Privacy policy
Last updated: September 2026
What we collect
- Your name, address, phone number, email address and other contact details.
- Property, installation, energy and equipment information, including serial numbers and records relating to removed or decommissioned equipment.
- Photographs, videos, location records, customer declarations, signatures, identity and eligibility information, and communications with us.
- Payment and finance information required to process your purchase or work with a finance provider.
- Website and enquiry information, including form submissions and basic device, browser and page-use data.
Why we collect and use it
- To prepare quotations, supply products and arrange assessment, delivery, installation, commissioning and related works.
- To administer the Victorian Energy Upgrades Program, establish eligibility, create Victorian Energy Efficiency Certificates (VEECs), apply discounts and satisfy audit and compliance requirements.
- To process payments, administer manufacturer and workmanship warranties, provide after care, handle complaints and resolve disputes.
- To arrange required approvals with electricity distributors, retailers, regulators and government bodies.
- To meet our legal, safety, accounting, record-keeping and regulatory obligations.
Who we share it with
- The Essential Services Commission, government agencies, regulators, auditors, inspectors and other compliance representatives.
- Installers, electricians, plumbers, subcontractors, manufacturers, suppliers and warranty providers involved in your work or product support.
- Electricity distributors, retailers and other parties needed for network connection, metering or program administration.
- Finance providers, payment services, insurers, debt recovery agents, solicitors and professional advisers where reasonably required.
- IT, communications and record-management providers that help us operate our services and protect our records.
VEU audits, inspections and records
- For installation, VEEC creation, warranty and compliance purposes, we may record photographs, videos, serial numbers, location information, declarations, signatures and communications before, during and after installation.
- You may be asked to provide reasonable access and cooperation for an inspection, verification or audit by Greener Upgrade, the Essential Services Commission, an auditor, regulator, government agency or compliance representative.
- If required information or cooperation is not provided, we may be unable to provide services, apply a discount, create VEECs or complete VEU compliance requirements.
Storage and security
- We take reasonable steps to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure.
- We retain records for as long as reasonably required for installation, warranty, dispute, VEU audit, regulatory and legal purposes, then securely destroy or de-identify them where appropriate.
- Some service providers may process or store information outside Australia. We take reasonable steps to ensure information is handled consistently with applicable Australian privacy laws.
Access, correction and privacy complaints
- You may ask to access personal information we hold about you or request correction of information that is inaccurate, incomplete or out of date, subject to applicable law.
- If you believe we have mishandled your information, contact us and we will investigate it under our complaint handling procedure.
- For unresolved privacy concerns, you may contact the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.
Contact our privacy officer
- Email: info@greenerupgrade.com.au
- Phone: 1300 643 377
- Post: Ground Floor/470 St Kilda Rd, Melbourne VIC 3004
VEU enquiries may also be sent to veu.admin@greenerupgrade.com.au. We may update this policy from time to time; the current version will remain available on this page.
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