PRIVACY POLICY

Last Updated: August 2026

Coop Group Pty Ltd respects your privacy and is committed to handling personal information responsibly.

This Privacy Policy explains how Coop Group Pty Ltd (“Coop Group”, “we”, “us” or “our”) collects, uses, stores and discloses personal information when you visit our website, contact us, request a quote, book a service or otherwise interact with our business.

Where applicable, we handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable Australian laws.

1. Personal Information We May Collect

The types of personal information we may collect include:

• Your name
• Residential, business or service address
• Email address
• Telephone number
• Information submitted through our website forms
• Details about the property, equipment or services you require
• Appointment, quotation, job and service history
• Billing, payment and transaction information
• Communications between you and Coop Group
• Photographs or information relating to work performed at your property
• Reviews, feedback or testimonials you provide
• Any other information you voluntarily provide to us

We generally only collect information that is reasonably necessary for our business activities.

Website and Technical Information

When you visit our website, we may also collect technical information such as:

• Your IP address
• Browser and device information
• Approximate location
• Pages viewed
• Time spent on the website
• Links or buttons selected
• Referring website
• Form and advertising interactions

2. How We Collect Personal Information

We may collect personal information when you:

• Submit an enquiry or booking form through our website
• Request a quote
• Book an installation, repair, inspection or maintenance service
• Contact us by telephone, email, SMS, social media or in person
• Communicate with our employees, technicians or contractors
• Make a payment
• Provide feedback or leave a review
• Subscribe to marketing communications
• Visit or interact with our website

Information Received From Third Parties

We may also receive personal information from third parties where appropriate, including:

• Property managers
• Builders
• Tradespeople
• Equipment suppliers
• Referral partners
• A person authorised to act on your behalf

Where practical, you may contact us anonymously or use a pseudonym. However, we may require your identity and contact details to provide a quote, attend a property, perform work, issue documentation or respond to an enquiry.

3. How We Use Personal Information

We may collect and use personal information to:

• Respond to enquiries
• Arrange inspections, quotes and appointments
• Provide heating, cooling, refrigeration, hot water and electrical services
• Confirm property and equipment details
• Schedule and manage installations, repairs and maintenance
• Communicate about appointments, job progress and completed work
• Process invoices and payments
• Order equipment, parts and materials
• Provide warranties, certificates and service records
• Manage customer relationships and service history
• Improve our services and website
• Request feedback or reviews
• Send service reminders or marketing communications
• Maintain safety, insurance, accounting and business records
• Meet licensing, regulatory and legal obligations
• Resolve complaints, disputes or warranty matters
• Protect our customers, employees, contractors and business

We will not use personal information for an unrelated purpose unless you have consented or the use is otherwise permitted or required by law.

4. How We May Disclose Personal Information

We may disclose personal information where reasonably necessary to:

• Employees, technicians and authorised contractors
• Equipment manufacturers, suppliers and distributors
• Builders, property managers or other trades involved in your project
• Booking, customer management and communication providers
• Website hosting, information technology and cloud-storage providers
• Payment processors and financial service providers
• Accountants, insurers, legal advisers and other professional advisers
• Marketing, analytics and advertising providers
• Government departments, regulators, inspectors or licensing authorities
• Emergency services where required for health or safety
• Other parties authorised by you
• A purchaser or adviser involved in a proposed sale or restructure of our business

Sale of Personal Information

Coop Group does not sell personal information to third parties.

5. Photographs and Project Information

We may take photographs of equipment, installations, faults or completed work for purposes including:

• Preparing or supporting a quotation
• Recording the condition of existing equipment
• Managing a job or warranty
• Providing technical advice
• Meeting safety, insurance or compliance requirements
• Maintaining internal service records

Promotional Use

We will seek appropriate permission before using identifiable photographs of your property for:

• Advertising
• Social media
• Case studies
• Website content
• Other promotional purposes

6. Cookies and Website Analytics

Our website may use cookies, tracking technologies and analytics tools to understand how visitors use the website and to improve its performance.

Some cookies are necessary for the website to function. Others may support analytics, advertising or service improvement.

Managing Cookies

You may be able to block or delete cookies through your browser settings. Disabling cookies may affect how some parts of the website operate.

7. Third-Party Websites and Platforms

Our website may contain links to third-party websites, booking systems, maps, social media platforms, review services or payment providers.

These third parties have their own privacy policies and information-handling practices.

Coop Group is not responsible for how an external website or service handles your personal information. We recommend reviewing the privacy policy of any third-party service before providing information.

8. Direct Marketing

Where permitted by law, we may use your contact details to send:

• Service reminders
• Maintenance information
• Business updates
• Promotional offers
• Information about related Coop Group services

Unsubscribing

You may unsubscribe at any time by:

• Selecting the unsubscribe option in an email
• Following the instructions included in an SMS
• Contacting Coop Group directly

You may still receive non-marketing communications relating to an existing booking, quote, job, invoice, warranty or service.

9. Overseas Storage and Processing

Some technology, cloud-storage, analytics, communication or software providers used by Coop Group may store or process information outside Australia.

The countries used by these providers may change over time.

Where reasonably practicable, we take steps to work with reputable providers and protect personal information in accordance with applicable privacy requirements.

You may contact us for further information about overseas processing relevant to your personal information.

10. Storage and Security

We may store personal information electronically or in physical records.

We take reasonable steps to protect personal information from:

• Misuse
• Interference
• Loss
• Unauthorised access
• Unauthorised modification
• Unauthorised disclosure

Security Measures

Our security measures may include:

• Access restrictions
• Password-protected systems
• Secure software and storage systems
• Staff procedures
• Reputable third-party providers
• Physical document security

No internet transmission or storage system is completely secure. You should avoid sending sensitive information through unsecured communication channels.

Data Breaches

If an eligible data breach occurs, we will take appropriate action and provide notifications where required by law.

11. Retention of Personal Information

We retain personal information for as long as reasonably necessary to:

• Provide services
• Maintain job, warranty and service records
• Meet tax, accounting, licensing, insurance and legal requirements
• Resolve complaints or disputes
• Protect our legitimate business interests

When information is no longer reasonably required, we may securely destroy it or permanently remove identifying details, subject to our legal recordkeeping obligations.

12. Accessing or Correcting Your Information

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date.

Making a Request

To make an access or correction request, contact us using the details below.

We may need to verify your identity before providing access or making a correction.

In some circumstances, access may be restricted or refused where permitted by law. If this occurs, we will generally explain the reason.

13. Privacy Complaints

If you believe we have not handled your personal information appropriately, please contact us.

Your complaint should include:

• Your name and contact details
• A description of the issue
• Relevant dates or communications
• The outcome you are seeking

We will review the complaint and aim to respond within a reasonable period.

If you are not satisfied with our response and the Privacy Act applies to the matter, you may be entitled to contact the Office of the Australian Information Commissioner.

14. Changes to This Privacy Policy

We may update this Privacy Policy when our:

• Business practices change
• Website changes
• Service providers change
• Legal obligations change

The current version will be published on our website with the most recent update date.

15. Contact Coop Group

For privacy enquiries, access or correction requests, or complaints, contact:

Coop Group Pty Ltd

Phone: 0413 057 414

Address:
1/33–39 Corporate Boulevard
Bayswater VIC 3153
Australia

You may also contact us through the enquiry form on our website.

Licence Numbers

AU55157 and VBA 120933