Privacy Policy

Stiebel Eltron understands that it is an individual’s right to keep their personal information private. We are committed to protecting and maintaining the privacy, accuracy, and security of personal information of customers and other persons whose information we collect.

Federal Privacy Laws and Stiebel Eltron

Federal privacy laws regulate the way organisations collect, use, secure, and disclose personal information. Businesses are required to handle personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth). Stiebel Eltron is bound by, and supports, the Australian Privacy Principles for the handling of personal information.

What kind of information do we collect?

We may collect personal information about:

Customers and their businesses prior to and during the course of their association with Stiebel Eltron
Customers who enter trade promotions conducted by Stiebel Eltron
Customers who request warranty or service for products
Customers who request accounts with us
Job applicants, staff members, and contractors
Other people who come into contact with Stiebel Eltron, including visitors to our website

The information collected may include your name, current or previous address, date of birth, phone numbers, email address, details of your services, billing information, IP address, or other information you provide so that we can perform services for you.

How is personal information collected?

We collect personal information in a number of ways, including:

Written forms
Contact in person or via telephone, mobile, or other messaging technology
Online channels, including our website, online forms, and social media

Personal information provided by other people

In some circumstances we may receive personal information about an individual from a third party, for example via a referral from an existing customer, staff member, or sales representative. If we receive unsolicited personal information that is not necessary for our functions or activities, we will destroy or de-identify the information as soon as practicable.

Photographs and video

When attending functions, events, or promotions organised by Stiebel Eltron, individuals may be photographed or recorded. Unless an objection is raised at the time, individuals are taken to consent to the use of such images or recordings in Stiebel Eltron publications, marketing collateral, websites, social media, and other promotional material.

Updating and correcting personal information

We take reasonable steps to ensure that the personal information we hold is accurate, complete, and up to date. You may seek to update or correct your personal information by contacting us during business hours or via email.

Management and security of personal information

We take steps to protect personal information that we hold, including secure storage of paper records and password-protected access to electronic records held on our premises and on our website hosting infrastructure.

How we treat sensitive information

Sensitive information includes information about a person’s racial or ethnic origin, political opinions, religion, trade union or other professional or trade association membership, sexual orientation, criminal record, and health information. Unless you agree otherwise, or as permitted by law, sensitive information will be used and disclosed only for the purpose for which it was provided or a directly related secondary purpose.

How we use personal information

To provide products and services to you
To collect payments and administer your account
To provide you with updated or new information about our products and services
For development and improvement of existing and new products and services
To maintain and update our business infrastructure and systems
To promote our products and services to you
For statistical analysis to improve our website and services
To satisfy our legal obligations and discharge our duty of care

Direct marketing

We may contact you by post or email with information about our products and services. Where practical, we will do this with your prior consent. You can unsubscribe or opt out at any time by using the links in our messages or by contacting us.

Who we disclose personal information to

We will use and disclose personal information for the purpose for which it was collected. We may also disclose personal information to:

Legal authorities if we are legally obliged to do so
People providing services to you or to Stiebel Eltron (for example, third-party contractors, suppliers, and technicians)
Anyone you authorise us to disclose information to
Related entities or business partners of Stiebel Eltron

Access and correction rights

Under the Privacy Act you have the right to request access to personal information we hold about you and to request correction if you believe it is inaccurate, out of date, incomplete, irrelevant, or misleading. We will respond to such requests within a reasonable period and in accordance with the law.

Cookies, tracking, and third-party services

Our website uses cookies and similar technologies to improve user experience, provide analytics, and support our marketing activities. These may be set by us or by third-party providers and may involve the transfer of data outside Australia, including to the European Union, the United States, and other jurisdictions.

Examples of services we currently use include:

Google Analytics and Google Tag Manager – to analyse website use and manage tags
Google Ads (including remarketing and conversion tracking) – to deliver relevant advertising and measure campaign performance
Meta (Facebook/Instagram) Pixel – to measure and improve advertising performance
LinkedIn Insight Tag – to measure the effectiveness of LinkedIn campaigns
Hotjar and Microsoft Clarity – to understand how users interact with our website and improve usability
HubSpot Forms – to manage online enquiries and subscriptions
YouTube – to provide embedded videos (we use privacy-enhanced mode where available)
Google Maps – to display maps and locations
Font and icon libraries (e.g., Google Fonts / Font Awesome) – to render typefaces and icons
Error monitoring (e.g., Bugsnag) – to maintain site stability

You can adjust your browser settings to refuse cookies or to notify you when cookies are used. Please note that some website features may not function properly if cookies are disabled. Where required by law, we will request your consent before loading non-essential cookies or third-party services. You may withdraw your consent at any time using the controls provided in our website banner or by clearing cookies in your browser.

Embedded content

Embedded content (such as videos or maps) from third-party providers may set cookies or collect data when you view that content. We endeavour to use privacy-enhanced modes and to load such content only after you interact with it or provide consent where required.

Links to other websites

Our website may contain links to websites owned or operated by other parties. You should make your own enquiries as to the privacy policies of those parties. We are not responsible for the information on, or the privacy practices of, such websites.

Disclosure to overseas recipients

We may disclose personal information to our related companies and service providers in other countries, including Germany and other locations where Stiebel Eltron does business or where our service providers host or process data. Such disclosures will be made for the purposes described in this policy. By interacting with us you consent to such disclosures. Where practicable, we take steps to ensure that overseas recipients handle personal information in a manner consistent with the Australian Privacy Principles.

Complaints

If you wish to make a complaint about a breach of the Australian Privacy Principles you can contact us using the details below. We will investigate the complaint and respond in writing within 21 days.

Contact

The Privacy Coordinator
Stiebel Eltron (Aust) Pty Ltd
294 Salmon Street, Port Melbourne, VIC 3207
Phone: 1800 153 351
Email: info@stiebel-eltron.com.au
Website: Contact page

Updated September 2025