Privacy Policy
Effective date: 29 December 2025
Version: 2025.12 (Annual review refresh)
This Privacy Policy explains how PSW Energy collects, holds, uses and discloses personal information, and how you can access and correct your information or make a privacy complaint.
This policy is intended to comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
1. Who we are
PSW Energy (“we”, “us”, “our”) is McKercher Corporation Pty Ltd (ACN 164 130 581) as trustee for the Derek McKercher Family Trust (ABN 55 332 185 818) trading as PSW Energy.
This Privacy Policy applies to personal information we handle:
- through our website and online store;
- when you request a quote or make an enquiry;
- when you purchase products or services from us;
- when you use our customer tools (including customer portal and aftercare/support services), see also Cyber Protection Policy;
- when you contact us by phone, email, or in person, and
- when you interact with us in other ways (including events, promotions, warranty support, and recruitment).
Contact details for privacy enquiries (Privacy Team):
Email: privacy@pswenergy.com.au
Ben Colwell, ICT Manager
Phone: (08) 6171 4111
Address: 3/90 Discovery Drive, Bibra Lake, WA 6163
2. What is “personal information”?
“Personal information” has the meaning given in the Privacy Act and generally includes information or an opinion about an identified individual, or an individual who is reasonably identifiable.
Examples may include your name, contact details, address, purchase history, and information about your energy system when it is linked to you.
3. What personal information we collect and hold
The kinds of personal information we collect depend on how you interact with us. We may collect:
A. Identity and contact information
name
email address
phone number
billing and delivery address
B. Customer, order and account information
account/login details for our online services (for example username and encrypted password)
order details, invoices, records of products and services purchased
warranty records, serial numbers and product registration details
service history and support requests
correspondence with our team (email, webform submissions, chat records, and notes of calls)
C. Site and installation information (where relevant)
installation address and property/access details
photos, compliance documentation and other information required for installation, safety, quality assurance, and warranty support (where applicable)
D. Payments and transaction information
payment status, transaction references, and limited payment details needed for reconciliation and fraud prevention
(Note: payment processing is typically handled by third-party payment providers. See section 7.)
E. Energy system and device information (where relevant)
Depending on what you purchase and the support services you use, we may collect or receive information such as:
inverter/battery/EV charger system details (e.g., model, firmware version, operating status)
monitoring/telemetry or performance data (e.g., energy generation/consumption summaries, fault codes)
WiFi or connectivity troubleshooting details when you use our support tools
electricity usage information you provide to us (or authorise us to access) for quoting, sizing, support, or optimisation
(High‑granularity usage data can reveal occupancy patterns; we treat this as sensitive from a security perspective.)
F. Marketing and preferences
your communication preferences (e.g., opt-in/out selections)
survey responses and feedback
G. Website and technical information
When you browse our website, we may collect information such as:
IP address
device identifiers and browser type
pages visited and actions taken
cookies or similar identifiers (see section 10)
H. Recruitment information (if you apply for a job)
CV/resume, work history, qualifications, referee details, and related communications
4. How we collect personal information
We collect personal information in a range of ways, including:
Directly from you, for example when you:
place an order, request a quote, create an account, or submit an enquiry
contact us by phone, email, webform, or in person
participate in surveys, promotions, or provide feedback
request support, warranty help, or aftercare services
Automatically, when you use our website and online services, through cookies and similar technologies (see section 10).
From third parties, where appropriate and lawful, such as:
delivery and logistics providers (delivery updates and confirmation)
installation partners and contractors (job scheduling and completion details)
manufacturers and warranty administrators (warranty processing, technical support)
payment providers (payment confirmations and limited transaction details)
finance providers (if you choose to apply for finance through them)
analytics/IT service providers (website performance and security)
government or regulatory bodies where required for rebates, certificates, safety or compliance, or where you ask us to assist with an application
Where you provide personal information about someone else (for example an authorised contact), you confirm you are permitted to provide it and that they have been made aware of this Privacy Policy.
5. Why we collect, hold, use and disclose personal information
We collect, hold, use and disclose personal information for purposes connected with our business functions and activities, including:
Providing products and services
processing orders, payments, delivery/collection, installation (where applicable)
providing quotes and advice (including preliminary checks based on information you provide)
providing customer portal access and aftercare/support services
Customer support and warranty
responding to enquiries and support requests
diagnosing issues (including using device/system information where relevant)
managing warranties, repairs, replacements, and returns
maintaining records of your system configuration to support troubleshooting and service continuity
Administration and operations
account management and identity verification (where appropriate)
internal record keeping, auditing, quality assurance and training
business management and reporting
Security, fraud prevention and compliance
protecting our systems and customers from fraud and cyber threats
complying with legal obligations (including consumer law, tax/accounting requirements, safety obligations, and responding to lawful requests)
Marketing and communication
sending updates about products, services, promotions, or knowledge resources (where permitted)
conducting customer research and improving customer experience
Where we use personal information for marketing, you can opt out at any time (see section 11).
