Privacy Policy

Who we are

This policy applies to Frost Solutions Pty Ltd (ABN 52 665 275 712), trading as Frost Solutions, of Factory 1/14 Fremantle St, Burleigh Heads QLD 4220. We supply, install, service and repair air conditioning and do electrical and solar work. In this policy "we", "us" and "our" mean Frost Solutions. Our website is https://frostsolutions.com.au.

We respect your privacy. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth), and we follow the Spam Act 2003 (Cth) when we send you texts or emails. We do not sell your personal information.

What personal information do we collect?

We collect the information we need to answer your enquiry, quote, do the work and look after you afterwards. This can include:

• Contact details: your name, phone number, email address, and the suburb, postcode and street address of the property.
• Your enquiry: the service you are interested in and anything you write in the message box.
• Your consent: whether you ticked the box agreeing to be contacted about your enquiry, the wording you agreed to, and when.
• How you found us: the website form you used and, if the link you followed carried them, campaign details such as the source (for example Google or Facebook) and campaign name.
• Property and job details: details of the home or building, the existing system, room sizes, roof space and switchboard, and photos or videos taken at the site inspection or that you send us.
• Messages: the texts, emails and call notes we exchange with you.
• Quotes, jobs and payments: quotes, signed acceptances, job and installation records, the equipment installed, warranty and service records, invoices and payment records. We do not store full card numbers; card payments are processed by a payment provider.
• Finance: if you apply for finance, the finance provider collects your details under its own privacy policy. We receive only what we need to complete the job.

We do not ask for sensitive information such as health information. If you give us a tenant's or someone else's details so we can arrange access, please make sure they are happy for you to do so.

You can deal with us without giving your name, for example by asking a general question on the phone, but we cannot quote or book work without contact details and the property address.

How do we collect it?

Mostly directly from you, when you:

• fill in the enquiry form on this website;
• call, text or email us;
• fill in a lead form in one of our advertisements on social media or search engines, if we are running one;
• meet us at a site inspection or installation; or
• accept a quote, pay an invoice or ask for a service.

Sometimes we collect information from someone else, such as a property manager, landlord, builder or family member who contacts us on your behalf.

This website does not have comments, user accounts or file uploads. The only personal information it collects is what you type into the enquiry form.

Why do we collect and use your information?

We use your personal information to:

• reply to your enquiry and check whether you are in our service area;
• arrange site inspections, prepare quotes and book and carry out work;
• order equipment, register warranties and handle warranty claims with manufacturers;
• issue invoices, take payments and keep business and tax records;
• issue certificates and keep records the law requires, such as electrical safety certificates;
• remind you when a service is due and follow up on the work we did;
• answer questions and complaints; and
• understand which advertising brings enquiries, so we can spend our marketing sensibly.

We use your information for these purposes, for related purposes you would reasonably expect, or where the law allows or requires it.

How will we contact you, and how do you opt out?

When you send an enquiry and tick the consent box, you agree to us contacting you about that enquiry by phone, SMS or email. Our customer management system may send you an automatic text or email to confirm we have your enquiry, and a follow-up message if we have not managed to reach you.

If we use an AI assistant inside our customer management system to help draft replies to text messages, it only helps with enquiries, does not quote prices or confirm bookings, and our team can review its messages and take over the conversation at any time. If you would rather deal only with a person, tell us and we will make a note.

We send transactional messages about your quote, booking, job, invoice and warranty. We send marketing messages, such as offers, only if you have agreed to receive them.

You can opt out at any time. Reply STOP to any text, use the unsubscribe link in any automated email, or tell us by phone or email. We will stop non-essential messages to you. We may still contact you about work that is under way or money owed.

Do you use cookies?

This website does not use advertising or analytics cookies and does not run third-party tracking scripts, and we do not embed content from other websites such as videos, maps or review widgets. Links to Google Maps, our Google reviews and Instagram take you to those sites, which have their own privacy policies.

Like any website, our hosting and security provider processes technical information such as your IP address and browser type to deliver the site and protect it from attacks. If we add analytics or advertising tools in future, we will update this policy first.

Who do we share your information with?

We share personal information only as needed to run our business and do your job, including with:

• our staff, who all work for Frost Solutions (we do not use subcontractors for installation work);
• service providers who host our website and customer management system, store our data, send our texts and emails, and handle accounting and card payments;
• equipment manufacturers and suppliers, to order your equipment and handle warranty claims;
• a finance provider, if you ask to apply for finance;
• your property manager, builder, landlord or body corporate, if needed to arrange the work and you have asked us to deal with them;
• our professional advisers, such as accountants, lawyers and insurers; and
• government bodies and regulators where the law requires it, for example electrical safety or licensing authorities.

Our service providers may use your information only to provide their services to us.

Where is your information stored?

Our customer database is hosted in Sydney, Australia. Some of our service providers, such as providers of website hosting and security, text messaging, email, card payments and AI tools, may be based overseas (for example in the United States) and may store or process information there. We choose established providers and take reasonable steps to make sure they protect personal information in a way that is consistent with the Australian Privacy Principles.

How do we keep it secure?

We store personal information electronically in secure, access-controlled systems. Staff sign in with their own accounts and see only what they need for their role, and files and photos are kept in private storage. Website enquiries are sent over an encrypted (HTTPS) connection.

No system is completely secure. If a data breach is likely to cause you serious harm, we will act quickly to contain it and will notify you and the Office of the Australian Information Commissioner where the law requires.

How long do we keep it?

We keep enquiry information while we are dealing with you and for a reasonable time afterwards in case you come back to us. We keep job, installation, warranty and payment records for as long as they are needed for the warranty period (up to 10 years), servicing, and our legal and tax obligations. When we no longer need personal information, we delete it or de-identify it.

How can I access or correct my information?

You can ask for a copy of the personal information we hold about you, or ask us to correct it if it is wrong, out of date or incomplete. Contact us using the details below. We will reply within 30 days. We may need to confirm your identity first, and in limited cases the law lets us refuse access; if so, we will tell you why.

You can also ask us to stop contacting you, or to delete your details, unless we need to keep them for a job, a warranty or a legal reason.

How do I ask a question or make a complaint?

Contact our privacy contact:

Tell us what happened and how you would like it resolved. We will acknowledge your complaint, look into it and reply in writing within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy when the way we handle personal information changes. The current version is always on this page, with the date it was last updated. This version was last updated on 13 November 2026.