Glow HCE Pty Ltd ABN 41 649 149 879 trading as Glow Heating Cooling Electrical (we, us, our) provides goods and services related to heating, cooling and electrical, and operates the website glowhce.com.au (Website).

We operate our business in a manner consistent with the Australia Privacy Principles (APPs) in the Privacy Act 1988 (Cth) (Privacy Act). We understand the importance of, and are committed to, protecting your personal information. This Privacy Policy explains how we manage your personal information (that is, information or an opinion, whether true or not, about an individual who is identified or is reasonably identifiable), including our obligations and your rights in respect of our dealings with your personal information.

Please take a moment to read our Privacy Policy as it describes what happens to your personal information that is collected in the course of our business, including via our Website.

1. How we collect your personal information

We will collect and hold your personal information in a fair and lawful manner, and not in an intrusive way. Where it is reasonably practical to do so, we will collect your personal information directly from you. We may collect the personal information you directly give us through some of the following means:

(a) when you contact us by phone, email, via forms on our Website, or using other online messaging services;

(b) when you visit one of our showrooms;

(c) automatically through cookies and analytics tools;

(d) through entry forms for competitions and promotions or applications for rebates; and

(e) where we otherwise deal with you in the course of our business.

In certain cases, we may not collect personal information directly from you and may collect personal information from the following sources:

(a) third parties that engage us to provide you with goods or services, such as builders;

(b) third party applications and platforms we use in our business;

(c) our suppliers, contractors, payment processors, recruitment agencies; and

(d) publicly available sources and Government agencies.

Where this occurs, we will handle that information in accordance with this policy, and we will, where appropriate, request that the third party inform you that we are holding such information, how we will use and disclose it, and that you may contact us to gain access to and correct and update the information.

2. Types of personal information we collect

The types of personal information we may collect can include:

(a) basic contact details, such as your name, address, phone number and email;

(b) billing and payment information, including information related to finance arrangements you arrange; and

(c) site and property details needed to assess or carry out installation, repair and warranty services.

We do not generally collect information that is sensitive in nature. In limited circumstances, we may collect health-related information where relevant to our relationship with you. We will only collect sensitive information (as defined in the Privacy Act) with your consent or as otherwise permitted by law.

3. Our purposes for handling your personal information

As a general rule, we only process personal information for purposes that would be considered relevant and reasonable in the circumstances. We collect, hold, use and disclose personal information to:

(a) provide you with our goods and services, including providing quotes, undertaking work, processing sales (including payment) and delivering goods;

(b) assist with processing warranties and rebates;

(c) schedule, carry out, and manage installation, maintenance, warranty claims and repair services;

(d) provide customer support, including discussing your account information and transactions;

(e) comply with our legal and regulatory obligations; and

(f) otherwise manage and improve our business.

To provide you with some goods and services, we may need to disclose personal information to third parties. This may include product manufacturers and suppliers, our contractors, delivery partners, payment processors and regulatory bodies and Government agencies.

We may also disclose personal information to organisations that provide us with technical and support services or to our professional advisors, where permitted by the Privacy Act.

From time to time, we may undertake a corporate transaction, such as a merger, acquisition, sale of assets, restructure, fundraising or IPO. As part of these corporate transactions, we may disclose personal information that we hold to prospective purchasers or investors (including to their advisors) during due diligence or completion of the transaction.

If we disclose information to a third party, we generally require that the third party protect your information to the same extent that we do.

We will not use or disclose your personal information for any other purpose unless you have consented to that use or disclosure, or the relevant use or disclosure is otherwise permitted by the APPs or some other law.

4. Automated decision making

Computer programs may be used to make or assist with decisions. We do not currently use computer programs that to make or assist with decisions that affect your rights or interests.

Computer programs may be used by us or by service providers we engage. We may provide personal information to third parties that are assisting us with decision making.

5. Protection of personal information

We will hold personal information electronically on our systems, in cloud storage, and in some cases, records on third party servers, which may be located overseas. We will also hold personal information in physical records.

We maintain appropriate physical, procedural and technical security to protect personal information from loss, misuse, unauthorised access, disclosure or modification.

These measures may include:

(a) restricting access to personal information to only those who need access to the personal information do their job;

(b) implementing access controls and authentication procedures;

(c) employing physical, electronic and managerial procedures to safeguard the security and integrity of your personal information.

