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Commitment to Privacy & Australian Privacy Principles
Melba Energy ("we", "us", "our") is dedicated to protecting your personal privacy in accordance with the Privacy Act 1988 (Cth), the thirteen Australian Privacy Principles (APPs), and the Spam Act 2003 (Cth).
This Privacy Policy outlines how we collect, store, handle, and protect your information when you access our website (melbaenergy.com.au), request a heating, cooling, or hot water assessment, or engage our certified team for Victorian Energy Upgrades installations.
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Information We Collect
To accurately calculate your available Victorian Government rebates and provide precise engineering quotes, we collect relevant residential and technical details, including:
- Contact Details: Full name, telephone number, email address, installation street address, suburb, and Victorian postcode.
- Property & Appliance Details: Dwelling type (standalone, townhouse, unit), existing heating/cooling system (ducted gas furnace, wall heater, electric resistance tank), and appliance age.
- Tenancy Status: Whether you are the registered property owner or a tenant upgrading with landlord authorization.
- Technical System Data: Energy consumption estimates, electrical switchboard photos, and floor plan dimensions provided during consultation.
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Important Note: We do not request credit card numbers, online banking passwords, or tax file numbers via our online enquiry forms.
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Methods of Collection & Consent
We collect personal information directly from you when you submit a website form, call our customer support team, request a rebate calculation, or sign an on-site installation declaration.
By submitting an enquiry or booking an assessment, you provide explicit consent for Melba Energy to process your contact and property data for the purposes of evaluating rebate eligibility and coordinating quotes. You may withdraw this consent at any time.
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Purposes of Use (No Third-Party Marketing)
Your information is used strictly to fulfill your request and execute certified installations:
- Evaluating system capacity requirements and calculating exact Victorian Energy Efficiency Certificate (VEEC) rebates.
- Coordinating on-site inspections by certified A-Grade electricians and VBA-licensed plumbers.
- Issuing mandatory Victorian Certificates of Electrical Safety (COES) and compliance certificates.
- Managing ongoing manufacturer warranty coverage and dedicated local Melba Energy support.
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Zero Third-Party Telemarketing Guarantee: Melba Energy never sells, trades, or licenses your personal data to marketing brokers or unrelated commercial advertisers.
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VEU Regulatory & Audit Disclosures
Melba Energy is not a VEU accredited provider. If your upgrade involves a VEU discount, confirm the responsible accredited provider and the information required for program and installation compliance before proceeding:
- Essential Services Commission (ESC): The statutory regulator of the VEU program receives equipment serial numbers, customer declarations, and decommissioning records to create VEECs.
- Victorian Building Authority (VBA) & Energy Safe Victoria (ESV): Compliance certificates are lodged with safety regulators in accordance with mandatory state safety acts.
- Random Audit Verification: The ESC conducts independent telephone or physical audits of selected installations to verify energy savings and consumer protection compliance.
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Data Security, Storage & AES-256 Encryption
Melba Energy employs institutional-grade technical safeguards to prevent unauthorized access, loss, or disclosure:
- Encryption at Rest: All customer contact records, addresses, and messages are encrypted using AES-256-GCM authenticated cryptography before storage in our remote MySQL database.
- Encryption in Transit: All website traffic is forced over HTTPS with modern TLS 1.3 encryption and HSTS headers.
- Strict Access Control: Access to customer records is restricted to authenticated administrative accounts utilizing secure hashed credentials.
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Cookies & Session Tracking
Our website uses essential cookies for forms and Google Tag Manager to manage website measurement tags:
- Session & CSRF Protection: A first-party session cookie helps protect forms against Cross-Site Request Forgery (CSRF). Enquiry details are not stored in this cookie.
- Website Measurement: Google Tag Manager loads tags configured for this website. Depending on the tags enabled, Google may receive technical information such as the page URL, browser information and IP address. We do not add your form answers, email address or phone number to our analytics data layer. Contact us if you have questions about website measurement or your information.
- Server Logs: Standard HTTP server logs record request IP addresses, browser agents, and timestamps for performance monitoring and DDoS mitigation.
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Your Rights: Access, Correction & Deletion
Under Australian Privacy Principles 12 and 13, you hold the following rights regarding personal data held by Melba Energy:
- Right to Access: You may request a copy of the personal information we maintain in our records.
- Right to Correction: You may request that inaccurate, out-of-date, or incomplete information be updated immediately.
- Right to Erasure: You may request deletion of your enquiry data, subject only to mandatory 5-year compliance retention required under the Victorian Energy Efficiency Target Act.
