web form unless we specifically request it and explain why it is required.

Where additional evidence is required for an application, assessment, installation or program, we may request it through a more appropriate channel.

3. How do we collect personal information?

We may collect personal information: directly from you when you complete an advertisement, social media or web form; when you telephone, email, message or otherwise communicate with us; when you request information, a quote, assessment, eligibility check, booking, installation or support; during assessments, installations and service interactions; automatically through cookies, pixels, tags, analytics and similar technologies;through advertising platforms, social media platforms and online forms; through our CRM and customer management systems;

from other service providers that support our forms, CRM, communications, analytics, advertising and business operations; from an authorised representative, property owner, referrer, installer, supplier or program participant; from government or public sources where collection is lawful and reasonably necessary; and from other third parties where collection is permitted by law.

If we receive personal information about you from another person or organisation, we will take reasonable steps to ensure that you are aware of the collection where required by applicable privacy law.

4. Why do we collect and use personal information?

We may collect, hold, use and disclose personal information for purposes including:

responding to your enquiry; providing information you request;

assessing preliminary eligibility for products, upgrades, discounts, rebates, certificates or incentives; preparing quotes and recommendations;

contacting you about an enquiry or requested service; arranging assessments, appointments and installations; providing after-sales service, warranty and customer support; creating and managing CRM records; operating workflows, reminders and customer-service processes; verifying submissions and maintaining data quality; preventing spam, fraud, misuse and security incidents;

administering complaints and disputes; assessing and administering participation in applicable energy programs; meeting audit, accreditation, safety, record-keeping and regulatory requirements; measuring advertising performance and attributing enquiries and conversions; improving our advertising, website, forms, services and customer experience; creating, managing, measuring or suppressing advertising audiences where permitted by law; sending direct marketing where permitted by applicable law and, where required, with your consent; and

protecting our rights, customers, personnel, systems and property.

Where information is requested as necessary for an enquiry, assessment, quote, installation, rebate or other service, if you do not provide information reasonably required for that purpose, we may be unable to provide the relevant service or determine your eligibility.

5. Advertising, social media and online forms

Green User uses advertising platforms, social media platforms and online forms to promote our products and services and collect enquiries.

When you submit information through an advertisement, social media platform or web form: the relevant platform or form provider may collect and process information within its system; information may be provided to Green User;

Green User may transfer the information to our CRM and customer management systems; and the information may subsequently be provided to other service providers where reasonably necessary to respond to your enquiry, provide our services, manage customer relationships, operate our systems or measure advertising performance.

Advertising and social media platforms may collect or process information in accordance with their own privacy policies, terms and settings.

Some platforms may pre-fill information in a form using information associated with your account or device.

Where enabled, Green User may use advertising, analytics and measurement technologies to measure website activity, enquiries, conversions and advertising performance. These technologies may involve information being shared with advertising or analytics providers for purposes such as measurement, attribution, advertising optimisation, audience matching or suppression, where permitted by law.

Where appropriate, contact identifiers such as email addresses or telephone numbers may be transformed or hashed before transmission to advertising or measurement platforms for matching and measurement purposes. Hashing does not necessarily make information anonymous. You can manage certain privacy and advertising settings through the relevant platforms and your browser.

6. CRM and other service providers

Green User uses a range of technology and service providers to support the operation of our business. Depending on the services we use from time to time, these may include providers supporting: advertising and lead generation;

online forms and web services; CRM and customer management; bookings and appointments; workflow and automation; telephone and SMS communications;

email communications; analytics and measurement; website hosting and information technology; payment processing; security and fraud prevention; and

other business and customer-service functions.

We may transfer personal information collected through advertisements, social media platforms and web forms to our CRM and customer management systems.

We may then disclose relevant information to other service providers where reasonably necessary for them to perform services for Green User or assist us in providing products and services to you.

The particular providers we use may change from time to time as our systems, services and business requirements develop.

We take reasonable steps to ensure that service providers receive only information reasonably necessary for their relevant functions and that personal information is handled appropriately.

7. Energy programs, certificates, rebates and accreditations

Our services may involve energy-efficiency, renewable-energy and electrification programs and frameworks, including: the Victorian Energy Upgrades (VEU) program; Victorian Energy Efficiency Certificates; the Australian Government Small-scale Renewable Energy Scheme (SRES);

Small-scale Technology Certificates administered by the Clean Energy Regulator;

applicable Clean Energy Council standards or accreditation requirements;

Solar Victoria programs; and other Commonwealth or Victorian programs that apply to a particular product, service or customer.

