Thermal Dawn is a trading name of Freevolt Pty Ltd (ABN 47 682 866 913). We design and install heat pump heating and hot water systems for homes in Victoria, New South Wales and the ACT. This page explains what we collect about you, why, who else handles it, and how to reach us about it. We've written it plainly on purpose. If something isn't clear, ask us.
The short version
- We collect what you tell us, what you send us, and (once we've installed a system) how that system is running.
- We use it to answer your enquiry, design and install your system, and keep it running well.
- We don't sell your information or share it for anyone else's marketing.
- We only send you our email updates if you tick the box, and every one has an unsubscribe link.
- You can ask to see, correct or delete what we hold about you.
What we collect
When you enquire. Our enquiry form asks for your name, email, phone (unless you prefer email), postcode and suburb. It also asks about your home and how you heat it now, how you heard about us, and anything else you choose to tell us. You can attach energy bills and photos. Your browser shrinks photos and keeps your files on your own device until you send the form. We also record which form you used and when. We count which screens of the form are viewed, without your name, email or any other identifier, to see where the form is hard to finish.
When you pay a deposit. Our booking form sends us your details first. Our payment processor then takes the payment; we never see or store your card details. We can see the payment and its reference.
When you book a call. Our online booking calendar collects your name and email to set up the call.
When we talk. We keep the emails we exchange with you, and a record of our phone calls and texts (who, when and how long). Calls to our business number may be recorded; we'll tell you at the start of the call. We keep notes of what we discussed, and the details we need to design your system: your address, your house, your current bills and appliances.
Once your system is installed. Your Thermal Dawn system sends us information about how it's running. That includes water and room temperatures, heat pump operation, energy use, valve and pump states, faults, and the settings and schedule it's following. We need this to keep your system safe and efficient and to fix problems, sometimes before you notice them. Be aware that this information can show patterns, such as when your heating runs and when the house is warm. We treat it as personal information for that reason.
On our website. We don't use advertising trackers or third-party analytics, and our site sets no cookies of its own. Our website host keeps standard technical logs (such as IP addresses and pages requested) for security and to keep the site running. Some pages include videos embedded from a video platform, in its privacy-enhanced mode. When one of those pages loads, the platform receives your IP address and browser details, and it may store information on your device if you play a video. Its own privacy policy covers that.
Why we use it
- To reply to your enquiry and work out whether our system suits your home.
- To prepare your heat plan and quote, which includes modelling your home's heating from your bills.
- To install, commission, monitor, service and support your system.
- To take deposits and payments, and keep the records the law requires.
- To send our email updates, only if you've asked for them.
- To improve our designs and the way our systems run. Where we use system data for this, we use it without your name attached.
Who else handles it
We use a small number of established service providers. They handle your information for us, to provide their service, and not for their own purposes:
- Email and document storage
- Our database for enquiries and system data, hosted in Australia
- Website hosting, including running our forms
- Payment processing for deposits
- Business phone and text messaging
- Online booking for calls with us
- Email newsletters, only if you've subscribed
- AI tools that help us write replies and model your home's energy use
If you go ahead with an installation, the trades who install your system get what they need to do the job, such as your address and phone number. We may also disclose information where the law requires it.
About the AI tools. We use them for two things: help writing our replies to you, and modelling your home's heating and hot water from your energy bills. They work on the task in front of them. Your records are kept in our own systems, not in the AI tools, and a person at Thermal Dawn checks everything before it reaches you.
We don't sell your personal information, and we don't share it with anyone for their own marketing.
Overseas. Some of these providers store or process information outside Australia, mainly in the United States. We choose established providers with strong security, but their handling is also governed by the law of the country where the data sits.
Email updates
Our email updates are opt-in: the box on our form starts unticked. Every update has an unsubscribe link, or you can just tell us. We'll still email you about an enquiry you've made or a system we've installed.
How long we keep it
- An enquiry you started but didn't finish, where we never made contact: deleted after 90 days.
- Enquiries and customer records: for as long as we're in touch with you, and afterwards for as long as the law requires us to keep business and tax records.
- System data: long-term, because years of real-world data is what makes our designs and our systems better. If you're no longer a customer and want it separated from your name, ask us.
Keeping it safe
Access to customer information is limited to the people who need it to do their job. Our systems use encrypted connections, and passwords and keys are kept out of our code. No system is perfectly secure, so if we become aware of a breach that's likely to cause you serious harm, we'll tell you and tell you what we're doing about it.
Automated decisions
We don't make decisions that significantly affect you by computer alone. Our form uses your postcode to show whether we work in your area, and your heating type to choose which reply you get first. A person at Thermal Dawn reads every enquiry and follows up personally.
Your choices
- See or correct what we hold about you: ask us and we'll respond within 30 days.
- Delete it: ask us and we'll delete what we don't need to keep by law, or for a system we're still looking after.
- Stay anonymous: you can call us with general questions without giving your name. We do need contact details to reply in writing, and an address to quote.
Questions or complaints
Contact us at nickz@thermaldawn.com or on (02) 7228 3430. We'll reply within 30 days. If you're not satisfied with our answer, you can complain to the Office of the Australian Information Commissioner (oaic.gov.au).
Changes
If we change how we handle your information, we'll update this page and the date at the top. If a change is significant, we'll tell customers directly.