These measures also apply to the destruction and de-identification of personal information. Once personal information is no longer needed for a valid purpose or required to be kept by law, we will take reasonable steps to destroy or de-identify it.

6. Data breach

We take the security of your personal information seriously and have measures in place to protect it from unauthorised access, disclosure, alteration or loss.

If we have reasonable grounds to believe a data breach has occurred that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme in the Privacy Act.

If you suspect your personal information has been compromised, or have any concerns about data security, please contact our Privacy Officer.

7. Direct marketing

Like most businesses, marketing is important to our continued success and like to stay in touch with our customers. We may provide you with information about new products, services and promotions either from us, or from third parties which may be of interest to you.

All electronic marketing messages, including email and SMS communications, are sent in accordance with the Spam Act 2003 (Cth). All other marketing communications are sent in accordance with the Privacy Act.

Provided that you have not opted out, we may use your information for direct marketing:

(a) where you have agreed to receive direct marketing from us; or

(b) where you have engaged with us directly, and we believe that you would reasonably expect to receive direct marketing from us.

We may utilise the services of third parties to assist us with undertaking our direct marketing activities. We will not otherwise disclose your personal information to third parties for marketing purposes without your consent.

Opting out of marketing communications will not affect the delivery of transactional or account related notifications. We may send you communications that include information:

(c) about the goods and services we are providing to you, including confirmation messages, payment receipts and account notices; and

(d) we are legally required to provide you with.

8. Cookies

Our Website uses cookies (small text files stored by your device) to understand how visitors use the Website and to enhance and tailor each visitor’s experience.

Types of cookies we may use include:

(a) Essential cookies – required for the site to function effectively.

(b) Analytics cookies – help us to understand how you use our site (e.g. Google Analytics).

(c) Functional cookies – remembers your preferences.

(d) Marketing/Advertising cookies – used to deliver relevant advertisements.

For information on the cookie settings for your internet browser, please refer to your browser’s manual.

9. Accessing and correcting your personal information

You may contact our Privacy Officer to request access to the personal information that we hold about you and/or to make corrections to that information, at any time.

On some occasions we may refuse access (to all or part of the requested personal information) or refuse to provide access in the manner you have requested. On these occasions we will provide you with a written notice stating our reasons for refusing access or for refusing to give access in the manner you have requested. We may seek to recover reasonable costs from you that we incur when providing you with access to personal information we hold about you.

We are not obliged and may refuse to correct any of your personal information if we are not satisfied that it requires correction, including if you do not provide us with further information we request from you. If we refuse a correction request, unless it is unreasonable to do so, we will provide you with a written notice stating our reasons for refusing.

We will respond to all requests for access to or correction of personal information within a reasonable time.

10. Overseas transfers of personal information

We do not currently disclose personal information to overseas recipients. If we disclose personal information overseas, we will do so in compliance with the requirements of the Privacy Act. We will, where practicable, advise you of the countries in which any overseas recipients are likely to be located.

By providing us with your personal information, you consent to the storage of such information on overseas servers and acknowledge that APP 8.1 will not apply to such disclosures. For the avoidance of doubt, in the event that an overseas recipient breaches the APPs, that entity will not be bound by, and you will not be able seek redress under, the Privacy Act.

11. Personal information about employees

We may collect personal information about our employees and prospective employees, as part of their application and during the course of their employment, either from them or in some cases from third parties such as recruitment agencies.

This may include information about the employee’s health, their right to work in Australia, or other sensitive information. For some roles, employees may need to obtain a security clearance or provide a criminal history search.

Under the Privacy Act, personal information about our current or former employees may be held, used or disclosed by us in any way that is directly connected to the employment relationship. We handle information about our employees in accordance with legal requirements and our applicable policies in force from time to time.

12. Resolving personal information concerns

If you have any questions, concerns or complaints about this Privacy Policy, or how we handle your personal information, please contact our Privacy Officer:

The Privacy Officer
Email: info@glowhce.com.au
Phone: 08 8397 6100

We take all complaints seriously and will respond to your complaint within a reasonable period.

If you are dissatisfied with the handling of your complaint, you may contact the Office of the Australian Information Commissioner:

Office of the Australian Information Commissioner
GPO Box 5288
Sydney NSW 2001
Telephone: 1300 363 992
Email: enquiries@oaic.gov.au

13. Changes

From time to time we may make changes to this Privacy Policy. An up-to-date copy of our Privacy Policy is available on our Website.

Last updated on 11 August 2026.