Privacy Policy

Who we are

Sunline Heat Pumps ("Sunline", "we", "us") supplies and installs heat pump hot water systems across Victoria. This policy explains how we handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

If you'd rather talk to a human about any of this, head to our contact page and we'll sort it out.

What we collect

• Contact details — name, email, phone and the install address.
• Property details — what hot water system you've got now, household size, roof/wall access, meter and switchboard info.
• Rebate eligibility info — evidence required by Solar Victoria (proof of ownership, household income declaration where relevant), plus your NMI for VEEC creation.
• Payment and invoicing records for work we've performed.
• Website usage data — pages viewed, device and browser type, and rough location from your IP address.

Why we collect it

• To prepare an accurate quote and confirm your unit will actually fit.
• To book, perform and warrant the installation.
• To lodge Solar Victoria rebate applications, create STCs and assign VEECs on your behalf.
• To meet our obligations under Victorian plumbing, electrical and consumer law.
• To keep in touch about your job, warranty and servicing. You can opt out of marketing at any time.

Who we share it with

We only share what's necessary, and only with parties involved in delivering your job or a rebate you've asked us to claim:

• Licensed installers and electricians assigned to your job.
• Solar Victoria and the Essential Services Commission (for state rebates and VEECs).
• Our accredited STC agent, for the federal small-scale technology certificates.
• Manufacturers, where a warranty claim or product registration requires it.
• Payment processors and our accountants, for billing records.

We never sell your personal information, and we don't hand your details to unrelated marketers.

How we store and protect it

Your data is held on access-controlled systems hosted in Australia or with reputable providers bound by equivalent privacy obligations. Access is limited to staff who need it to do their job.

We keep job and rebate records for at least seven years, as required by tax law and rebate scheme audit rules. After that they're securely destroyed or de-identified.

Cookies and analytics

Our website uses cookies to remember your preferences (like the replacement scenario you selected) and to measure traffic. You can block cookies in your browser — the site will still work, but some features may forget your choices.

Your rights

• Ask for a copy of the personal information we hold about you.
• Ask us to correct anything that's wrong or out of date.
• Ask us to delete information we no longer need to keep.
• Unsubscribe from marketing emails or SMS with one click.
• Complain if you think we've mishandled your data — we'll respond within 30 days, and you can escalate to the OAIC if you're not happy.

Getting in touch

Privacy questions, access requests and complaints all go to the same place — our contact page — and land with a real person in our office, not an offshore inbox.