Where reasonably necessary, we may disclose relevant personal information to:

program administrators; regulators and government bodies;

accredited persons and providers; installers and contractors;

retailers and manufacturers; certificate creators or agents;

auditors; program participants; and other parties involved in delivering, verifying or administering the relevant service or program. These disclosures may be necessary to: assess or verify eligibility; create, assign, process or audit certificates;

administer rebates, discounts or incentives; arrange or verify installations; verify products, properties, installations or customer declarations; meet accreditation or audit requirements; prevent fraud; or comply with legal or regulatory requirements.

A preliminary eligibility result or assessment does not guarantee approval, installation, certificate creation, rebate eligibility or rebate value.

Final eligibility depends on the applicable program rules, evidence, verification and approval processes.

The Clean Energy Council is an industry and accreditation body. It is not itself the administrator of the Australian Government's SRES or Small-scale Technology Certificate scheme.

8. Direct marketing and communications

We distinguish between communications necessary to respond to or provide a service you have requested and direct marketing.

Service and enquiry communications. We may contact you about matters reasonably necessary to respond to an enquiry or provide a requested service.

For example, this may include: responding to your enquiry; confirming an appointment; arranging an assessment; providing a requested quote; communicating about an installation; providing warranty or service information; ordealing with a complaint or other service matter.

These communications may continue even if you opt out of direct marketing where the communication is reasonably necessary for the relevant enquiry, service, appointment, safety or legal obligation.

Direct marketing. Where permitted by applicable law, we may send direct marketing about Green User's: products; services; energy upgrades; rebates and incentives; offers; and related information. Where required, we will obtain your consent before sending commercial electronic messages or conducting telemarketing.

Where you provide express marketing consent, we may record the date, time, source and wording of that consent. You may withdraw marketing consent or opt out of future direct marketing at any time.

You can opt out by: using the unsubscribe mechanism in an email;

replying STOP where the SMS service supports replies; following another unsubscribe instruction provided in the communication; or

contacting Green User using the details in section 20.

We will process valid opt-out requests within the period required by applicable law and will take reasonable steps to ensure your marketing preferences are reflected across our relevant systems.

Opting out of marketing does not prevent us from retaining a suppression or opt-out record where reasonably necessary to ensure that we do not send you further marketing.

9. Disclosure of personal information

We may disclose personal information:

where you have consented;

to providers that support our advertising, forms, CRM, communications, analytics, technology and business operations;

to personnel, contractors and professional advisers who reasonably need the information to perform their functions;

to installers, suppliers, manufacturers and accredited providers involved in providing services;

to program administrators, certificate agents, auditors, regulators or government bodies where relevant;

where necessary to assess or administer an energy program, rebate, certificate or installation;

where required or authorised by law, regulation, court order or lawful government request;

to investigate fraud, security incidents, misuse or unlawful activity; or

in connection with a proposed or completed business restructuring, financing, sale or transfer, subject to applicable confidentiality and privacy requirements.

We do not sell personal information as a standalone commercial product.

10. Overseas processing and disclosure

Some of the providers we use to support our advertising, forms, CRM, communications, analytics, hosting and other business functions may operate outside Australia.

Personal information may therefore be processed or disclosed overseas, including in the United States and other countries where our providers or their service providers operate.

The countries in which information may be processed may change as our providers, systems and services change.

Where Australian privacy law applies, Green User takes reasonable steps appropriate to the circumstances when engaging overseas providers and making overseas disclosures.

Overseas recipients may be subject to privacy laws that differ from Australian law.

Where reasonably practicable, we will provide further information about overseas recipients or relevant countries where this is required or appropriate.

11. Cookies, pixels and measurement technologies

Our websites, landing pages and online forms may use cookies, pixels, tags, local storage and similar technologies.

These technologies may be provided by Green User or by third-party advertising, analytics, CRM, hosting or technology providers.

They may be used to:

operate websites and forms;

remember preferences;

understand website visits and interactions;

measure advertising and conversions;

attribute enquiries to campaigns;

improve advertising performance;

build, exclude or measure advertising audiences;

detect fraud; and

improve website security and functionality.

You can manage some cookies and similar technologies through your browser and, where available, through relevant platform privacy and advertising settings.

Disabling certain technologies may affect the operation of some websites, forms or services.

12. Security

We take reasonable technical and organisational steps to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure.

