Legal
Privacy Policy
AEM Energy Pty Ltd (ACN 696 217 651 | ABN 36 696 217 651)
Last updated: 14 September 2026
1. About this policy
AEM Energy Pty Ltd ("AEM Energy", "we", "us") respects your privacy. This policy explains how we collect, use, disclose and protect your personal information, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
By submitting an enquiry to us, you agree to the handling of your personal information as described here.
2. What we collect
- Name, email address, phone number, residential address and postcode
- Whether you own or rent your property
- Details about your home's existing hot water, heating, cooling or energy systems
- Information about your enquiry and any subsequent communications with us
- Records of calls, SMS and emails between you and our team
- Technical data such as IP address, browser type and pages viewed on our website
3. How we collect it
- Directly from you, through forms on our website
- Through lead forms on Facebook and Instagram, operated by Meta Platforms
- By telephone, SMS or email when you contact us or we contact you
- Automatically through cookies and similar technologies on our website
4. Why we collect it
- To respond to your enquiry and answer your questions
- To assess your eligibility for energy upgrades under the Victorian Energy Upgrades (VEU) program
- To arrange and conduct an in-home assessment
- To arrange installation of products and services through accredited providers
- To meet our record-keeping and compliance obligations under the VEU program
- To improve our website, services and advertising
5. Victorian Energy Upgrades program
Where your enquiry relates to a VEU upgrade, your personal information will be shared with the Accredited Person or Accredited Provider responsible for your installation, and may be provided to the Essential Services Commission of Victoria or its authorised auditors as required under the Victorian Energy Efficiency Target Act 2007 and associated regulations.
VEU program records must be retained for the period specified by the Essential Services Commission.
6. Who we disclose your information to
- Accredited Persons and Accredited Providers under the VEU program
- Installation contractors and technicians attending your property
- The Essential Services Commission of Victoria and its auditors
- Our IT, customer relationship management and communications service providers
- Our professional advisers, where required
- Government agencies or law enforcement, where required or authorised by law
We do not sell your personal information.
7. Overseas disclosure
Some of our customer service, administration and sales support functions are performed by personnel located in India. Your personal information may be accessed, stored and processed in India for these purposes.
Some of our service providers store data on servers located outside Australia, including in the United States, Singapore and the European Union.
We take reasonable steps to ensure overseas recipients handle your personal information in a manner consistent with the Australian Privacy Principles. By providing your information to us, you acknowledge that APP 8.1 will not apply to these disclosures and that we will not be accountable under the Privacy Act for any breach by an overseas recipient.
8. Marketing and contact consent
When you submit an enquiry, you consent to being contacted by AEM Energy by telephone, SMS and email regarding your enquiry and related energy upgrade products and services.
You may withdraw your consent at any time by:
- Replying STOP to any SMS from us
- Clicking "unsubscribe" in any email from us
- Emailing us at contact@aemenergy.com.au
We honour the Do Not Call Register. However, where you have provided express consent for us to contact you, we may do so even if your number is listed on the Register. You may withdraw that consent at any time.
9. Cookies and online tracking
Our website uses cookies and similar technologies to understand how visitors use the site and to measure the effectiveness of our advertising.
We use the Meta Pixel, a tool provided by Meta Platforms, Inc. This allows us to measure the results of our Facebook and Instagram advertising and to show relevant ads to people who have visited our website. Information collected may include your IP address, browser information and actions you take on our site. Meta handles this information in accordance with its own Data Policy, available at facebook.com/privacy/policy.
You can disable cookies through your browser settings, and you can manage your Meta ad preferences at facebook.com/adpreferences.
10. Security
We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification and disclosure. This includes access controls, secure storage and confidentiality obligations on our staff and contractors.
No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
11. Retention
We retain your personal information for as long as necessary to fulfil the purposes described in this policy, and for any longer period required by the VEU program, taxation law, or other legal obligations. When no longer required, we destroy or de-identify it.
12. Accessing and correcting your information
You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date or incomplete. Email contact@aemenergy.com.au. We will respond within a reasonable period. In limited circumstances permitted by law we may decline a request, and if we do we will tell you why in writing.
13. Complaints
If you believe we have breached the Australian Privacy Principles, contact us at contact@aemenergy.com.au. We will acknowledge your complaint and aim to resolve it within 30 days.
If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner:
Website: oaic.gov.au | Phone: 1300 363 99214. Changes to this policy
We may update this policy from time to time. The current version will always be available at aemenergy.com.au/privacy-policy.
15. Contact us
AEM Energy Pty Ltd
Unit 2, 108 Ahern Road, Pakenham VIC 3810
Email: contact@aemenergy.com.au
Phone: +61 434 623 604