Privacy Policy

Introduction

NATIONAL GRID SUPPORT SERVICE PTY LTD (ABN 99 166 335 762) (“NGSS”, “we”, “us”, or “our”) is committed to providing quality services to our customers and protecting the privacy of personal information entrusted to us.

This Privacy Policy outlines our ongoing obligations regarding how we collect, use, disclose, store, and protect your personal information when you interact with us, including through our website, products, services, enquiries, and communications.

We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), which govern how personal information is collected, used, disclosed, stored, and managed in Australia.

A copy of the Australian Privacy Principles is available from the Office of the Australian Information Commissioner (OAIC) website.

Defining Personal Information

Personal Information means information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether true or not, and whether recorded in material form or not.

Examples of personal information we may collect include, but are not limited to:

Identity Data: Your name and other identifying details.
Contact Data: Your telephone number, installation address, mailing address, and email address.
Enquiry and Service Data: Information you provide in relation to quote requests, consultations, installation requirements, service requests, warranty matters, and customer support enquiries.
Marketing and Communications Data: Your communication preferences, marketing preferences, and interactions with our communications.
Technical and Usage Data: Information collected when you visit our website, including IP address, browser type, device information, operating system, approximate geographic location, pages visited, referral sources, and website interaction behaviour.
Call Monitoring Data: Information relating to calls made to or from NGSS, including phone number, call date and time, call duration, referral source attribution, and call recordings where applicable.

Collection of Personal Information

We may collect personal information through the following methods:

Form Submission: Including quote requests, contact forms, service enquiries, and consultation requests submitted via our website at https://nationalgridsupport.com.au/.
Correspondence: Through phone calls, email, SMS, in-person meetings, written correspondence, or other communications with NGSS.
Call Tracking and Monitoring: Through phone tracking and call monitoring technologies used to support customer service, quality assurance, and marketing attribution.
Internet Cookies and Tracking Technologies: Including cookies, analytics tools, and similar website technologies used to improve website functionality and understand visitor interactions.
Commercial Transactions: Through the provision of products or services, warranty support, service requests, or other business interactions.
Third Parties: Where information is provided by trusted third parties, service providers, or where you have consented to information being shared with us.
Publicly Available Sources: Where relevant and lawful, from publicly available sources.

We take reasonable steps to ensure you are aware of why your personal information is being collected and how it will be used.

Any unsolicited personal information received by NGSS will be reviewed and, where appropriate, securely deleted or de-identified unless required for lawful business purposes.

Third Party Collection

Where reasonable and practicable, we collect personal information directly from you.

In some circumstances, we may collect information through third-party technologies or service providers that support our business operations.

Third-party collection may include:

Cookies and Tracking Technologies: Our website may use cookies and similar technologies to improve user experience, analyse website traffic, measure campaign performance, and support marketing activities.
Website Analytics: We may use analytics tools to understand how visitors use our website, identify popular pages, improve functionality, and assess website performance.
Call Tracking Providers: NGSS may use call tracking and call monitoring services to measure marketing effectiveness, improve customer service, and support internal training or quality assurance processes.
Social Media Platforms: Interactions with our social media pages, advertising campaigns, or integrated social media tools may result in data collection by relevant platform providers.
Chatbot or Automated Messaging Services: If introduced, chatbot or automated messaging tools may collect information you provide to assist with enquiries, support requests, or service interactions.
Third-Party Referrals or Service Providers: Information may be provided by suppliers, contractors, referral partners, warranty providers, or other service providers involved in delivering services.

Our website may contain links to third-party websites. NGSS is not responsible for the privacy practices or content of those external websites.

Use of Personal Information

We collect and use personal information for purposes including:

providing quotes, products, and services
responding to enquiries and customer support requests
arranging consultations, site assessments, installations, and related services
managing warranty claims, service issues, or post-installation support
communicating with customers about services, bookings, updates, or operational matters
improving our products, services, customer experience, and website functionality
measuring marketing performance and understanding lead sources
internal business administration and record keeping
complying with legal and regulatory obligations
direct marketing, where permitted by law

We may also use personal information for secondary purposes closely related to the primary purpose where you would reasonably expect such use.