Depending on the circumstances, these measures may include:

access controls;

authentication and account security;

role-based access;

restrictions on staff and contractor access;

secure technology platforms;

monitoring and logging;

backups;

security procedures;

staff awareness and training; and

appropriate disposal or de-identification processes.

No internet transmission, electronic storage system or technology platform can be guaranteed to be completely secure.

If we become aware of a suspected data breach, we will assess, contain and respond to the incident in accordance with applicable legal obligations.

Where the Notifiable Data Breaches scheme applies and an eligible data breach occurs, we will comply with the applicable notification requirements.

13. Retention and deletion

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including where necessary to:

provide services;

complete an enquiry, quote or assessment;

complete an installation;

administer a warranty;

maintain customer-service records;

comply with legal or regulatory requirements;

satisfy VEU, SRES/STC, accreditation, audit or government program requirements;

meet taxation, accounting or insurance obligations;

establish, exercise or defend legal claims;

maintain records of consent and marketing preferences;

prevent repeated unwanted marketing; or

protect our systems and prevent fraud or misuse.

For leads that do not proceed to an ongoing customer relationship, we generally aim to delete or de-identify personal information after approximately 12 months from the most recent meaningful interaction, where reasonably practicable and subject to applicable legal, regulatory, program, audit, warranty or other retention requirements.

Information may be retained for longer where reasonably necessary for the purposes described above.

When personal information is no longer required, we take reasonable steps to delete or de-identify it, subject to legitimate backup, archival, legal and operational constraints.

14. Access to and correction of personal information

You may request access to personal information that Green User holds about you.

You may also ask us to correct personal information that is inaccurate, incomplete, out of date, irrelevant or misleading.

To protect your information, we may ask you to verify your identity before processing an access or correction request.

Requests can be made using the contact details in section 20.

We will respond to requests within the period required by applicable law.

In some circumstances, we may refuse access or limit the information provided where permitted by law. If this occurs, we will explain the reason where required.

15. Privacy complaints

If you have a privacy question or believe that Green User has mishandled your personal information, please contact us using the details in section 20.

Please provide enough information for us to identify the issue and investigate your concern.

We will:

acknowledge your complaint;

assess and investigate the issue;

communicate with you where further information is reasonably required;

provide an outcome where appropriate; and

take reasonable steps to address any substantiated privacy issue.

If you are not satisfied with our response, and the Privacy Act applies to your complaint, you may contact the Office of the Australian Information Commissioner (OAIC).

Information about the OAIC and privacy complaints is available at www.oaic.gov.au.

16. Children

Our lead forms and services are intended for adults who can make or authorise decisions concerning a home, business, property or installation.

We do not knowingly use our advertising or lead-generation forms to solicit personal information from children under 18.

If you believe that a child has provided personal information to Green User without appropriate authority, please contact us using the details in section 20.

17. Third-party links and platforms

Our websites, forms and communications may contain links to third-party websites, platforms or services, including advertising platforms, government programs, manufacturers, installers or other service providers.

Those third parties may operate under their own privacy policies and terms.

This Privacy Policy does not govern the privacy practices of third parties when you provide information directly to them.

We encourage you to review the privacy information provided by those third parties before providing personal information directly to them.

18. Automated decision-making

Green User may use software, CRM systems, advertising platforms, analytics tools or automated workflows to organise, route, score, prioritise or otherwise process enquiries and customer information.

Where a computer program is used to make, or substantially and directly assist in making, a decision that could reasonably be expected to significantly affect an individual's rights or interests, Green User will provide information about the relevant automated decision-making practices as required by applicable Australian privacy law.

Automated systems used for advertising, lead routing, workflow automation or preliminary assessment do not necessarily determine final eligibility for a rebate, certificate, product, installation or other service. Where applicable, final eligibility or service decisions may require human review, verification or approval. This section will be updated as necessary to reflect applicable automated decision-making transparency requirements.

19. Changes to this Privacy Policy

We may update this Privacy Policy from time to time when our: services; systems; technology providers; advertising practices; program obligations; data-handling practices; or applicable laws change.

The current version will be published at the Privacy Policy URL linked from our website, relevant forms and, where appropriate, our advertising or lead-generation pages. The effective date shown at the beginning of this policy identifies the current version.

20. Contact us

Greenergy Pty Ltd trading as Green User

ABN: 49 633 328 024

Address: 9 Sant Court, Ravenhall VIC 3023

Phone: 1300 180 025

Email: [email protected]

Website: greenuser.com.au

For privacy access, correction or complaint requests, you may contact us using the details above.

Effective date: 15 September 2026
Version: 2.0