6. When we disclose personal information
We may disclose personal information to:
A. Service providers and contractors who help us run our business, such as:
delivery and freight providers
installers, electricians, and site/service contractors (where engaged)
IT, cloud hosting, website, and customer portal providers
customer support platforms and ticketing systems (where used)
professional advisers (lawyers, accountants, auditors), insurers, and financiers (as needed)
B. Manufacturers and warranty partners
where disclosure is needed to register products, manage warranties, obtain technical support, or facilitate repairs/replacements
C. Payment providers
to process your payment (see section 7)
D. Finance providers
if you choose to apply for finance via a third party, we may share the information needed to facilitate the application and administration (the finance provider will also collect information directly from you under its own privacy policy)
E. Government bodies and regulators
where required or authorised by law, or where you ask us to assist with applications relating to rebates/certificates or other programs
F. Legal and safety reasons
where we reasonably believe disclosure is necessary to prevent or address fraud, cyber incidents, safety risks, illegal activity, or to protect rights and property
where required by law, court order, or a lawful request from law enforcement
We do not sell your personal information.
7. Payments
Payments made through our online checkout are processed using third-party payment providers. Depending on the method you choose, the provider may collect and store payment information under its own privacy policy and security standards.
We generally receive limited information needed to confirm and reconcile payment (for example, payment status, transaction reference, and sometimes limited card details such as last four digits).
If you have questions about a specific payment method/provider used for your transaction, please contact us.
8. Overseas disclosure of personal information
Some of our third-party service providers (for example, cloud hosting, software platforms, analytics tools, or manufacturer support platforms) may store or process personal information outside Australia.
When we disclose personal information overseas, we take reasonable steps to ensure overseas recipients handle personal information in a way that is consistent with the Australian Privacy Principles, unless an exception applies under the Privacy Act.
9. How we store and protect personal information
We take reasonable steps to protect personal information we hold from misuse, interference, loss, unauthorised access, modification, or disclosure. Measures we may use include:
access controls and role-based permissions
multi-factor authentication for systems where appropriate
encryption in transit and at rest (where appropriate)
security monitoring, backups, and patching
staff training and confidentiality obligations
vendor due diligence and contractual safeguards
No method of transmission or storage is completely secure, but we work to maintain appropriate safeguards proportionate to the sensitivity of the information.
10. Cookies, analytics and website tracking
We use cookies and similar technologies to:
keep you logged in and enable core site functions (for example, session management)
remember preferences (where enabled)
understand how our website and online services are used and improve performance
help detect and prevent fraud and security threats
Some cookies may be placed by third-party providers (for example, analytics or embedded content). You can usually control cookies through your browser settings. Disabling cookies may affect website functionality (including login and checkout).
11. Direct marketing and opting out
We may use your personal information to send you marketing communications about products, services, promotions, and updates that may be of interest to you.
You can opt out at any time by:
using the unsubscribe option in the message (where available), or
contacting us and requesting to opt out.
Even if you opt out of marketing messages, we may still send you important service-related communications (for example, order confirmations, warranty updates, safety notices, or account/security messages).
12. Anonymity and pseudonymity
Where practical, you can interact with us anonymously or using a pseudonym (for example, by browsing our website).
However, we generally need certain personal information to:
provide quotes,
process orders and payments,
deliver products,
provide installation or aftercare services, or
meet legal and safety obligations.
13. Unsolicited personal information
If we receive personal information that we did not request, we will assess whether we could have collected it under the Australian Privacy Principles. If not, we will take reasonable steps to destroy or de-identify it (if lawful and reasonable to do so).
14. Accessing and correcting your personal information
You may request access to the personal information we hold about you and request corrections if you believe it is inaccurate, out of date, incomplete, irrelevant, or misleading.
To make a request, contact us using the details in section 1. We may need to verify your identity before providing access or making corrections.
We will respond within a reasonable timeframe and will let you know if we are unable to provide access or make a correction (and why), where required by law.
15. Data retention and destruction
We keep personal information only for as long as needed for the purposes described in this policy, unless we are required or authorised by law to retain it for longer.
When personal information is no longer required, we take reasonable steps to destroy or de-identify it, where lawful and reasonable.
Examples of factors that affect retention periods include:
warranty periods and aftercare needs
legal obligations (including taxation and accounting record keeping)
resolving disputes and enforcing agreements
safety and compliance documentation requirements
16. Data breaches
If we experience a data breach involving personal information, we will respond in line with our legal obligations. Where the Notifiable Data Breaches (NDB) scheme applies and notification is required, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Privacy Act.
17. Credit reporting
We do not generally operate as a credit reporting body or disclose personal information to credit reporting bodies as part of our regular business activities.
If you choose to apply for finance through a third-party finance provider, that provider may undertake credit checks and handle your personal information under its own privacy policy.
18. Links to third-party sites and platforms
Our website and services may include links to third-party websites or apps (including manufacturer monitoring platforms). We are not responsible for the privacy practices of third parties. We encourage you to review the privacy policies of those third parties before providing them with personal information.
19. Privacy complaints
If you have a concern about how we have handled your personal information, please contact our Privacy Officer/Team using the details in section 1.
Our complaints process
We will acknowledge your complaint within a reasonable timeframe.
We will investigate and respond in writing within a reasonable timeframe (and in any event as required by law).
If we need more information from you, we will let you know.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) to make a complaint.
20. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our practices, systems, or legal requirements. The updated policy will apply from the date it is published.
