Privacy

What we collect

For customers: name, contact details, delivery address, the tier that applies to you, and the units and services you have purchased. For referred households: the details your referring worker provides, and the record that eligibility was verified by them.

For collections: the contact details and address needed to complete the pickup, and a description of the items collected.

For trainees: contact details, logged training hours, certifications, and progression through the pathway. Participation in a barrier group is optional, is used only to design the program and hold places open across groups, and is never a condition of acceptance.

For partners: organisational contact details and the terms of any agreement.

What we deliberately do not record

We do not record concession or health care card numbers. We record the card type and the date it was sighted, which is all that is needed to apply the correct price.

We do not ask households for clinical information, case notes, or evidence of their circumstances. Eligibility verification stays with the referring organisation, which is the appropriate place for it.

We do not run credit checks on any customer, at any tier.

How we use it

To supply, deliver and service appliances, honour warranties, run the training pathway, and meet our record-keeping obligations for electrical safety testing.

To report impact against the indicators published on our impact page. Impact reporting uses aggregate counts and totals — no individual household or trainee is identifiable in anything we publish.

Marketing email is sent only to people who have separately opted in, and every message includes an unsubscribe link. Transactional messages about a purchase, a delivery or a warranty claim are not marketing and are sent regardless of marketing consent.

Who else sees it

Service providers we use to operate — payment processing, email and SMS delivery, accounting, and file storage — see only what they need to perform their function. Credentials for those services are encrypted at rest and access is limited to the directors.

Referring organisations see the status of referrals they have made. They do not see other organisations' referrals or our customer records.

We do not sell personal information, and we do not share it for anyone else's marketing.

Access, correction and retention

You can ask what we hold about you, ask us to correct it, or ask us to delete it, by contacting [email protected]. We will respond within a reasonable period.

Electrical safety test records are retained against the unit serial number for the life of the machine, because product safety and recall obligations require it. Those records relate to the appliance rather than to you.