Informativa sulla privacy

1. WHAT PERSONAL INFORMATION WE COLLECT

“Personal information” is information or an opinion about an identified individual, or an individual who is reasonably identifiable. The kinds of personal information we collect and hold include:

(a)contact details – name, job title, employer, business and delivery addresses, telephone numbers and email addresses;

(b)order and account information – products ordered, order history, invoices, payments, delivery details, warranty claims and correspondence;

(c)credit information – for credit account applications, information about sole traders, partners, directors and guarantors, such as identity details, trade references and, with consent, information from a credit reporting body;

(d)technical support information – details of your application and the problem you report, and recordings or transcripts of support calls (see section 3);

(e)website and online shop information – your device, browser and IP address, pages visited, and information collected by cookies and analytics tools (see section 4);

(f)recruitment information – if you apply for a job with us, your application, résumé, references and qualifications; and

(g)supplier information – contact and payment details of the individuals we deal with at our suppliers and contractors.

We do not collect sensitive information (such as health information) unless you choose to give it to us and it is reasonably necessary, or the law requires or allows it. We do not store full payment card details. Card payments through our online shop are processed by our payment provider, Stripe, under its own privacy policy.

You can deal with us without identifying yourself (for example, a general product enquiry), but we need your details to supply products, open an account, or process a warranty claim.

2. HOW WE COLLECT PERSONAL INFORMATION

We collect personal information directly from you when you contact us, place an order, apply for a credit account, make a warranty claim, use our website, or apply for a job. We may also collect it from third parties, such as your employer or our distributors (for example, when they forward an enquiry or warranty claim), trade referees, credit reporting bodies (with your consent), and publicly available sources such as the ABN Lookup and ASIC registers.

If we receive personal information we did not ask for, we will destroy or de-identify it if we could not lawfully have collected it.

3. PHONE CALLS AND OUR AUTOMATED PHONE ASSISTANT

Some calls to Kelco are answered by an automated phone assistant that uses artificial intelligence to answer product and technical support questions. You will be told at the start of the call when you are speaking with the automated assistant, and you can ask to speak with a person. Calls may be recorded and transcribed for quality, training and record-keeping purposes; you will be told at the start of the call if it is being recorded. Call recordings and transcripts may be processed by our technology service providers, who may be located overseas (see section 7).

4. WEBSITE, COOKIES AND ANALYTICS

Our website and online shop use cookies and similar technologies to keep the website and shopping cart working, to remember your preferences, to keep the site secure, and to understand how visitors use the site so we can improve it (for example, through analytics services). You can set your browser to refuse or delete cookies, but some parts of the site, such as the shopping cart, may not work properly if you do.

Our website may contain links to other websites, including those of our distributors. We are not responsible for the privacy practices of those websites.

5. WHY WE COLLECT, USE AND DISCLOSE PERSONAL INFORMATION

We collect, use and disclose personal information to:

(a)respond to enquiries and provide product selection and technical support;

(b)process, supply and deliver orders, and manage invoices and payments;

(c)assess credit applications, manage credit accounts, and recover debts;

(d)process warranty claims and returns;

(e)operate, secure and improve our website, online shop, phone and business systems, and prevent fraud;

(f)send you information about our products, where you have agreed or the law otherwise allows (see section 6);

(g)assess job applications;

(h)manage our relationships with suppliers and distributors; and

(i)comply with our legal obligations, including tax, accounting and product safety obligations.

We will only use or disclose personal information for another purpose with your consent, or where you would reasonably expect it and the purpose is related to the purpose of collection, or where the Privacy Act otherwise permits or requires it.

6. DIRECT MARKETING

We may send you information about Kelco products, new releases and offers by email or post where you have agreed to receive it, or where you would reasonably expect it as a customer. Every marketing email includes a way to unsubscribe, and you can also ask us at any time to stop sending you marketing. We comply with the Spam Act 2003 (Cth). We will never sell, rent or trade your personal information.

7. WHO WE DISCLOSE PERSONAL INFORMATION TO

For the purposes in section 5, we may disclose personal information to:

(a)our distributors and agents, for example to handle an enquiry, order or warranty claim in your area;

(b)freight carriers and delivery services;

(c)service providers who help us run our business, including IT, cloud hosting, email, phone and automated assistant, website, payment processing, security, accounting and mailing service providers;

(d)credit reporting bodies, trade referees and debt collection agencies, for credit-related purposes;

(e)our professional advisers, including accountants, auditors, insurers and lawyers;

(f)a prospective purchaser of all or part of our business or assets, subject to confidentiality obligations; and

(g)government agencies, regulators and law enforcement bodies where required or authorised by law.

Overseas disclosure. Some of our service providers store or process information outside Australia. Countries where personal information may be stored or processed include the United States, New Zealand, and other countries where our cloud, security, payment and automated assistant service providers operate. We also disclose information to distributors overseas where it is needed to deal with your order, enquiry or warranty claim. We take reasonable steps to ensure overseas recipients handle personal information consistently with the APPs.

8. AUTOMATED DECISIONS

We do not use computer programs to make decisions that could reasonably be expected to significantly affect your rights or interests (such as credit decisions) without human involvement. Our automated phone assistant answers questions and records information for our staff, but decisions about credit, warranty claims and employment are made by our staff.

9. HOW WE HOLD AND PROTECT PERSONAL INFORMATION

We hold personal information electronically in our business systems (including our ERP, email and cloud services) and in paper records. We take reasonable steps to protect it from misuse, interference, loss, and unauthorised access, modification or disclosure, including access controls, multi-factor authentication, firewalls, endpoint security software, encryption where appropriate, and secure storage of paper records.

We keep personal information only for as long as we need it for the purposes above or as required by law (for example, tax records are generally kept for at least five years). We then securely destroy or de-identify it.

If a data breach is likely to result in serious harm to the individuals affected, we will notify them and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme in the Privacy Act.

10. ACCESS AND CORRECTION

You may ask for access to the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. Please contact our Privacy Officer (section 12). We will respond within a reasonable period, usually within 30 days. We do not charge for making a request or for correcting information, but we may charge a reasonable fee for the cost of giving access, which we will tell you about in advance.

We may refuse access, or decline to correct information, only where the Privacy Act allows (for example, where giving access would unreasonably affect another person’s privacy, or relates to existing or anticipated legal proceedings). If we refuse, we will tell you why in writing and how you can complain. If we decline to correct information, you can ask us to attach a statement that you believe it is incorrect.

11. EUROPEAN, UK AND NEW ZEALAND RESIDENTS

If you are in the European Union or the United Kingdom, the General Data Protection Regulation (or the UK GDPR) may also apply when we process your personal data in connection with offering products to you. We process your personal data to perform our contract with you or your organisation, to comply with legal obligations, for our legitimate business interests (such as responding to enquiries and improving our products), or with your consent. In addition to the rights above, you may have the right to request erasure of your data, to restrict or object to our processing, to data portability, to withdraw consent at any time, and to complain to your local data protection supervisory authority.

If you are in New Zealand, you also have rights under the Privacy Act 2020 (NZ), and you may complain to the New Zealand Privacy Commissioner (www.privacy.org.nz).

12. CONTACT US AND COMPLAINTS

If you have a question, or want to make a request or a complaint about how we have handled your personal information, please contact:

We will acknowledge your complaint promptly, investigate it, and respond in writing, usually within 30 days. If you are not satisfied with our response, you can complain to the OAIC: www.oaic.gov.au, phone 1300 363 992.

13. CHANGES TO THIS POLICY

We may update this Policy from time to time. The current version will always be available on our website or on request. This version is dated October 2026 and replaces all previous versions.