Privacy Policy

1. About this policy

Pacific Automation Pty Ltd (ACN 008 724 098) and its related bodies corporate ("Pacific Automation", "we", "us") are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains how we collect, hold, use and disclose personal information.

It applies to our customers, prospective customers, suppliers, contractors and website visitors. It forms part of our Terms and Conditions (clause 21).

This policy is effective from 28 October 2026.

2. Personal information we collect

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. We collect:

• Contact details: name, job title, employer, postal and delivery address, email and phone number.
• Account and order details: login details, quotes, orders, purchase orders, invoices and delivery records.
• Payment details: card, PayPal and digital wallet payments are processed by our payment providers; we do not store full card numbers.
• Credit account information: for trade credit applications, details of the applicant and its directors or guarantors, and trade references (see section 5).
• Support details: warranty, return and technical support requests, including product serial numbers and site or installation details.
• Communications: emails, call notes and live chat transcripts.
• Website data: IP address, device and browser type, pages viewed and cookie data.
• Marketing preferences.

We do not usually collect sensitive information (such as health or criminal record information). If we do, it will be with your consent or where required or authorised by law.

3. How we collect it

We collect personal information directly from you when you visit our website, request a quote, place an order, apply for a credit account, or contact us by email, phone, live chat or in person.

We may also collect it from:

• your employer or colleagues who deal with us;
• trade references;
• manufacturers and distributors who refer enquiries to us;
• publicly available sources, such as company websites, ASIC records and professional networking sites; and
• cookies and similar technologies (see section 8).

You can browse our website and make general enquiries without identifying yourself. To supply goods, open an account or provide warranty support, we need your details; without them we may not be able to help.

If we receive personal information we did not ask for and do not need, we will destroy or de-identify it where lawful and reasonable.

4. Why we collect, use and disclose it

We use personal information to:

• prepare quotes, process orders, deliver goods, invoice and collect payment;
• assess credit applications, manage accounts, register security interests and recover debts;
• handle warranty claims, returns, technical support and after-sales service, often together with the manufacturer;
• meet product compliance and safety obligations, including certification records and product recalls;
• operate, secure and improve our website and business systems;
• send marketing, where permitted (see section 7); and
• comply with the law and resolve disputes.

We may also use it for related purposes you would reasonably expect, or as otherwise permitted by the Privacy Act.

5. Who we disclose it to

We may disclose personal information to:

• manufacturers and suppliers of the goods we sell, for order fulfilment, warranty administration, technical support, after-sales service, certification and recalls;
• freight carriers and couriers;
• providers of our website, e-commerce, hosting, cloud, payment, email, live chat, analytics and other IT services;
• our related bodies corporate;
• trade references, debt collectors and the Personal Property Securities Register (if we register a security interest under our Terms and Conditions);
• our lawyers, accountants, auditors and insurers;
• government bodies and regulators, where required or authorised by law; and
• anyone else, with your consent.

We require our service providers to handle personal information only for the services they provide to us and to protect it. We do not sell personal information.

Payments are processed by eWay, Zeller, PayPal, Apple Pay, Google Pay and our bank, Westpac. They handle your payment details under their own privacy policies, which may involve transferring information overseas.

Credit accounts

If you apply for a trade credit account, or are a director or guarantor of an applicant, we use the information in your application and may contact your trade references. We do not currently obtain credit reports from, or disclose information to, credit reporting bodies. If that changes, we will update this policy first.

6. Overseas disclosure

We may disclose personal information to recipients in the countries listed below.

Before disclosing personal information overseas, we take reasonable steps to ensure the recipient handles it consistently with the APPs, for example through contractual terms.

We will update this list when the countries we disclose to change.

7. Direct marketing

We may send you product updates, technical information and offers by email, phone or post. Every marketing email includes an unsubscribe link. You can also opt out at any time by contacting us (section 11).

We do not sell or rent your personal information to others for their marketing.

8. Cookies and our website

Our website uses cookies and similar technologies to keep you signed in, hold items in your cart, remember preferences and measure site use. We use tools including Google Tag Manager, Google Analytics and Zoho live chat. You can block or delete cookies in your browser settings, but parts of the site may not work.

Our website may link to other sites, including manufacturers' sites. We are not responsible for their privacy practices.

Automated decision-making

We do not use automated systems to make decisions about credit applications or credit limits. Our staff make those decisions.

Our payment providers, eWay and Zeller, use automated fraud screening on card payments. It may use your name, contact and delivery details, card details, IP address, device information and transaction history. It can decline or hold a payment without a person reviewing it. If your payment is declined, contact us to pay another way or to have the order reviewed.

9. Security and retention

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These include access controls, password protection, secure payment processing through our payment providers and staff confidentiality obligations.

If a data breach is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.

We keep business records, including customer and order records, for at least 7 years to meet legal and tax obligations. When we no longer need personal information, we take reasonable steps to destroy or de-identify it.

10. Access and correction

You can ask to access or correct the personal information we hold about you by contacting us (section 11). We will respond within 30 days and may ask you to verify your identity first.

We do not charge for making a request. We may charge a reasonable fee to cover the cost of providing access. If we refuse a request, we will tell you why in writing and how to complain.

Please tell us if your details change, so we can keep our records accurate and up to date.

11. Complaints and contact

For privacy questions, access or correction requests, or complaints, contact our Privacy Officer:

We will acknowledge your complaint promptly and aim to resolve it within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

12. Changes to this policy

We may update this policy from time to time. The current version is always available on our website and applies from the date shown in section 1.