You may opt out of marketing communications at any time by contacting us or using unsubscribe options where available.

Sensitive Information

Sensitive information is defined under the Privacy Act and includes information such as racial or ethnic origin, political opinions, religious beliefs, criminal records, health information, and other categories protected by law.

NGSS does not generally collect sensitive personal information.

Where sensitive information is required for a lawful, operational, or contractual purpose, it will only be collected, used, and disclosed in accordance with applicable privacy laws and with appropriate consent where required.

Disclosure of Personal Information

Your personal information may be disclosed under the following circumstances:

Service Fulfilment: To employees, authorised staff, installation teams, subcontractors, suppliers, manufacturers, warranty providers, and service providers reasonably necessary to deliver products, services, installations, warranty support, or customer assistance.
Technology and Communications Providers: To third-party providers that support our website, hosting, analytics, call tracking, communications, customer service systems, chatbot services, or operational business functions.
Marketing and Advertising Services: To third-party service providers that assist with campaign performance measurement, website analytics, advertising, and marketing activities, where permitted by law.
Professional Advisers: To accountants, legal advisers, consultants, insurers, or other professional service providers where reasonably required.
Legal and Regulatory Requirements: Where required or authorised by law, regulation, legal process, government request, or regulatory obligation.
Protection and Enforcement: Where necessary to protect NGSS, our customers, service providers, or the public from unlawful activity, fraud, security threats, or to enforce agreements, policies, or legal rights.
Business Transactions: In the event of a merger, acquisition, restructuring, sale of business assets, change in ownership, or similar business transaction, personal information may be transferred as part of that transaction in accordance with applicable law.

Some third-party providers may store or process personal information outside Australia. Where this occurs, NGSS will take reasonable steps to ensure personal information is handled appropriately and in accordance with applicable privacy obligations.

NGSS does not sell personal information.

Security of Personal Information

Your personal information is stored in a manner that reasonably protects it from misuse, interference, loss, unauthorised access, modification, or disclosure.

NGSS takes reasonable technical, administrative, and operational measures to protect personal information, including secure systems, access controls, and reputable service providers.

While we take reasonable precautions, no method of electronic transmission or storage can be guaranteed to be completely secure.

When personal information is no longer required for its intended purpose, we will take reasonable steps to securely destroy or de-identify it, unless retention is required by law or legitimate business obligations.

Access to your Personal Information

You may request access to the personal information NGSS holds about you and request corrections where information is inaccurate, incomplete, or out of date.

Requests should be made in writing using the contact details provided below.

NGSS may require identity verification before processing access or correction requests.

NGSS may refuse access to personal information where permitted under applicable privacy law.

We will not generally charge a fee for access requests, although reasonable administrative charges may apply in some circumstances.

Maintaining the Quality of your Personal Information

NGSS takes reasonable steps to ensure personal information we hold is accurate, complete, relevant, and up to date.

If you believe the information we hold is inaccurate or requires updating, please contact us so we can correct our records.

Policy Updates

This Privacy Policy may be updated from time to time to reflect changes in our business practices, legal obligations, technology, or services.

The most current version of this Privacy Policy will be available on our website.

Privacy Policy Complaints and Enquiries

If you have any questions, concerns, access requests, correction requests, or complaints regarding this Privacy Policy or the handling of your personal information, please contact us:

NATIONAL GRID SUPPORT SERVICE PTY LTD
ABN: 99 166 335 762

Website:
https://nationalgridsupport.com.au/

Address:
39 Plenty Rd
Preston VIC 3072

Email:
support@nationalgridsupport.com.au

Phone:
1300 655 808

If you are not satisfied with our response to a privacy complaint, you may contact the Office of the Australian Information Commissioner (OAIC).